Tenant Satisfaction Measures tsms

Tenant Satisfaction Measures

Our TSMs for 2024-25

The Tenant Satisfaction Measures (TSMs) are a set of 22 measures set out by our regulator.

They help our customers and partners see how well our services are performing with:

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

They're also part of our Consumer Regulations. If you're one of our customers, you can use this information to hold us to account - find out how to do this here. All landlords with more than 1,000 homes, like us, will publish their TSM results.

The TSMs include:

  • 12 questions that we ask our customers about how they feel about our services.
  • 10 checks based on information we monitor.

Thank you to all those customers who took part in our survey last year (2024-25) to help us build the results below.

 

Our TSM results for 2024-25

 

Tenant perception scores (tenants only)
TP01 - Proportion of respondents who report that they are satisfied with the overall service from their landlord. 84.7%
TP02 - Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service. 84%
TP03 - Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair. 85.3%
TP04 - Proportion of respondents who report that they are satisfied that their home is well maintained. 83%
TP05 - Proportion of respondents who report that they are satisfied that their home is safe. 83.8%
TP06 - Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. 70.3%
TP07 - Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. 81.5%
TP08 - Proportion of respondents who report that they agree their landlord treats them fairly and with respect. 87.7%
TP09 - Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling. 44.7%
TP10 - Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. 70.4%
TP11 - Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. 75.3%
TP12 - Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour. 69.3%

 

Building safety (tenants and shared owners)
BS01 - Proportion of homes for which all required gas safety checks have been carried out. 100.0%
BS02 - Proportion of homes for which all required fire risk assessments have been carried out. 100.0%
BS03 - Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. 99.6%
BS04 - Proportion of homes for which all required legionella risk assessments have been carried out. 98.8%
BS05 - Proportion of homes for which all required communal passenger lift safety checks have been carried out. 98.9%

 

Neighbourhoods - anti-social behaviour (tenants and shared owners)
NM01 (1) - Number of anti-social behaviour cases opened per 1,000 homes.
  41.6
per 1,000 homes
NM01 (2) - Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes.
  1.2
per 1,000 homes

 

Home maintenance - repairs and Decent Homes Standards (tenants only)
RP01  - Proportion of homes that do not meet the Decent Homes Standard.
 0.5%
RP02 (1) - Proportion of non-emergency responsive repairs completed within the landlord’s target timescale.
(20 working days)
 84.0% 
RP02 (2) - Proportion of emergency responsive repairs completed within the landlord’s target timescale.
(24 hours)		 96.3% 

 

Complaints (tenants only)
CH01 (1) - Number of stage one complaints received per 1,000 homes.
  78.1 per 1,000 homes
CH01 (2) - Number of stage two complaints received per 1,000 homes.
  10.2 per 1,000 homes
CH02 (1) - Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
(5 working days to acknowledge + 10 working days to respond)		  95.9%

CH02 (2) - Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
(5 working days to acknowledge + 20 working days to respond)

  95.6%
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Next steps

The TSMs offer a key opportunity for us to learn and improve.

All landlords Comparing how we’re doing against other landlords

We will be reviewing our scores with our Customer Community network to get their perspective and ideas for how we can get better.

We’re proud to report high levels of customer satisfaction. This is a testament to how hard our team work to build positive relationships in our community.

That said, ‘Excellent Customer Experiences’ is one of our core strategic themes, so we’ll always look to do more.

We have a Customer Experience Working Group including colleagues from all areas of the business.  Last year they looked at revising our core service standards following feedback from our TSM survey.

This year, they're looking at contact logging. Our TSM feedback told us that sometimes customers feel like things slip through the net and they have to chase us for updates. We want to improve this.

We pride ourselves on going over and above in our building safety checks. So, our target is to achieve 100% compliance in all areas.

We didn’t achieve 100% compliance for our asbestos, legionella and passenger lift checks. This was because:

  • Some new homes were built at the end of March so there wasn't time to complete the water risk assessments before 31st.
  • One of our lift engineers got delayed, but we did manage to get the outstanding checks done in early April.
  • B3Living has some flats in buildings owned by other landlords who are responsible for these checks.

We weren’t able to get copies of evidence from all these third-party building owners, but we are continuing to pursue this information to achieve 100% compliance in future.

We've been working through a cycle of stock condition surveys across all our homes to check what condition they're in.

Our latest round found that 20 homes fell below the standard we would expect (13 for repairs, 6 for standards - e.g. broken light switches / trip hazards, and 1 due to the kitchen/bathroom layout).

We need to verify the surveys but, once we do this, we'll get any works arranged asap to bring us back up to 100% Decent Homes.

Although satisfaction with the we way handle complaints is in the upper quartile for the housing sector, we'd like to see this metric improve.

We have set up a dedicated complaints handling team to make sure we handle complaints in target timescales.

They came in during June-July 2024, so we only saw satisfaction with complaints improving towards the end of the year. We'll keep monitoring this.

More information about our plans for our complaints service is available in our Annual Complaints Performance and Service Improvement Report.

One of the only areas of customer satisfaction where we fell below the top scores (upper quartile) in the housing sector was keeping communal areas maintained.

Last year, our TSM survey showed that the issues with our grass cutting service had been felt by customers - so we're hoping that the work we've done to address this will make a difference. More on this here.