Tenant satisfaction measures
Tenant satisfaction measures
Last updated: 19/11/2024
In June this year, as required by the Regulator of Social Housing, we published our first set of data against the tenant satisfaction measures.
The aim of the tenant satisfaction measures is to provide clear, visible and comparable information around landlord performance.
We are working with an independent company, Acuity Research and Practice to carry out surveys with residents on our behalf. A member of the Acuity team may contact you, usually through a phone call and will ask a series of set questions from which from we will report the results to the Regulator in June 2025.
We’re committed to tracking our progress and ensuring that we are improving on these measures. We are pleased to publish results from April 2024 to September 2024, ahead of the next set of results that the Regulator will require us to publish in June 2025.
This includes feedback collected from over 600 residents in that period. The latest results are also available to view on this infographic.
Our current scores
Overall satisfaction (April 2024 to September 2024)
| Satisfied | Neutral | Dissatisfied |
| 75.51% | 10.11% | 14.38% |
Keeping properties in good repair
Taking everything into account, how satisfied or dissatisfied are you with the service provided by Settle?
| Satisfied | Neutral | Dissatisfied |
| 69.57% | 6.04% | 24.38% |
How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it?
| Satisfied | Neutral | Dissatisfied |
| 64.79% | 5.87% | 29.35% |
How satisfied or dissatisfied are you that Settle provides a home that is well maintained?
| Satisfied | Neutral | Dissatisfied |
| 69.6% | 10.4% | 20% |
Maintaining building safety
Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Settle provides a home that is safe?
| Satisfied | Neutral | Dissatisfied |
| 78.33% | 7.72% | 13.96% |
Respectful & helpful engagement
How satisfied or dissatisfied are you that Settle listens and acts to your views and acts upon them?
| Satisfied | Neutral | Dissatisfied |
| 57.3% | 13.33% | 29.4% |
How satisfied or dissatisfied are you that Settle keeps you informed about things that matter to you?
| Satisfied | Neutral | Dissatisfied |
| 72.24% | 11.03% | 16.73% |
To what extent do you agree or disagree with the following “my landlord treats me fairly and with respect”?
| Satisfied | Neutral | Dissatisfied |
| 78.31% | 12.56% | 9.12% |
Effective handling of complaints
How satisfied or dissatisfied are you with Settle’s approach to complaints handling?
| Satisfied | Neutral | Dissatisfied |
| 37.93% | 13.22% | 48.85% |
Responsible neighbourhood management
How satisfied or dissatisfied are you that Settle keeps these communal areas clean and well maintained?
| Satisfied | Neutral | Dissatisfied |
| 67.86% | 7.14% | 25% |
How satisfied or dissatisfied are you that Settle makes a positive contribution to your neighbourhood?
| Satisfied | Neutral | Dissatisfied |
| 62.75% | 19.33% | 17.93% |
How satisfied or dissatisfied are you with Settle’s approach to handling anti-social behaviour?
| Satisfied | Neutral | Dissatisfied |
| 58.74% | 13.29% | 27.97% |
Trust & Effort
In addition to the tenant satisfaction measures, it is also important to us to understand how much you trust us as your landlord and how easy you feel it is to have your issues resolved.
We are delighted to confirm that we achieved higher results than the targets we had set ourselves last year:
-
- Trust – 7.26 [where the higher the score the better]
- Effort – 2.81 [where the lower the score the better]
This is based on resident influence on our work – we will continue listening, learning and responding to deliver what we know is most important to you.
Overall satisfaction
Taking everything into account, how satisfied or dissatisfied are you with the service provided by Settle? ?
| Satisfied | Neutral | Dissatisfied |
| 70% | 14% | 16% |
Keeping properties in good repair
How satisfied or dissatisfied are you with the overall repairs service from Settle over the last 12 months?
| Satisfied | Neutral | Dissatisfied |
| 70% | 8% | 22% |
How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it?
| Satisfied | Neutral | Dissatisfied |
| 63% | 7% | 30% |
How satisfied or dissatisfied are you that Settle provides a home that is well maintained?
| Satisfied | Neutral | Dissatisfied |
| 69% | 12% | 19% |
Homes that do not meet the Decent Homes Standard.
| 0.02% |
(Homes that meet the Decent Homes Standard – 98.8%)
Responsive repairs completed within target timescale (Non-emergency)
| 72% |
Emergency repairs completed within target timescale (Emergency)
| 99.95% |
Maintaining building safety
Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Settle provides a home that is safe?
| Satisfied | Neutral | Dissatisfied |
| 75% | 10% | 15% |
Proportion of homes for which all required gas safety checks have been carried out.
| 100% |
Proportion of homes for which all required fire risk assessments have been carried out.
| 100% |
Proportion for which required asbestos management surveys or re-inspections have been carried out.
| 100% |
Proportion of homes for which all required legionella risk assessments have been carried out.
| 100% |
Proportion of homes for which all required communal passenger lift safety checks have been carried out.
| 100% |
Respectful & helpful engagement
How satisfied or dissatisfied are you that Settle listens to your views and acts upon them?
| Satisfied | Neutral | Dissatisfied |
| 54% | 20% | 26% |
How satisfied or dissatisfied are you that Settle keeps you informed about things that matter to you?
| Satisfied | Neutral | Dissatisfied |
| 70% | 15% | 15% |
To what extent do you agree or disagree with the following “my landlord treats me fairly and with respect”?
| Satisfied | Neutral | Dissatisfied |
| 75% | 14% | 11% |
Effective handling of complaints
How satisfied or dissatisfied are you with Settle’s approach to complaints handling?
| Satisfied | Neutral | Dissatisfied |
| 36% | 15% | 49% |
Complaints relative to the size of the landlord. Complaints per 1,000 properties – Stage 1.
| 6.3% |
| Complaints per 1,000 properties | ||
| 63.3 |
Complaints relative to the size of the landlord. Complaints per 1,000 properties – – Stage 2.
| 1.3% |
| Complaints per 1,000 properties | ||
| 12.9% |
Complaints responded to within Complaint Handling Code Timescales – Stage 1.
| 98.25% |
Complaints responded to within Complaint Handling Code Timescales – Stage 2.
| 98.77% |
Responsible neighbourhood management
How satisfied or dissatisfied are you that Settle keeps these communal areas clean and well maintained?
| Satisfied | Neutral | Dissatisfied |
| 60% | 13% | 27% |
How satisfied or dissatisfied are you that Settle makes a positive contribution to your neighbourhood?
| Satisfied | Neutral | Dissatisfied |
| 60% | 23% | 17% |
How satisfied or dissatisfied are you with Settle’s approach to handling anti-social behaviour?
| Satisfied | Neutral | Dissatisfied |
| 55% | 21% | 24% |
Anti-social behaviour cases relative to the size of the landlord.
| 4.8% |
| Cases per 1,000 properties | ||
| 48.4 |
Anti-social behaviour cases relative to the size of the landlord that involve hate crime.
| 0.08% |
| Cases per 1,000 properties | ||
| 0.8 |
Effort and trust
In addition to the tenant satisfaction measures, it is also important to us to understand how much you trust us as your landlord and how easy you feel it is to have your issues resolved.
We are delighted to confirm that we achieved higher results than the targets we had set ourselves last year:
-
- Trust – we had a target for the year to achieve a resident trust score of 7.2 [where the higher the score the better], we achieved 7.4.
-
- Effort – we had a target of below 4 [where the lower the score the better], we achieved 2.8.
This is based on resident influence on our work – we will continue listening, learning and responding to deliver what we know is most important to you
Summary
The results shown on this page report on data gathered between 1st April 2023 and 31st March 2024. We have monitored this throughout the year and reported on this to our Board. We set and agreed targets for the year with our Board, focussed on dissatisfaction, alongside targets for the operational activity we are required to submit to our Regulator.
We report on 22 measures in total.
Thirteen of the measures met and exceeded target. These were: overall satisfaction, residents feeling that they are kept informed, treated with respect, feeling that we make a positive contribution to the neighbourhood, that we provide safe homes and well-maintained homes, our provision of emergency repairs, how we meet the five compliance measures (gas, fire, water, asbestos, lifts) and complaints resolved within ombudsman timeframes. Three measures missed target but were within Board agreed tolerance of 5% which were repairs satisfaction, our handling of Anti-Social Behaviour (ASB) and Decent Homes.
Four targets were missed. These were our maintenance of communal areas, time taken on repairs, residents feeling that we listen and act and complaint satisfaction. Two further have been monitored but not targeted as there is yet to be information published on what represents a good score. They are complaints per one thousand properties and ASB per one thousand properties.
For the four areas of underperformance, we have plans in place to increase satisfaction over the next twelve months. These include:
-
- Neighbourhood maintenance and repairs improvement plans.
-
- How we listen and act: improving communication around repairs.
-
- Complaints satisfaction: improving how we signpost to and handle complaints.
We monitor progress through our Listen and Act colleague group, along with our Tenant and Resident Assurance Panel which includes our Chief Executive and members of our Executive team. We report on outputs from these groups at the Operations Committee of our Board and where appropriate, to full Board.
From benchmarking information comparing settle to other similar organisations carried out during the year, we can see that settle sits in the middle of the range for resident satisfaction. We had an independent audit carried out on our approach to the Tenant Satisfaction Measures. The auditors found significant assurance in our methodology, calculation and approach to collection, and also detail that our scores are in line with other housing sector clients.
Our feeling at settle is that the results we are reporting here show that we have performed reasonably well during the past year. Our focus is on continuing to deliver improvements so that over the next twelve months we can report that we are performing very well. We have plans in place across services. We know that increasing repairs performance is key to resident trust and good performance against the Tenant Satisfaction Measures, and this will remain our focus over the next twelve months.
More information on what we’re doing to improve our services can be found in our latest news story –Tenant Satisfaction Measures – what we’re hearing from you
In December 2021 the Regulator for Social Housing (the Regulator) launched a consultation on proposed Tenant Satisfaction Measures. The aim of these measures, which were first included in the Social Housing White Paper, is to provide residents and the Regulator with clear and comparable information about landlords’ performance. This will help residents hold their landlords to account and will also be used by the Regulator in their role assessing how well social housing landlords in England are doing at providing good quality homes and services.
Under the current proposals, we will need to share our performance against the measures with our residents once a year and, as a housing association with over 1000 homes, we will also need to provide the Regulator with this information.
We welcome the intentions of the Tenant Satisfaction Measures, and always aim to provide good services to residents. So, whilst the results of the Regulator’s consultation are due to be published in late summer 2022, with landlords like Settle expected to report on the measures from April 2023, we are started to survey residents based on the draft measures In August 2022.
What do the tenant satisfaction measures cover?
There are 22 measures in total which fall under five main themes:
- Keeping properties in good repair
- Maintaining building safety
- Effective complaints-handling
- Respectful and helpful tenant engagement
- Responsible neighbourhood management
Under current proposals, 10 of the 22 measures will be directly measured using data landlords like settle have – for example, how many of our homes meet the Decent Homes standard set by government or how many complaints we respond to within the Housing Ombudsman’s Code timescales
The remaining 12 will be measured by surveying our residents.
We are reporting on settle’s full year performance, from 1st April 2023 to 31st March 2024. During that period, we have received 1401 responses from tenants.
How do we carry out our surveys?
We work with our partner Acuity Research and Practice LTD who carry out the surveys on behalf of settle. They have collected 71% of responses through telephone calls and 29% through online surveys. We carried out surveys on a monthly basis and review the data each month to look at trends. Every quarter, we overlay this data with other feedback that we receive and share this at different levels in the organisation, identifying areas for improvement and where deeper analysis is required. There is no incentive given to residents to complete these surveys.
Who takes part?
Acuity select tenants randomly and make sure we get feedback from different age groups, tenures and neighbourhoods, making it proportional to the different tenants living in settle homes. There are no tenants in the relevant population that have not been included in this survey. All our tenures are covered through this process, except leaseholders and shared owners. We carry out a shared ownership survey once a year and report the results separately. You can find these here.
Once we receive the feedback, we check how representative the respondents are of the tenants who live in our homes. We look into these main areas:
· Type of tenure
· County
· Age group
· Length of tenancy
Which questions are asked?
We ask tenants 12 questions required by the regulator but have also added a few questions to gain a better insight how residents feel. You can find the whole list below:
Related pages
We carried out a pilot of these Tenant Satisfaction Measures surveys to residents on the anniversary of their settle tenancy. You can see these scores in the links below.
Tenant Satisfaction Measure scores from April 2023 – November 2023
Tenant Satisfaction Measure scores from October 2022 – April 2023
Tenant Satisfaction Measure scores from August 2022 – October 2022