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:
Summary of Approach to Surveys
Between September - October 2024, we collected Tenant Satisfaction Surveys through telephone interviews with our customers. As we manage fewer than 1,000 Low-Cost Home Ownership properties, our reporting focuses solely on Low-Cost Rent Accommodation for which we have over 1000 properties.
The tenant survey responses were considered to be representative of the wider tenant population, thus weighting was not required.
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.
| Indicator | Numbers |
Key |
Comment |
|---|---|---|---|
| TP01 | Proportion of respondents who report that they are satisfied with the overall service from their landlord. |
Target Score |
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 Score |
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 Score |
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 Score |
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 Score |
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 Score |
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 Score |
833/890 of emergency repairs completed within the year were within our target timescales. |
| Indicator | Numbers |
Key |
Comment |
|---|---|---|---|
| TP05 | Proportion of respondents who report that they are satisfied that their home is safe. |
Target Score |
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 Score |
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 Score |
||
| BS03 | Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. |
Target Score |
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 Score |
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 Score |
We do not own any dwellings for which we are responsible for passenger lift safety checks. |
| 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 Score |
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 Score |
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 Score |
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'?"? |
| 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 Score |
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 Score |
||
| CH01(2) | Number of stage two complaints received per 1,000 homes. |
Target Score |
||
| CH02(1) | Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales. |
Target Score |
||
| CH02(2) | Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales. |
Target Score |
| 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 Score |
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 Score |
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 Score |
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 Score |
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| NM01(2) | Number of anti-social behaviour cases that involve hate incidents, per 1000 homes. |
Target Score |
