Tenant Satisfaction Measures | Halton Housing

Tenant Satisfaction Measures

'Tenant Satisfaction Measures' (TSM) are a new way for social housing tenants to understand how their landlord is performing against key service areas.

The TSM were introduced by the Regulator of Social Housing in April 2023 for all social housing providers. There are 22 measures covering areas like repairs, safety and complaints. 12 of these measures come directly from customer feedback surveys.

We started to collect the TSM data from 1st April 2023.

There are 22 tenant satisfaction measures, covering five themes. 10 of these aremeasured by us (the landlord) directly, and 12 are measured by carrying out surveys with tenants. (All landlords must ask tenants the same 12 questions).

Theme 1: Keeping Properties in Good Repair

What we ask customers to feedback on (via the TSM survey):

Satisfaction with repairs
Satisfaction with time taken to complete most recent repair
Satisfaction that the home is well maintained

What we measure:

Homes that do not meet the Decent Homes Standard
Repairs completed within target timescale

Theme 2: Maintaining building safety

What we ask customers to feedback on (via the TSM survey):

Satisfaction that a tenant's home is safe

What we measure:

Gas safety checks
Fire safety checks
Asbestos safety checks
Water safety checks
Lift safety checks

Theme 3: Respectful and helpful engagement

What we ask customers to feedback on (via the TSM survey):

Satisfaction that we listen to tenant views and act upon them
Satisfaction that we keep tenants informed about things that matter to them
Agreement that we treat tenants fairly and with respect

Theme 4: Effective handling of complaints

What we ask customers to feedback on (via the TSM survey):

Satisfaction with our approach to handling complaints

What we measure:

Complaints relative to our size as landlord
Complaints responded to within Complaint Handling Code timescales

Theme 5: Responsible neighbourhood management

What we ask customers to feedback on (via the TSM survey):

Satisfaction that we keep communal areas clean and well maintained
Satisfaction that we make a positive contribution to neighbourhoods
Satisfaction with our approach to handling anti-social behaviour

What we measure:

Anti-social behaviour cases relative to our size as landlord

Our TSM results for 2023-24 are telling us that most of our customers are satisfied with the overall service that we provide to them, feel safe in their homes and feel that they are treated fairly and with respect.

We know from our TSM results and our own internal performance metrics that we need to continue to improve repairs and maintenance of our homes, how well he handle complaints and reports of Anti-Social Behaviour.

As well planning for improvement, collection for 2024-25 TSM’s is now well underway.

View our results

Customers will be chosen at random for the survey and we will be contacting around 600 customers between April 24 to March 25.

We would very much appreciate you taking part if contacted, but of course you have the right to say no, if you don't want to.