Tenant Satisfaction Measures (TSMs)
You can now read our first Tenant Satisfaction Measures (TSMs) results, taking us from April 2023 to March 2024. The 22 TSMs are the new way in which social housing providers like us are being measured by the Regulator of Social Housing (RSH). The tables below highlights both sections of the TSMs.
The first table covers the 12 TSMs known as Tenant Perception measures and are the results of your feedback, views and thoughts on our current service and provision. They will always start with the abbreviation TP (Tenant Perception).
The second table covers the 10 that are known as Technical TSMs and these are the new way in which we, like all housing providers, measure ourselves against our own targets. You will notice that we haven't provided a previous year comparison as this is the first time we have shared these results. This will be the only year there is no comparison. They will always start with either NM (Neighbourhood Management), RP (Repairing Properties), BS (Building Safety), or CH (Complaints Handling).
Tenant Perception TSMs
Code | Measure | 2023 | 2024 | Change |
TP01 | Overall Satisfaction | 72% | 74% | UP |
TP02 | Satisfaction with repairs | 66% | 65% | DOWN |
TP03 | Satisfaction with time taken to complete most recent repairs | 61% | 59% | DOWN |
TP04 | Home is well maintained | 73% | 76% | UP |
TP05 | Home is safe | 79% | 83% | UP |
TP06 | We listen to your views and act upon | 64% | 71% | UP |
TP07 | We keep you informed about things that matter to you | 73% | 80% | UP |
TP08 | We treat you fairly and with respect | 80% | 86% | UP |
TP09 | We approach complaints satisfactorily | 32% | 40% | UP |
TP10 | We keep communal areas safe, clean and maintained | 74% | 78% | UP |
TP11 | We make a positive contribution to your neighbourhood | 65% | 76% | UP |
TP12 | We approach antisocial behaviour satisfactorily | 65% | 73% | UP |
Technical TSMs
Code | Measure | 2023 | 2024 | Change |
NM01 | Number of ASB cases (per 1,000 homes) | - | 47.1 | - |
NM01 | Number of ASB cases which involves hate (per 1,000 homes) | - | 1.19 | - |
RP01 | How many homes do not meet Decent Homes Standard | - | 0% | - |
RP02 | Proportion of non-emergency responsive repairs completed within the landlord's target timescale | - | 29.9% | - |
RP02 | Proportion of emergency responsive repairs completed within the landlord's target timescale | - | 95.9% | - |
BS01 | Gas safety checks | - | 100% | - |
BS02 | Fire safety checks | - | 100% | - |
BS03 | Asbestos safety checks | - | 100% | - |
BS04 | Water safety checks | - | 100% | - |
BS05 | Lift safety checks | - | 100% | - |
CH01 | Complaints received based on landlord size (Stage one, per 1,000 homes) | - | 76 | - |
CH01 | Complaints received based on landlord size (Stage two, per 1,000 homes) | - | 7 | - |
CH02 | Complaints responded to within Complaint Handling Code timescales (Stage one) | - | 86.4% | - |
CH02 | Complaints responded to within Complaint Handling Code timescales (Stage two) | - | 86.4% |
overall customer satisfaction
We have seen a year-on-year increase in our overall customer satisfaction result, and we intend to keep this going! Thank you!
told us you felt safe at home
Ensuring everyone has a safe, comfortable home and environment is what we are passionate about, so still work to do, but we're on the right track!
say we treat you fairly and with respect
This is one of our values so to know we are getting this almost always right is rewarding.
feel we keep you up to date
Ensuring you have all the information you need, when you need it, is key to you feeling heard and us acting upon this.
deal with emergency repairs within agreed 24 hours
This is vitally important as we know when you're in a potentially dangerous or vulnerable situation, you need us to be there and quickly.
of our legal requirements completed and on time
We have once again ensured we do all of our compliance checks including gas, electricity, water, fire, and asbestos.
TSMs highlights
The results from our first TSMs are on the whole very positive. You can read through some of our key highlights here.
You will soon be able to see how we at Your Housing Group compare to other housing providers as the RSH will be releasing a results table in the Autumn. However, we believe we are in line with many of our fellow housing associations and we feel these results are a fair reflection of where we currently are.
We know there is still work to be done, particularly with our repairs service, but we can assure you that this is very much underway and we will share more about our service improvement plan soon.
Thank you to all 1,874 residents who completed a survey for our Tenant Perception TSMs as this allowed us to fairly and accurately report our data.