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2024/2025 Tenant Satisfaction Measures

About us About us

For this year's Tenant Satisfaction Survey, we have created a customer-facing report which gives an insight into the feedback we received and how we will be looking to improve our services during 2025/26 based off of this feedback.

 

To view the report, click this link:

 

 

Introduction

The Transparency, Influence and Accountability Standard requires all registered providers of social housing to collect and report annually on their performance using a core set of defined measures. We call these measures the Tenant Satisfaction Measures. The TSMs provide tenants with greater transparency about their landlord’s performance.

There are 22 measures in total; 12 of which are generated from a representative survey of tenants and the other 10 are generated from the our management information.

The TSMs are divided into 5 categories:

  • Building Safety
  • Anti-Social Behaviour
  • Decent Homes Standard & Repairs
  • Complaints
  • Tenant Perception Measures

Summary of Approach to Surveys

Between 30th September 2024 and 25th October 2024, we conducted telephone interviews and a small number of face to face interviews with customers to gauge their level of Tenant Satisfaction. As we manage less than 1,000 Low-Cost home ownership (LCHO) properties, our reporting focuses solely on Low-Cost Rent Accommodation (LCRA).

The responses we received were considered to be representative of our wider customer base and we therefore did not need to add ‘weighting’ to any of the results to give greater balance. There were no incentives offered to customers to complete the survey, and no household was excluded from the survey due to exceptional circumstances, as set out by the Regulator of Social Housing.

As well as the mandatory questions, respondents were also given the opportunity to say in their own words why they gave their overall satisfaction score and what they feel Arches Housing could do to improve their repairs service, complaint handling and the maintenance of communal areas. 

We commissioned Housemark, the UK’s leading data insight company, to carry out this Tenant Satisfaction Measures Survey. The telephone interviews were conducted by HouseMark using the following survey transcript:

Click here to view the transcript

Key Information

The results below are based on 317 responses collected. This currently provides a margin of error of +/- 4.71% which is within RSH guidelines and represents a response rate for Low-Cost Rental Accommodation of 26.7%.

Out of the 317 responses, 301 were conducted by telephone and 16 were conducted by a face-to-face interview. 

Sample Data

Overall and Repairs

Indicator
Numbers
Key
Comment
TP01 | Proportion of respondents who report that they are satisfied with the overall service from their landlord.

Target
77%

Score
83.9%

 266/317 Responded that they are 'Very Satisfied' or 'Fairly Satisfied' to the question: " Taking everything into account, how satisfied or dissatisfied are you with the service provided by Arches Housing?".
TP02 | Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service.

Target
78.7%

Score
85%

 204/240 Responded that they are 'Very Satisfied' or 'Fairly Satisfied' to the question: " How satisfied or dissatisfied are you with the overall repairs service from Arches Housing over the last 12 months?".
TP03 | 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.

Target
75.5%

Score
82.8%

 197/240 Responded that they are 'Very Satisfied' or 'Fairly Satisfied' to the question: " How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it?".
TP04 | Proportion of respondents who report that they are satisfied that their home is well maintained.

Target
77.8%

Score
83.8%

 259/309 Responded that they are 'Very Satisfied' or 'Fairly Satisfied' to the question: "How satisfied or dissatisfied are you that Arches Housing provides a home that is well maintained?".
RP01 | Proportion of homes that do not meet the Decent Homes Standard.

Target
0%

Score
0%

 All of our homes meet the Decent Homes Standard.
RP02(1) | Proportion of non-emergency responsive repairs completed within the landlord's target timescale.

Target
90%

Score
90.8%

 3411/3757 of non-emergency repairs completed within the year were within our target timescales.
RP02(2) | Proportion of emergency responsive repairs completed within the landlord's target timescale.

Target
91%

Score
93.6%

 833/890 of emergency repairs completed within the year were within our target timescales.

Maintaining Building Safety

Indicator
Numbers
Key
Comment
TP05 | Proportion of respondents who report that they are satisfied that their home is safe.

Target
82.2%

Score
88.2%

 269/310 Responded that they are 'Very Satisfied' or 'Fairly Satisfied' to the question: "Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Arches Housing provides a home that is safe?".
BS01 | Proportion of homes for which all required gas safety checks have been carried out.

Target
100%

Score
100%

 1239/1239 of homes which are required to have gas safety checks have been carried out as at year end.
BS02 | Proportion of homes for which all required fire risk assessments have been carried out.

Target
100%

Score
100%

 114 / 114 of homes which are required to have fire risk assessments have had one carried out as at year end.
BS03 | Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.

Target
100%

Score
100%

 618/618 of homes that required asbestos management surveys or re-inspections have been carried out.
BS04 | Proportion of homes for which all required legionella risk assessments have been carried out.

Target
100%

Score
100%

 1239/1239 homes which required legionella risk assessments have been carried out.
BS05 | Proportion of homes for which all required communal passenger lift safety checks have been carried out.

Target
N/A

Score
0%

 We do not own any dwellings for which we are responsible for passenger lift safety checks.

Respectful and Helpful Engagement

Indicator
Numbers
Key
Comment
TP06 | Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them.

Target
67.3%

Score
79.1%

 231/310 Responded that they are 'Very Satisfied' or 'Fairly Satisfied' to the question: "How satisfied for dissatisfied are you that Arches Housing listens to your views and acts upon them?".
TP07 | Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them.

Target
76.7%

Score
81.6%

 235/312 Responded that they are 'Very Satisfied' or 'Fairly Satisfied' to the question: "How satisfied or dissatisfied are you that Arches Housing keeps you informed about things that matter to you?".
TP08 | Proportion of respondents who report that they agree their landlord treats them fairly and with respect.

Target
83.3%

Score
88.2%

 269/310 Responded "Strongly Agree" or "Agree" to the question: "To what extent do you agree or disagree with the following 'Arches Housing treats me fairly and with respect'?"?

Effective Handling of Complaints

Indicator
Numbers
Key
Comment
TP09 | Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling.

Target
40%

Score
49.3%

 35/71 Responded that they are 'Very Satisfied' or 'Fairly Satisfied' to the question: "How satisfied or dissatisfied are you with Arches Housing's approach to complaints handling?".
CH01(1) | Number of stage one complaints received per 1,000 homes.

Target
40-60

Score
59.7

 We received 74 stage one complaints in total.
CH01(2) | Number of stage two complaints received per 1,000 homes.

Target
7

Score
7.3

 We received 9 stage two complaints in total.
CH02(1) | Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales.

Target
80%

Score
100%

 We received 74 stage one complaints in total this year, of which all 74 were responded to within the Housing Ombudsman's Complaint Handling Code timescales.
CH02(2) | Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales.

Target
75%

Score
100%

 We received 9 stage two complaints in total, of which all 9 were responded to within the Housing Ombudsman's Complaint Handling Code timescales.

Responsible Neighbourhood Management

Indicator
Numbers
Key
Comment
TP10 | Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained.

Target
72.3%

Score
80.8%

 63/78 Responded that they are 'Very Satisfied' or 'Fairly Satisfied' to the question: "How satisfied or dissatisfied are you that Arches Housing keeps these communal areas clean and well maintained?".
TP11 | Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood.

Target
71.2%

Score
75.7%

 186/244 Responded that they are 'Very Satisfied' or 'Fairly Satisfied' to the question: "How satisfied or dissatisfied are you that Arches Housing makes a positive contribution to your neighbourhood?".
TP12 | Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour.

Target
63.6%

Score
71.5%

 123/172 Responded that they are 'Very Satisfied' or 'Fairly Satisfied' to the question: "How satisfied or dissatisfied are you with Arches Housing's approach to handling anti-social behaviour?".
NM01(1) | Number of anti-social behaviour cases, per 1,000 homes.

Target
61

Score
43.6
NM01(2) | Number of anti-social behaviour cases that involve hate incidents, per 1000 homes.

Target
2

Score
0.7