Tenant satisfaction measures
Tenant satisfaction measures
Last updated: 26/06/2024
From April 2023 – a new housing regulation requires all social landlords like settle to collect data for 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 which from April 2023 we will report the results to the regulator in April 2024.
Below are the latest results from April 2023 to the end of March 2024.
Our current scores
Overall satisfaction
| Satisfied | Neutral | Dissatisfied |
| 70% | 14% | 16% |
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% |
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% |
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% |
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% |
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 Boar
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.
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