Tenant Satisfaction Measures
What are they?
From April 2023 social housing providers started collecting data on a new set of Tenant Satisfaction Measures (TSMs). These new measures have been developed as part of a new system by the Regulator of Social Housing to assess how well a social housing landlord is providing good quality homes and services.
There are 22 TSMs in total, 12 of these require landlords to conduct a tenant perception survey. These are referred to as TP01 – TP12. The remaining 10 are management information measures which landlords collect throughout the year. The TSMs will take place every year going forward and the data will be submitted to the Regulator.
Why is it important?
The TSMs are great for tenants as they allow you to hold us accountable. The aim is to help improve standards by providing visibility and giving the regulator an insight into how we are performing. The results of the survey will also give Mid Devon Housing an idea of where and how we can improve year on year.
2023-2024 survey
We worked with Service Insights Ltd to carry out our 2023/24 survey in November and December of 2023 using postal, telephone and online survey methods. Service Insights selected a randomised sample through MS Excel randomisation which led to 625 responses. We would like to thank everyone that took part and encourage others to do so for future TSMs, your views help shape the service we provide you. You can view the scores by clicking the tabs below or download our user friendly report in the downloads section on the right hand side.
Test survey
You may remember in late 2022 we conducted a test survey for the TSMs. Although this was not a requirement and the data will not be submitted to the Regulator, at MDH we wanted to be able to better understand our results and tenants views before national data is published by the Regulator which we will be able to use for benchmarking. The test survey was completed in a similar way and received 822 responses. You can view the outcome of this survey in the downloads section.
What happens next?
We have been working hard to analyse your responses and have put together a comprehensive Improvement Plan which will allow us to ensure we provide the best possible service to our tenants. You can view this in the downloads section.
Alongside this, tenants were asked within the survey if they were happy to be contacted regarding their answers. We have been working through responses and contacting those tenants who said yes to this to offer the opportunity to discuss their concerns further and whether they wish to raise a formal complaint.
We have also started work on planning our next survey for 2024-2025. More details of this survey will be provided in due course.
Do you want to get involved?
If you would like to join a focus group to discuss the results of the TSMs, please get in touch with our Tenant Involvement Team:
tenantinvolvement@middevon.gov.uk
01884 255255
2023/24 TSM Results
| 23/24 Result | 22/23 Pilot Result |
| 62.4% | 70% |
| 23/24 Result | 22/23 Pilot Result |
| 63.8% | 69% |
| 23/24 Result | 22/23 Pilot Result |
| 57.5% | 65% |
| 23/24 Result | 22/23 Pilot Result |
| 65.3% | 65% |
| 23/24 Result | 22/23 Pilot Result |
| 71.6% | 71% |
| 23/24 Result | 22/23 Pilot Result |
| 50.6% | 50% |
| 23/24 Result | 22/23 Pilot Result |
| 62.2% | 61% |
| 23/24 Result | 22/23 Pilot Result |
| 69.8% | 66% |
| 23/24 Result | 22/23 Pilot Result |
| 22.2% | 30% |
| 23/24 Result | 22/23 Pilot Result |
| 49.3% | 53% |
| 23/24 Result | 22/23 Pilot Result |
| 49.9% | 47% |
| 23/24 Result | 22/23 Pilot Result |
| 49.6% | 47% |
The below performance measures were collected from 1st April 2023 until 31st March 2024. We are unable to provide a comparison because 2023-2024 was the first year we collected this data.
|
CH01 (Part 1) Number of stage one complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes. |
61.6 |
|
CH01 (Part 2) Number of stage two complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes. |
15.6 |
|
CH02 (Part 1) Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. |
98.4% |
| CH02 (Part 2)
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. |
89.1% |
| NM01 (Part 1)
Number of anti-social behaviour cases opened per 1,000 homes. |
10.8 |
|
NM01 (Part 2) Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes. |
0 |
|
RP01 Proportion of homes that do not meet the Decent Homes Standard. |
0.8% |
|
RP02 (Part 1) Proportion of non-emergency responsive repairs completed within the landlord’s target timescale. |
98.9% |
|
RP02 (Part 2) Proportion of emergency responsive repairs completed within the landlord’s target timescale. |
99.0% |
|
BS01 Proportion of homes for which all required gas safety checks have been carried out. |
100% |
|
BS02 Proportion of homes for which all required fire risk assessments have been carried out. |
100% |
|
BS03 Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. |
77.7% |
|
BS04 Proportion of homes for which all required legionella risk assessments have been carried out. |
100% |
| BS05
Proportion of homes for which all required communal passenger lift safety checks have been carried out. |
100% |