In response to our TSM results, Claire spoke with our Director of Customers and Communities, Tony Long in detail about the 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.
