Grove Village

Tenant Satisfaction Measures (TSMs)

Our Tenant Satisfaction Measures (TSMs) results, taking us from April 2023 to March 2024, are the new way in which social housing providers like us are being measured by the Regulator of Social Housing (RSH). Thank you to all 151 of our residents at Grove Village who took part in our Tenant Perception TSM Survey, as this number means were able to fairly and accurately report our data.

The first table below 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. They will always start with either NM (Neighbourhood Management), RP (Repairing Properties), BS (Building Safety), or CH (Complaints Handling).

You will notice that there is no previous year comparisons, as this is the first time we have acquired these results. This will be the only year there is no comparison.

Tenant Perception TSMs

Code Measure 2024
TP01 Overall Satisfaction 90%
TP02 Satisfaction with repairs 88%
TP03 Satisfaction with time taken to complete most recent repairs 83%
TP04 Home is well maintained 89%
TP05 Home is safe 87%
TP06 We listen to your views and act upon 82%
TP07 We keep you informed about things that matter to you 90%
TP08 We treat you fairly and with respect 89%
TP09 We approach complaints satisfactorily 62%
TP10 We keep communal areas safe, clean and maintained 94%
TP11 We make a positive contribution to your neighbourhood 89%
TP12 We approach antisocial behaviour satisfactorily 81%

Technical TSMs

Code Measure 2024
NM01 Number of ASB cases (per 1,000 homes) 25.9*
NM01 Number of ASB cases which involves hate (per 1,000 homes) 0
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 99.4%
RP02 Proportion of emergency responsive repairs completed within the landlord's target timescale 99.71%
BS01 Gas safety checks 100%
BS02 Fire safety checks N/A
BS03 Asbestos safety checks 100%
BS04 Water safety checks N/A
BS05 Lift safety checks N/A
CH01 Complaints received based on landlord size (Stage one, per 1,000 homes) 17.2
CH01 Complaints received based on landlord size (Stage two, per 1,000 homes) 4.3
CH02 Complaints responded to within Complaint Handling Code timescales (Stage one) 100%
CH02 Complaints responded to within Complaint Handling Code timescales (Stage two) 100%

* Calculations are based on the ratio of per 1,000 homes, yet there are only 464 Low Cost Rental Accommodation (LCRA) homes at Grove Village.

We have also started to take action against some of the feedback you provided, all of which helps us to better understand and improve the services we provide to you.

You told us that our complaints handling process needs improving

Our lowest mark in the Tenant Perception TSMs was for how we handle our complaints, rated at 62%. Therefore we have now:

  • Ensured all complaints are recorded on a centralised system so that we can ensure we better manage your complaints in a more timely manner, and there are no delays in responding to you.
  • Your Housing Group has also created a dedicated complaints team who are specifically-trained to learn from the types of complaints we get, and how we can improve services.
You told us that we could be quicker when it came to completing your repairs

Work is still underway to better manage our repairs which are carried out by Morgan Sindall. We now:

  • Record a repair and attend and ensure that the repair is completed as described. 
  • If there another repair, which has either happened as a result of the repair we have carried out, or maybe was the underlying cause of the original repair, we will not close the case until this has been resolved.
  • Every morning, we now view and discuss all open repairs, and any where we have missed the deadline to complete them.
  • Every month, we also check any missed repairs, and go back through them to learn from them and ensure they don’t happen again.
You said that we could better handle antisocial behaviour

Concerns have been raised about possible gang-related activity and drug dealing. We have:

  • Worked with, and continue to work with, Greater Manchester Police to identify who these people are, and identify known issues in detail. This has resulted in some arrests.
  • We have also worked with the antisocial behaviour action team (ASBAT) at Manchester City Council to tackle antisocial behaviour in front of the commercial units.
You said that we listened to your views and acted upon them

This may seem small, but it’s important to us and mostly to you, that we do care about what you are telling us. So, we have:

  • Installed five 5 dog waste bins across Grove Village, and now provide free waste bags at the Grove Village Office as many of you told us that dog mess was becoming an issue.

Related pages