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.   

Each year, we’ll share an annual summary of our performance against the Tenancy Satisfaction Measures (TSMs), showing an average of our results over the last 12 months. Our results for 2024/25 are detailed below. You can find out more about how we did the survey in our summary of approach document.

As we merged during the year, we’re reporting the scores for legacy Longhurst Group below. You can find the combined Amplius TSM scores here.

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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

60.48%

Overall customer satisfaction (LCRA)

54.80%

Satisfaction that the landlord listens to tenant views and acts open them (LCRA)

67.10%

Satisfaction that the landlord keeps tenants informed about the things that matter to them (LCRA)

74.35%

Agreement that the landlord treats tenants fairly and with respect (LCRA)

Shared ownership customers

48%

Overall customer satisfaction (LCHO)

38.87%

Satisfaction that the landlord listens to tenant views and acts open them (LCHO)

60.71%

Satisfaction that the landlord keeps tenants informed about the things that matter to them (LCHO)

62.11%

Agreement that the landlord treats tenants fairly and with respect (LCHO)

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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

64.22%

Satisfaction with the overall repairs service over the last 12 months

62.96%

Satisfaction with the time taken to complete the most recent repair

62.96%

Satisfaction that the home is well maintained

2.19%

Percentage of dwellings that do not meet the Decent Homes Standard

67.37%

Non-emergency repairs completed on time

93.26%

Emergency repairs completed on time

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Maintaining building safety

This shows our performance against key safety metrics.

All customers

99.99%

Gas safety checks

100%

Fire safety checks

100%

Asbestos safety checks

98.73%

Water safety checks

100%

Lift safety checks

76.07%

Satisfaction that the home is safe (tenants/specialist housing)

69.97%

Satisfaction that the home is safe (Shared Ownership)

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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

34.35%

Satisfaction with the landlord's approach to handling complaints (LCRA)

134.79

Stage 1 complaints relative to the size of the landlord (LCRA)

41.70

Stage 2 complaints relative to the size of the landlord (LCRA)

94.37%

Stage 1 Complaints responded to within the Complaint Handling Code (LCRA)

74.04%

Stage 2 Complaints responded to within the Complaint Handling Code (LCRA)

Shared Ownership customers

29.47%

Satisfaction with the landlord's approach to handling complaints (LCHO)

31.71

Stage 1 complaints relative to the size of the landlord (LCHO)

13.15

Stage 2 complaints relative to the size of the landlord (LCHO)

97.30%

Stage 1 Complaints responded to within the Complaint Handling Code (LCHO)

89.47%

Stage 2 Complaints responded to within the Complaint Handling Code (LCHO)

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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

40.92%

Satisfaction that the landlord keeps communal areas clean and well-maintained (LCHA)

53.24%

Satisfaction that the landlord makes a positive contribution to neighbourhoods (LCRA)

50.51%

Satisfaction with the landlord's approach to handling ASB (LCRA)

Shared Ownership customers

44%

Satisfaction that the landlord keeps communal areas clean and well-maintained (LCHO)

43.64%

Satisfaction that the landlord makes a positive contribution to neighbourhoods (LCHO)

40.44%

Satisfaction with the landlord's approach to handling ASB (LCHO)

All customers

67.71

ASB cases per 1,000 properties

0.58

ASB cases that involve hate incidents per 1,000 properties

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