TSM quarterly updates: Q1 2024/25
We’re committed to providing clear and easy to understand information about how we’re performing, what customers are telling us and how we’re using this feedback to improve our services.
Every quarter we'll be providing a summary of our performance against all TSMs: our results for April to June 2024 are below.
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- Overall customer satisfaction and engagement
- Keeping properties in good repair
- Maintaining building safety
- Effective handling of complaints
- Responsible neighbourhood management
Overall customer satisfaction and engagement
These measures show how satisfied our customers are with the overall service we provide. This includes our low-cost rented accommodation customers and low-cost home ownership customers.
Tenants/specialist housing customers
60%
Overall customer satisfaction (LCRA)
Target: 66%
Sample: 285
55%
Satisfaction that the landlord listens to tenant views and acts open them (LCRA)
Target: 60%
Sample: 275
63%
Satisfaction that the landlord keeps tenants informed about the things that matter to them (LCRA)
Target: 71%
Sample: 274
73%
Agreement that the landlord treats tenants fairly and with respect (LCRA)
Target: 76%
Sample: 274
Shared ownership customers
41%
Overall customer satisfaction (LCHO)
Target: 55%
Sample: 127
38%
Satisfaction that the landlord listens to tenant views and acts open them (LCHO)
Target: 55%
Sample: 120
58%
Satisfaction that the landlord keeps tenants informed about the things that matter to them (LCHO)
Target: 65%
Sample: 120
56%
Agreement that the landlord treats tenants fairly and with respect (LCHO)
Target: 70%
Sample: 120
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Keeping properties in good repair
This shows the extent to which customers are satisfied by the repairs service we provide through our contractors, how quickly we complete repairs and how well we maintain their home.
All customers
64%
Satisfaction with the overall repairs service over the last 12 months
Target: 66.3%
Sample: 197
56%
Satisfaction with the time taken to complete the most recent repair
Target: 63.1%
Sample: 195
64%
Satisfaction that the home is well maintained
Target: 69.2%
Sample: 274
0.39%
Percentage of dwellings that do not meet the Decent Homes Standard
Target: 0.35%
67.3%
Non-emergency repairs completed on time
Target: 80%
95.3%
Emergency repairs completed on time
Target: 94.0%
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99.98%
Gas safety checks
Target: 100%
100%
Fire safety checks
Target: 100%
100%
Asbestos safety checks
Target: 100%
100%
Water safety checks
Target: 100%
97.78%
Lift safety checks
Target: 100%
75%
Satisfaction that the home is safe (tenants/specialist housing)
Target: 78%
Sample: 275
70%
Satisfaction that the home is safe (Shared Ownership)
Target: 78%
Sample: 120
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Effective handling of complaints
These measures show the extent to which customers are satisfied with the way we handle complaints and the time taken for us to respond.
Tenants/specialist housing customers
32%
Satisfaction with the landlord's approach to handling complaints (LCRA)
Target: 35.9%
Sample: 109
12.81
Stage 1 complaints relative to the size of the landlord (LCRA)
Target: 2.5
3.3
Stage 2 complaints relative to the size of the landlord (LCRA)
Target: 2.0
80.10%
Stage 1 Complaints responded to within the Complaint Handling Code (LCRA)
Target: 75.00%
46.32%
Stage 2 Complaints responded to within the Complaint Handling Code (LCRA)
Target: 73.00%
Shared Ownership customers
23.0%
Satisfaction with the landlord's approach to handling complaints (LCHO)
Target: 34.0%
Sample: 30
5.51
Stage 1 complaints relative to the size of the landlord (LCHO)
Target: 1.66
0.6
Stage 2 complaints relative to the size of the landlord (LCHO)
Target: 0.5
70.00%
Stage 1 Complaints responded to within the Complaint Handling Code (LCHO)
Target: 75.00%
100.00%
Stage 2 Complaints responded to within the Complaint Handling Code (LCHO)
Target: 73.00%
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Responsible neighbourhood management
This shows how satisfied customers are with the management our neighbourhoods and the support we provide to the communities we serve.
Tenants/specialist housing customers
44.0%
Satisfaction that the landlord keeps communal areas clean and well-maintained (LCHA)
Target: 60.1%
Sample: 144
48.0%
Satisfaction that the landlord makes a positive contribution to neighbourhoods (LCRA)
Target: 62.00%
Sample: 193
43.0%
Satisfaction with the landlord's approach to handling ASB (LCRA)
Target: 58.0%
Sample: 136
Shared Ownership customers
49.0%
Satisfaction that the landlord keeps communal areas clean and well-maintained (LCHO)
Target: 55.0%
Sample: 59
48.0%
Satisfaction that the landlord makes a positive contribution to neighbourhoods (LCHO)
Target: 62.0%
Sample: 193
37.0%
Satisfaction with the landlord's approach to handling ASB (LCHO)
Target: 55.0%
Sample: 120
All customers
5.21
ASB cases per 1,000 properties
Target: 2.51
0.00
ASB cases that involve hate incidents per 1,000 properties
Target: 0.04