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Tenant Satisfaction Measure Results 2024

Our Tenant Satisfaction Measures (TSM) results

At Halton Housing we are committed to providing clear and easy to understand information about our services. This includes how to access them, how we are performing, what customers are telling us and how we are using customer feedback to drive service improvement.    

Tenant Satisfaction Measures (TSM’s) were introduced by the Regulator of Social Housing in 2023 to help us and our customers understand how we are performing in the areas that matter most.  You can find our TSM results for 2023-24 below.

Our results show that most of our customers are satisfied with the overall services that we provide, that they feel safe in their homes and treated with respect. 

Our TSM results, as well as other customer feedback and our own performance measures are telling us that we have some work to do to improve our repairs services and how well we handle complaints and respond to reports of Anti-Social Behaviour (ASB).

Our TSM’s were calculated in line with the technical requirements set out by the Regulator of Social Housing and you can find out more about our methods for collecting TSM’s here. 

Our 2023-24 Results

 

 

The measures

 
 
 
 

*per 1000 properties.

 

For a reminder of the summary of the measures collected, click here

What are our results are telling us?

Our customers' safety is our number one priority, which is why completing 100% of the required safety checks is a given for us. We are pleased that 80% of our customers feel safe in their homes, but we won't stop there and will work hard to improve this further, as we want all customers to feel safe in their homes.    

Whilst we are pleased that 73% of our customers are satisfied with the overall service that we provide, we still want to do more. We will work hard to improve our repairs service, the way that we handle complaints and reports of ASB, so that more customers say they're happy with the services that we provide.     

Our aim is to deliver great services to our customers, but we know that sometimes things can go wrong, which can lead to customer complaints.  When this happens, we want to put things right quickly so that customers are kept informed of the progress and outcome of their complaint, and that we do what we say we will do, to resolve it. 

We understand the significant impact that anti-social behaviour (ASB) can have on our customers and communities.  We are committed to continued partnership working with local authorities, police and other agencies to tackle and prevent ASB. Our TSM results are telling us that when ASB is reported to us, it is important that we act fast, take action and keep our customers informed at each stage of the process and that will be our focus in 2024-25.

Our Key Areas of Focus for April 2024 - March 2025

 

 

What's next?

We have now submitted our performance to the Regulator of Social Housing and in Autumn 2024 the results for the whole sector will be published, so customers can see how we perform against others too.

We will be monitoring the action that we take from our TSMs, to make sure that it is delivering improvement for our customers. 

We have also now started to collect our TSM data for 2024-25 and will be reaching out to around 600 customers between now and March 2025 to take part in the survey. We really hope that as many customers as possible share their views with us.