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.
 84.0% 
RP02 (2) - Proportion of emergency responsive repairs completed within the landlord’s target timescale.
 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.
  95.9%
CH02 (2) - Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
  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.

They review customer feedback from all sources and look for ways we can improve.

The next topic they plan to focus on is our core service standards in order to help customers hold us to account.

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 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.

For more than a decade, we have had 100% of our homes compliant with the Decent Homes Standard. Towards the end of year, our latest round of stock condition surveys found that 23 homes fell below the standard we would expect (20 for repairs and 3 for thermal comfort). 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.

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

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