Tenant Satisfaction Measures (TSMs) have been designed by the Regulator for Social Housing to drive up standards and improve the quality of social housing by ensuring providers are accountable for the services they deliver.
There are 22 measures, 12 of these measures come directly from customer feedback surveys, 10 come from information we hold on our systems about our operational activity.
We have always valued the input of our customers and before the TSM framework was introduced, we regularly conducted surveys to understand how we could improve our performance and meet our customers’ needs. We have been collecting TSM data from 1st the of April 2023, and we will share our first year results with both the regulator and our customers in Summer 2024. The regulator will publish national league tables showing how we compare to all other social landlords and local authorities across the country.
Orwell employed an external agency called TLF to undertake the TSM survey on our behalf, calling a random sample of tenants on a quarterly basis throughout the year. Information about current and past performance is shown below.
In a recent 'This Week at Orwell' video newsletter, Claire spoke with our Director of Customers and Communities, Tony Long. They spoke in detail about our TSM results. The full video is below if you would like to watch.
Tenant Satisfaction Measures
These figures are collected from 1st April each year and are updated on a quarterly basis.
Quarter 1 2023 - 76.2%
Quarter 2 2023 - 77.3%
Quarter 3 2023 - 82.4%
Quarter 4 2023 - 70.4%
Quarter 1 2023 - 78.4%
Quarter 2 2023 - 74.2%
Quarter 3 2023 - 73.1%
Quarter 4 2023 - 70.8%
Quarter 1 2023 - 66.0%
Quarter 2 2023 - 63.6%
Quarter 3 2023 - 69.2%
Quarter 4 2023 - 63.2%
Quarter 1 2023 - 77.9%
Quarter 2 2023 - 72.5%
Quarter 3 2023 - 77.5%
Quarter 4 2023 - 75.7%
Quarter 1 2023 - 86.3%
Quarter 2 2023 - 85.5%
Quarter 3 2023 - 90.0%
Quarter 4 2023 - 81.1%
Quarter 1 2023 - 66.7%
Quarter 2 2023 - 67.8%
Quarter 3 2023 - 70.3%
Quarter 4 2023 - 64.6%
Quarter 1 2023 - 73.7%
Quarter 2 2023 - 68.3%
Quarter 3 2023 - 77.0%
Quarter 4 2023 - 75.4%
Quarter 1 2023 - 82.3%
Quarter 2 2023 - 81.4%
Quarter 3 2023 - 92.4%
Quarter 4 2023 - 80.9%
Quarter 1 2023 - 42.9%
Quarter 2 2023 - 31.4%
Quarter 3 2023 - 36.0%
Quarter 4 2023 - 47.1%
Quarter 1 2023 - 71.8%
Quarter 2 2023 - 63.3%
Quarter 3 2023 - 63.5%
Quarter 4 2023 - 74.2%
Quarter 1 2023 - 74.0%
Quarter 2 2023 - 68.8%
Quarter 3 2023 - 74.0%
Quarter 4 2023 - 66.4%
Quarter 1 2023 - 65.5%
Quarter 2 2023 - 52.6%
Quarter 3 2023 - 68.0%
Quarter 4 2023 - 73.8%
Management Information Measures
These figures are collected from 1st April each year and are updated on an annual basis.
These measures only provide performance information for Low Cost Rental Accommodation (LCRA) dwellings (Housing and Regeneration Act 2008 - Explanatory Notes (legislation.gov.uk)). Therefore, results may differ from figures published elsewhere.
The figure shown is the number of complaints received, relative to the size of the landlord. (per 1,000 homes)
The figure shown is the number of complaints received, relative to the size of the landlord. (per 1,000 homes)
Stage 1 complaints responded to within set timescales
The figure shown is the percentage of total complaints which were responded to within our Complaints Handling Code timescales.
Stage 2 complaints responded to within set timescales
The figure shown is the percentage of total complaints which were responded to within our Complaints Handling Code timescales.
The figure shown is the number of ASB cases opened, relative to the size of the landlord. (per 1,000 homes)
ASB cases opened per 1,000 homes
Anti social behaviour cases opened that involve hate
The figure shown is the number of ASB cases opened, relative to the size of the landlord. (per 1,000 homes)
Homes that do not meet the Decent Homes Standard
Non emergency repairs completed
This figure shown, is the amount of repairs completed within the designated timescale.
Emergency repairs completed
This figure shown, is the amount of emergency repairs completed within the designated timescale.
