Tenant satisfaction measures (TSMs) – results for 2023-24
In September 2022 the Regulator of Social Housing (RSH) introduced 22 TSMs, that all providers of social housing are required to use to report on the performance of their housing service.
The RSH has set rules for the collation of each of the 22 TSMs so that they are all collated in a standard way, and to allow for the performance of different social landlords to be compared.
More information on the TSMs is available here.
The first required reporting period for the TSMs is 1 April 2023 to 31 March 2024, or 2023-24. The Council has now collated all of the TSMs for 2023-24, and the results are presented below.
Tenant perception survey results
12 of the 22 TSMs are derived from a survey of council tenants. The Council employed an independent research company, Opinion Research Services, to conduct and analyse its tenant survey results.
The Council’s survey was completed between 20 February 2024 and 26 April 2024. This was later than planned as the RSH rules required for the survey fieldwork to be completed by 31 March 2024. But confirming the arrangements for ensuring the security of tenants’ data necessary for the survey took longer than anticipated, and this delayed the survey timetable. The Council has informed the RSH of this delay.
As part of the survey, 1010 council tenants were interviewed. The raw results were then weighted, or compared with the data for all of the council’s tenants, to ensure that the results were representative of all council tenants. More information on our survey approach is given in our Summary of Approach document (PDF)
Management TSMs
The remaining 10 TSMs are calculated from the Council’s management and information systems, using rules set by the RSH.
Comparing our results
In order to provide context for our results, we have compared Newham’s results with the median result for 24 other London councils and that of a London ALMO. ALMO stands for Arms-Length Management Organisation, which is an organisation established by a council to run its housing service.
The information used for comparison has been obtained via the Council’s membership of Housemark, which allows social landlords to learn from each other’s performance.
The median is the middle number in range of values sorted from lowest to highest, or the other way round. It is an alternative measure to the average, or mean, which can sometimes be affected by extreme high or low values.
Table 1: TSMs derived from tenant perception survey
N.B. All scores are rounded to the nearest whole number or percentage.
|
Tenant satisfaction measure |
Performance (%) |
Median score of other London councils and an ALMOs |
|
TP01 - Overall satisfaction |
59% |
59% |
|
TP02 - Satisfaction with repairs |
72% |
64% |
|
TP03 - Satisfaction with time taken to complete most recent repair |
62% |
61% |
|
TP04 - Satisfaction that the home is well maintained |
61% |
61% |
|
TP05 - Satisfaction that the home is safe |
71% |
67% |
|
TP06 - Satisfaction that the landlord listens to tenant views and acts upon them |
54% |
51% |
|
TP07 - Satisfaction that the landlord keeps tenants informed about things that matter to them |
62% |
66% |
|
TP08 - Agreement that the landlord treats tenants fairly and with respect |
73% |
69% |
|
TP09 - Satisfaction with the landlord’s approach to handling complaints |
27% |
26% |
|
TP10 - Satisfaction that the landlord keeps communal areas clean and well maintained |
70% |
62% |
|
TP11 - Satisfaction that the landlord makes a positive contribution to neighbourhoods |
57% |
62% |
|
TP12 - Satisfaction with the landlord’s approach to handling anti-social behaviour |
58% |
58% |
Table 2 – TSMs derived from management systems
N.B. All scores are rounded to the nearest whole number or percentage.
|
Tenant satisfaction measure |
Performance |
Median of other London councils and an ALMOs |
|
CH01 - Complaints relative to the size of the landlord (Stage 1) |
84 |
70 |
|
CH01 - Complaints relative to the size of the landlord (Stage 2) |
7 |
13 |
|
CH02 - Complaints responded to within Complaint Handling Code timescales (Stage 1) |
72% |
73% |
|
CH02 - Complaints responded to within Complaint Handling Code timescales (Stage 2) |
69% |
69% |
|
NM01- Anti-social behaviour cases relative to the size of the landlord (cases per 1000 homes) |
149 |
32 |
|
NM01- Anti-social behaviour cases relative -hate crimes only (cases per 1000 homes) |
0 |
0 |
|
RP01 - Homes that do not meet the Decent Homes Standard |
29% |
9% |
|
RP02 - Repairs completed within target timescale - non-emergency repairs |
67% |
79% |
|
RP02 - Repairs completed within target timescale – emergency repairs |
96% |
91% |
|
BS01- Gas safety checks |
100% |
100% |
|
BS02 - Fire safety checks |
98% |
100% |
|
BS03 - Asbestos safety checks |
82% |
100% |
|
BS04 - Water safety checks |
98% |
99% |
|
BS05 - Lift safety checks |
91% |
98% |
As at 31 March 2024 the Council had 18717 properties (i.e. individual houses and flats as at 31 March 2024). This figure is specified stock count that is used for four of the 10 management TSMs.
Commentary
Our results are generally in line with those of other London councils and, in areas where we are behind, the Council has plans in place to improve the services that tenants receive. Key improvements underway include:
- Extensive maintenance programmes which are designed to improve the general condition and safety of our housing stock. In 2024-25 we will particularly focus on improving the information that we provide to tenants, about the works that are planned for their homes/estates
- We have reviewed the oversight of the delivery of our safety inspections (e.g. gas servicing, lift safety checks etc.), and are now looking at expanding our use of independent organisations to review how we deliver these works
- We will continue the review of our repairs processes to improve tenants’ experience of the service in terms of reporting repairs, arranging appointments and ensuring the quality of works completed
- We have conducted a self-assessment against the Housing Ombudsman’s Complaint Handling Code self-assessment-form-lbn-2024-v4 (newham.gov.uk (PDF)), and we will be looking to gain further insight from tenants who have used the Housing complaints process
- We are working to establish more Tenants and Residents Associations, to involve council residents in the Council’s plans to improve the areas where they live
