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Tenant Satisfaction Measures (TSMs)

The Tenant Satisfaction Measures (TSMs) have been introduced by the Regulator of Social Housing to assess how well social housing landlords are doing in providing good quality homes and services.

The measures focus on five key themes:

 

Results will be made public each year to allow tenants to understand how well their landlord is doing and compare them to other social housing providers.

You can visit www.gov.uk for further information on the Tenant Satisfaction Measures External Hyperlink.


Our latest TSM 2023/2024 results

The survey for 2023-2024 was the first survey in accordance with questions set by the Regulator of Social Housing. 

Fareham Housing conducted the Tenant Satisfaction Survey from December 2023 to January 2024. Please follow the link where you can view a copy of the 2023/24 TSM survey PDF (298 KB) or a copy of our TSM Summary of Approach for 2023/24 PDF (123 KB).

 

The results from the survey are below: 

Tenant Satisfaction Measures Results 2023

83.40% Proportion of respondents who report that they are satisfied with the overall service from their landlord.                                        

70.30% Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood.

87.40% Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service.

 

63.80% Proportion of respondents who report that they are satisfied with their landlord's approach to handling anti-social behaviour.

82.50% Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair. 

40.20% Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord's approach to complaints handling.

80.20% Proportion of respondents who report that they are satisfied that their home is well maintained. 

71.20% Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them.

74.50% Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. 

72.70% Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them.

85.80% Proportion of respondents who report that they are satisfied that their home is safe.

82.10% Proportion of respondents who report that they agree their landlord treats them fairly and with respect.
TSMs Generated from Management Information:
4.83% Stage 1 complaints relative to the size of the landlord N/A Stage 2 complaints relative to the size of the landlord
83.3% Complaints responded to within Complaint Handling Code timescales - Stage 1 N/A Complaints responded to within Complaint Handling Code timescales - Stage 2
26.98% Anti-social behaviour cases relative to the size of the landlord 1.61% Number of anti-social behaviour cases that involve hate incidents
1.60% Homes that do not meet the Decent Homes Standard 75.90% Repairs completed with target timescales-Non emergency repairs
75.90% Repairs completed with target timescales-Emergency repairs 98.81% Gas safety checks
99.90% Fire safety checks 66.60% Asbestos safety checks
100% Water safety checks 100% Lift safety checks

The results of all Registered Providers have now been passed to the Social Regulator of Housing and are expected to be published in the Autumn 2024. 




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