Tenant Satisfaction Measures (TSMs)

The Tenant Satisfaction Measures (TSMs) have been introduced by the Regulator of Social Housing in England to assess how well landlords are doing in providing good quality homes and services.

The measures focus on five key themes:

  • Keeping properties in good repair;
  • Maintaining building safety;
  • Respectful and helpful engagement;
  • Effective handling of complaints;
  • Responsible neighbourhood management

SHP carries out over 2,000 satisfaction surveys a year with residents. This year, we’re looking to increase this further because your feedback is vital to us and services we deliver.  

We use an independent company called IFF Research to carry out the surveys. They tell us, everything you say, the good and the bad. We use this feedback to improve the services we provide and the quality of your home. IFF makes calls from a landline number from the London area - 0203 148 7645. If they call, they'll explain who they are and ask if you're happy to complete a survey regarding SHP. It's completely up to you whether you'd like to take part in the survey, but your feedback is really valuable to us so we can improve the services you receive. 

Your survey responses are not shared with any other organisations or used for marketing purposes, and you can choose to remain anonymous if you'd prefer. We hope you can take part in the survey if IFF do call you. 

Whilst we don’t get everything right all the time, your feedback tells us we’re improving. This is because we are LISTENING and ACTING upon what you tell us. Below is a snapshot of some of the results - thanks for taking the time out to tell us what you think.

How we're performing on TSMs

The results below show our performance for the financial year 2023/24.

TSM Data, Keeping properties in good repair, Tenant satisfaction with the overall repairs service (that have had a repair in the last 12 months) is 69.7%, Proportion of all non-emergency repairs completed within SHP's targets timescale is 92.3%, Proportion of all emergency repairs completed within SHP's targets timescale (3 hrs) is 100%, Tenant satisfaction with time taken to complete most recent repair, (tenants who have had a repair within last 12 months) is 68.5%, Tenant satisfaction that their home is well maintained is 70%

TSM for Maintaining building safety, Tenant satisfaction that their home is safe 74.0%, Proportion of homes where all required legionella risk assessments have been carried out is 98.6%, Proportion of homes where all required asbestos surveys or reinspections have been carried out is 100%, Homes that do not meet the decent homes standard is 1.28%, Proportion of dwellings with a valid Landlords Gas Safety Record 99.9%, Proportion of homes where all required communal passenger lift safety checks have been carried out 100%, Proportion of homes where all required fire risk assessments have been carried out 100%

TSM Data Respectful and helpful engagement, Tenant satisfaction with the way SHP keeps them informed is 71.6%, Tenant satisfaction that SHP listens to your views and acts upon them is 57.3%, Agreement that the landlord treats tenants fairly and with respect 72.0%, Tenant satisfaction with the overall service provided by their landlord is 71.7%

 

TSM Data Effective handling of complaints, Complaints - number of Stage 1s per 1,000 homes is 27.2, Complaints - number of Stage 2s per 1,000 homes is 2.83, Stage 1 Complaints responded to in time, (10 days as per Ombudsman's Complaint Code) is 99.4%, Stage 2 Complaints responded to in time, (20 days as per Ombudsman's Complaint Code) is 100%, Tenant satisfaction with time taken to complete most recent repair, (tenants who have had a repair within last 12 months) is 68.5%

 

TSM data Responsible neighbourhood management, Tenant satisfaction that landlord keeps communal areas clean and well maintained is 73.4%, Satisfaction that SHP makes a positive contribution to the neighbourhood is 66.6%, Satisfaction with the landlord's approach to handling ASB is 62.6%, ASB cases opened - total number per 1,000 homes is 40, ASB cases opened - number from the total that involve hate incidents per 1,000 homes is 1