Tenant satisfaction measures: how our tenants think we're doing

Tenant satisfaction measures (TSMs) help to show how well social housing landlords, such as Uttlesford District Council, are doing at providing good quality homes and services.

This information can help our tenants to review our performance as a landlord and to hold us to account. We must show the results of our surveys.

We will also use the TSM information to continuously develop and improve our services.
 

Reporting

We must report on 2 types of TSMs:

• Tenant perception measures (TPMs)
• Management information measures (MIs)

You can read the full definitions of the tenant satisfaction measures on GOV.UK.
 

The tenant satisfaction measures

There are 22 tenant satisfaction measures, covering 5 themes. Ten of these, known as MIs, are measured by us as the landlord directly, and 12 TPMs are measured by our tenant perception surveys.

Tenant satisfaction survey

In the autumn of 2023 we commissioned an independent market research company to carry out a tenant satisfaction survey.

Overall satisfaction

TP01: Overall satisfaction

We asked this question: Taking everything into account, how satisfied or dissatisfied are you with the service provided by your landlord?

81% of our tenants are satisfied with the overall service from the council.

Keeping properties in good repair

TP02: Satisfaction with repairs

80% of our tenants were satisfied with the overall repairs service over the past 12 months.

TP03: Satisfaction with time taken to complete most recent repair

77% of our tenants were satisfied with the time taken to complete their most recent repair after they reported it.

TP04: Satisfaction that the home is well-maintained

78% of our tenants are satisfied that the homes provided by the council are well maintained.

RP01: Homes that do not meet the Decent Homes Standard

13.5% of our homes do not meet the decent homes standard

Find out about the Decent Homes Standard on GOV.UK. This is a government document describing conditions that social homes should meet.

RP02: Repairs completed within target timescale

82.7% of the non-emergency repairs requested by tenants were completed within target timescales.

92.2% of the non-emergency repairs requested by tenants were completed within target timescales.

Find out more about reporting repairs.

Maintaining building safety

TP05: Satisfaction that the home is safe

86% of our tenants are satisfied that the council provides a home that is safe, when thinking about the home that they live in.

Safety checks

BS01: Gas safety checks

99.8% of homes that have had all the necessary gas safety checks.

BS02: Fire safety checks

100% of homes in buildings that have had all the necessary fire risk assessments.

BS03: Asbestos safety checks

100% of homes in buildings that have had all the necessary asbestos management surveys or re-inspections.

BS04: Water safety checks

100% of homes that have had all the necessary legionella risk assessments*.

*Legionella is a bacteria that can make people ill if it gets into water supplies.

BS05: Lift safety checks

100% of homes in buildings where the communal passenger lifts have had all the necessary safety checks.

Respectful and helpful engagement

TP06: Satisfaction that the landlord listens to tenant views and acts upon them

66% of our tenants are satisfied that the council listens to their views and acts upon them.

TP07: Satisfaction that the landlord keeps tenants informed about things that matter to them

85% of our tenants are satisfied that the council keeps them informed about things that matter to them.

TP08: Agreement that the landlord treats tenants fairly and with respect

83% of our tenants agree that the council treats them fairly and with respect.

Effective handling of complaints

TP09: Satisfaction with the landlord's approach to handling of complaints

44% of our tenants are satisfied with the council's approach to handling complaints.

CH01: Complaints relative to the size of the landlord

39 Stage 1 complaints received relative to the size of the council as a landlord*.

5.3 Stage 2 complaints received relative to the size of the council as a landlord*.

*This measure will be based on the number of complaints the landlord receives for each 1,000 homes they own.

CH02: Complaints responded to within Complaint Handling Code timescales

46.3 Stage 1 complaints responded to within the Housing Ombudsman complaint handling code timescales*.

13.3 Stage 2 complaints responded to within the Housing Ombudsman complaint handling code timescales*.

*The percentage of complaints the landlord responds to within the times set by the Housing Ombudsman's Complaint Handling Code. All social housing landlords have to follow this code.

About complaints

Stage 1 complaints are new complaints made to us. We will acknowledge your complaint within 5 working days and send the stage 1 response to your complaint within 10 working days.

If you are unhappy with the way your complaint has been dealt with at stage 1 you can escalate the complaint to stage 2.

Find out about complaints, compliments and feedback on housing services.

The Housing Ombudsman is an independent organisation that tenants can ask to look at complaints about social housing landlords. Find out what the Complaint Handling Code says on GOV.UK.

Responsible neighbourhood management

TP10: Satisfaction that the landlord keeps communal areas clean and well-maintained

81% of our tenants are satisfied that the council keeps communal areas clean and well-maintained.

TP11: Satisfaction that the landlord makes a positive contribution to neighbourhoods

71% of our tenants are satisfied that the council makes a positive contribution to their neighbourhood.

TP12: Satisfaction with the landlord's approach to handling anti-social behaviour

70% of our tenants are satisfied with the council's approach to handling anti-social behaviour.

NM01: Anti-social behaviour cases relative to the size of the landlord

13.1 anti-social behaviour cases opened per 1000 homes*.

 0.3 anti-social behaviour cases that involve hate incidents opened per 1000 homes*.

*The number of anti-social behaviour cases opened for each 1,000 homes the landlord owns, including the number of cases that involve hate incidents.

TSM results as a table

You can also read our TSM results as tables.

Tenant perception measures (TPMs)

The 12 TPMs are measured by landlords carrying out tenant perception surveys.

Management information measures (MIs)

There are 10 MIs across 4 areas. They are collected in landlord and management data. 

Supporting information

Summary of approach

We must publish a summary of the survey approach used to generate published tenant perception measures.

Summary

The summary includes:

a. a summary of achieved sample size (number of responses)

502

b. timing of survey

11 October 2023 to 03 November 2023

c. collection method(s)

Telephone interviews with the option of email response.

d. sample method

Random, Stratified with quotas (tenure)

e. summary of the assessment of representativeness of the sample against the relevant tenant population (including reference to the characteristics against which representativeness has been assessed)

f. any weighting applied to generate the reported perception measures (including a reference to all characteristics used to weight results)

N/A

g. the role of any named external contractor(s) in collecting, generating, or validating the reported perception measures

Acuity Research & Practice Ltd
Collecting, generating, validating reported perception measures

h. the number of tenant households within the relevant population that have not been included in the sample frame due to the exceptional circumstances described in paragraph below* with a broad rationale for their removal

N/A

i. reasons for any failure to meet the required sample size requirements summarised

N/A

j. type and amount of any incentives offered to tenants to encourage survey completion

N/A

k. any other methodological issues likely to have a material impact on the tenant perception measures reported

N/A

Notes

36. The summary of approach must be proportionate to the complexity of the sampling methods employed and must include sufficient information to enable reasonable assessment of the validity of the published tenant perception measures. For example, the level of detail required from a relatively large provider applying stratified sampling and weighting of responses is significantly greater than that required from a small provider employing a simple census approach. Alongside this summary, all providers must publish the questionnaire(s) used to generate survey responses. This must include any additional questions and introductory or explanatory wording communicated to tenants alongside the TSM questions.

37. As part of the summary of the assessment of representativeness, all providers that own 1,000 or more dwelling units of relevant social housing stock must set out the following: proportion of the relevant (a) tenant population and (b) total survey responses that share the principal characteristics for which representativeness has been assessed (see illustration in Table 4). For these providers, a rationale for the choice of characteristics included must be set out with reference to tenant and stock profile. Where weighting has been used to ensure that the sample is as far as possible representative, (b) must reflect the weighted total survey responses used to generate reported TSMs.

38. The summary of approach must state if the provider has undertaken any tenant perception surveys which include TSM questions but has not included these responses in the calculation of the TSMs. A rationale for why this information has been excluded must be provided. The provider must include a summary of responses by survey collection method and the rationale for the survey collection method(s) chosen. Where there are any material year-on-year changes in survey methodology, for example in survey collection method(s), a summary of these changes must be included with the reason for any such changes. Further, any analysis of year-on-year changes in tenant perception measure performance published by the provider must refer to any material changes in survey methodology that are likely to have significantly affected satisfaction scores.

Question set

Question set as used in February and October 2023.

Data is published in the RFC 4180 open standard for CSV files as recommended by the government. You can read about this standard in the Tabular data standard profile on GOV.UK.

TSM question set February 2023 (CSV) (Spreadsheets, 5 KB)

TSM question set October 2023 (CSV) (Spreadsheets, 6 KB)