TSM quarterly updates: Q3 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 October to December 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: 266
55%
Satisfaction that the landlord listens to tenant views and acts open them (LCRA)
Target: 60%
Sample: 239
65%
Satisfaction that the landlord keeps tenants informed about the things that matter to them (LCRA)
Target: 71%
Sample: 243
71%
Agreement that the landlord treats tenants fairly and with respect (LCRA)
Target: 76%
Sample: 248
Shared ownership customers
47%
Overall customer satisfaction (LCHO)
Target: 55%
Sample: 124
38%
Satisfaction that the landlord listens to tenant views and acts open them (LCHO)
Target: 55%
Sample: 120
59%
Satisfaction that the landlord keeps tenants informed about the things that matter to them (LCHO)
Target: 65%
Sample: 119
60%
Agreement that the landlord treats tenants fairly and with respect (LCHO)
Target: 70%
Sample: 118
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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
66%
Satisfaction with the overall repairs service over the last 12 months
Target: 66.3%
Sample: 173
63%
Satisfaction with the time taken to complete the most recent repair
Target: 66.1%
Sample: 172
62%
Satisfaction that the home is well maintained
Target: 69.2%
Sample: 253
0.44%
Percentage of dwellings that do not meet the Decent Homes Standard
Target: 0.35%
72.13%
Non-emergency repairs completed on time
Target: 80%
96.86%
Emergency repairs completed on time
Target: 94.0%
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99.99%
Gas safety checks
Target: 100%
100%
Fire safety checks
Target: 100%
100%
Asbestos safety checks
Target: 100%
100%
Water safety checks
Target: 100%
100%
Lift safety checks
Target: 100%
81%
Satisfaction that the home is safe (tenants/specialist housing)
Target: 78%
Sample: 275
66%
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
35%
Satisfaction with the landlord's approach to handling complaints (LCRA)
Target: 36%
Sample: 78
8.27
Stage 1 complaints relative to the size of the landlord (LCRA)
Target: 2.5
2.57
Stage 2 complaints relative to the size of the landlord (LCRA)
Target: 2.0
97.67%
Stage 1 Complaints responded to within the Complaint Handling Code (LCRA)
Target: 75.00%
96%
Stage 2 Complaints responded to within the Complaint Handling Code (LCRA)
Target: 73.00%
Shared Ownership customers
36%
Satisfaction with the landlord's approach to handling complaints (LCHO)
Target: 34.0%
Sample: 30
2.08
Stage 1 complaints relative to the size of the landlord (LCHO)
Target: 1.66
0.3
Stage 2 complaints relative to the size of the landlord (LCHO)
Target: 0.5
100%
Stage 1 Complaints responded to within the Complaint Handling Code (LCHO)
Target: 75%
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
38%
Satisfaction that the landlord keeps communal areas clean and well-maintained (LCHA)
Target: 60.1%
55%
Satisfaction that the landlord makes a positive contribution to neighbourhoods (LCRA)
Target: 62.00%
56%
Satisfaction with the landlord's approach to handling ASB (LCRA)
Target: 58.0%
Shared Ownership customers
35%
Satisfaction that the landlord keeps communal areas clean and well-maintained (LCHO)
Target: 55.0%
43%
Satisfaction that the landlord makes a positive contribution to neighbourhoods (LCHO)
Target: 62.0%
42%
Satisfaction with the landlord's approach to handling ASB (LCHO)
Target: 55%
All customers
2.54
ASB cases per 1,000 properties
Target: 2.51
0.08
ASB cases that involve hate incidents per 1,000 properties
Target: 0.04