Tenant Satisfaction Measures (TSMs)

Contents

• What are the Tenant Satisfaction Measures
• The Results
• Summary of Approach

What are the Tenant Satisfaction Measures?

In April 2023, the Regulator of Social Housing introduced Tenant Satisfaction Measures (TSMs) aimed at driving up standards and to improve the quality of social housing by ensuring housing providers are accountable for the services delivered to customers.

All social housing providers are required to ask a set of standard questions at least once a year that relate to their level of satisfaction.

Between November 2023 and January 2024, 1,153 of you took part in a survey carried out by Acuity Research.

These measures will:

• Provide valuable insights into our customer satisfaction and highlight areas for improvement in our service delivery
• Show you how well we are doing in each area
• Provide standards to which we will be held accountable
• Allow the Regulator to see which landlords may need to make improvements.

There are 22 main measures against which our performance will be measured against, broken down further in the table below:

• 12 customer perception measures: These will show tenant satisfaction with the services we provide, for example, how well we’ve managed repairs or resolved complaints.

• 10 performance measures: These measures are based on our performance information, for example, how many of our homes meet the Decent Homes standard and how many cases of anti-social behaviour have been reported to us.

The full list of TSMs  (opens in a new window) can be found on the government website.

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The Results

The results are shared with the Regulator, and will provide insight on the issues we need to focus on as your landlord.

Our figures for 2023/24 were as follows:

Thank you to everyone who took part.

We really appreciate you taking the time to share your views and feedback with us!

Some of the actions we are working on are:

• Undertaking an exercise to review our current asbestos data, ensuring it meets the requirements of the Control of Asbestos Regulations 2012 and conforms with best industry practice. Following this review, a data cleansing exercise has taken place and a procurement exercise has been undertaken. We have successfully appointed a partner asbestos contractor to assist with achieving 100% compliance.
• Undertaking an exercise to review our current fire risk assessments following recommendations from Nottinghamshire Fire and Rescue Service to ensure our risk assessments meet the requirements of the Regulatory Reform (Fire Safety) Order 2005 and industry best practice. A procurement exercise has been undertaken to carry out fire risk assessments on all required buildings and a contractor successfully appointed to assist with achieving 100% compliance.
• Amending the call wait time for the Housing Repairs telephone line, reducing the time you are in a queue and to prevent the call from ending before you have spoken to someone
• Setting up a Complaints Panel where tenants will work with Officers to highlight any learning points.  Interested? Email housingengagement@rbxtowe.gov.uk to book your place.
• Sending out customer satisfaction surveys for complaints handling to identify improvements we need to make
• Recruiting a Change Delivery Manager to improve processes within the Housing Repairs and Asset Management teams
• Created a communal cleaning programme for general needs blocks which we will be publicising to tenants and leaseholders
• Introducing new Housing Service Standards which will tell you what level of service you can expect from us, and reporting progress against these to tenants regularly
• Introducing tenant newsletters to improve communication and tell you what we have been working

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Summary of Approach

The Regulator of Social Housing requires us to publish a summary of our approach used to generate the published tenant satisfaction measures.

This table shares the information on how we collected the results:

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