Tenant Satisfaction Measures 2024 Results

Tenant Satisfaction Measures 2024 Results

Do you know what Tenant Satisfaction Measures (TSMs) are?  TSMs are a set of measures that aim to improve the lives of social housing tenants.  They are used to assess how well social housing landlords are doing at providing good quality homes and services.

Over 4,500 tenants responded to our survey which took place from 1 December 2023 - 28 January 2024.  This vital feedback will help us and Newcastle City Council to improve the services we provide to our tenants.

There are 22 tenant satisfaction measures, covering five themes:

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

Ten of these will be measured by landlords directly, and 12 will be measured by landlords carrying out tenant perception surveys.

Tenant Perception Survey - what we did

A census approach was taken for the TSMs survey, with all tenants invited to share their views over the same 8-week period.

The TSMs survey was sent to tenants through a variety of channels, depending on the contact information which was held by YHN. 

An easy read version of the survey was produced for those with learning disabilities or for tenants whose first language was not English, plus alternative formats of the survey, such as in community languages, were made available on request.

YHN staff also engaged with tenants face-to-face to encourage their participation. An incentive of a prize draw of shopping vouchers was offered to encourage tenants to respond. The prizes offered were: one first prize of a £200 shopping voucher, a second prize of £100 voucher and a third prize of £50 shopping voucher.
 

Our Results
Tenant Satisfaction Measure  % Satisfied 
TP01: Overall satisfaction  50.1% 
TP02: Satisfaction with overall repairs service  53.3%
TP03: Satisfaction with time taken to complete most recent repair  48.6%
TP04: Satisfaction that the home is well-maintained  53.4% 
TP05: Satisfaction that the home is safe  57.1% 
TP06: Satisfaction that the landlord listens to tenant views and acts upon them  38.2% 
TP07: Satisfaction that the landlord keeps tenants informed about things that matter to them  48.7% 
TP08: Agreement that the landlord treats tenants fairly and with respect  55.7% 
TP09: Satisfaction with the landlord’s approach to handling of complaints  17.4% 
TP10: Satisfaction that the landlord keeps communal areas clean and well-maintained  54.1% 
TP11: Satisfaction that the landlord makes a positive contribution to neighbourhoods  41.3% 
TP12: Satisfaction with the landlord’s approach to handling anti-social behaviour  45.2% 
What we measured directly - how are we performing?
RP - Keeping properties in good repair
RP01:Homes that do not meet the Decent Homes Standard 14.05%

RP02: Repairs completed within target timescale (Emergency)

RP02: Repairs completed within target timescale (Non-Emergency)

90.75%

86.30%

BS - Maintaining building safety
BS01: Gas safety checks                                                       99.98%
BS02: Fire safety checks 100%
BS03: Asbestos safety checks 99.95%
BS04: Water safety checks 100%
BS05: Lift safety checks 100%
CH - Effective handling of complaints

CH01: Complaints relative to the size of the landlord

Stage 1 complaints received per 1,000 units  

Stage 2 complaints received per 1,000 units

17.16      

3.46

CH02: Complaints responded to within Complaint Handling Code timescales

Stage 1 complaints responded to in target time

Stage 2 complaints responded to in target time 

61.31%

58.43%

NM - Responsible Neighbourhood Management

NM01: Anti-social behaviour cases relative to the size of the landlord

ASB cases received per 1,000 units

145.77  

NM02: Anti-social behaviour cases relative to the size of the landlord

Hate crimes received per 1,000 units

0.93

Is this page useful?
Is this page useful?