Annual Tenant Satisfaction Measures Survey
Contents
Overview
In 2023, the Regulator of Social Housing introduced a set of performance measures to find out how our tenants feel about a range of categories.
Some of these measures are collected from the annual tenant satisfaction survey, and some from mangement information.
Tenant satisfaction survey
Thank you to everyone who took part in our tenant satisfaction survey 2023. This was carried out between June and July 2023.
The survey and report was delivered by ARP Research.
Overall, 1058 tenant households took part in the survey.
The survey allowed tenants to have their say about:
- the standard of their home
- the services they receive
- how our services can be improved in the future
We recognise the importance of listening to tenant feedback about their expectations and experiences of using our services and are committed to using the results of the annual survey to improve services.
See the full report.
Comparing results
This is the first year of the Regulator of Social Housing's tenant satisfaction measures (TSMs), that all social landlords must report annually.
We carried out a similar survey in 2022 to help us understand customer satisfaction, although this was not required by the Regulator of Social Housing.
Services overall
68% of tenants said they were satisfied overall.
This result is a fall compared to our 2022 survey result of 78% satisfaction, but is still close to ARP's benchmark of 71%.
This fall is consistent with trends across the housing sector, which is believed to be impacted by the pandemic, cost of living crisis, rent increases and shortages in labour and materials.
This result is based on a few key topics which are best for predicting overall tenant satisfaction. These are:
- listens to and acts on views
- our repairs service over the last 12 months
- a well maintained home
- treats tenants fairly and with respect
- time taken to complete repairs
The home
71% of tenants reported feeling safe in their home.
68% believed their home was well maintained.
55% of tenants were satisfied with the cleanliness and maintenance of their communal areas.
Those who didn't find their home to be safe mentioned damp, mould or general maintenance issues.
This is a new question, so cannot be compared to our 2022 tenant survey, but overall these scores are in line with ARP's other tenant surveys.
Repairs
73% of tenants were satisfied with our repairs service.
65% were satisfied with the time taken to complete repairs.
Satisfaction with time taken to complete a repair was lower in West Shields compared with other areas.
These results are above average compared with ARP's other tenant surveys.
Communication
60% of tenants reported that they were kept well informed and 61% felt that their views were listened to and acted on.
71% of tenants reported feeling that they were treated fairly and with respect.
Being listened to and views acted on has fallen from the 67% satisfaction reported last year, but is above the average 57% reported by ARP's other tenant surveys.
Being treated fairly has also decreased from last year, but dissatifaction levels haven't changed.
Neighbourhood
52% of tenants reported thinking their landlord makes a positive contribution to their neighbourhood.
52% of tenants were also satisfied with our approach to antisocial behaviour.
Both ratings have fallen largely in West Shields, Riverside, and East Shields and Whitburn when compared with the 2022 survey.
Satisfaction with the approach to handling antisocial behaviour has fallen, yet still matches the benchmark.
Complaints
30% of tenants were satisfied with how we handled their complaint.
25% said they had complained in the last 12 months.
From past experience with the question, it's important to note that tenants who claim to have complained may not have used the formal complaint system.
This score better represents tenants who had some sort of issue or problem over the last 12 months that they believe we needed to solve.
The wording of this question was different to previous years and so cannot be compared, but it is slightly lower than the 33% average satisfaction of ARP's other tenant surveys.
Management information
| Measures set by the Regulator | Result |
|---|---|
Proportion of homes for which all required gas safety checks have been carried out (BS01) | 100% |
Proportion of homes for which all required fire risk assessments have been carried out (BS02) | 100% |
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out (BS03) | 100% |
Proportion of homes for which all required legionella risk assessments have been carried out (BS04) | 100% |
Proportion of homes for which all required communal passenger lift safety checks have been carried out (BS05) | 100% |
Number of anti-social behaviour cases, opened per 1,000 homes (NM01) | 22.4 |
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes (NM01) | 8.0 |
Proportion of homes that do not meet the Decent Homes Standard (RP01) | 0 |
Proportion of non-emergency responsive repairs completed within the landlord's target timescale (RP02)
| South Tyneside Homes currently use two separate ICT systems for non-emergency repairs which do not have the capability to track the full duration of the work. Therefore, the RP02 calculation and performance cannot be provided for 2023. However, from April 2024 a mechanism has been put in place to be able to track the full duration of the work. |
Proportion of emergency responsive repairs completed within the landlord's target timescale (RP02) | 99.4 |
Number of stage one complaints received per 1,000 homes (CH01) | 63.3 |
Number of stage two complaints received per 1,000 homes (CH01) | 9.3 |
Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales (CH02) | 90.1 |
Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales (CH02) | 95.5 |