Tenant Satisfaction Measures

Tenant Satisfaction Measures

The Regulator of Social Housing has introduced a new system for assessing how well all social housing landlords in England are doing at providing good quality homes and services which landlords like us, must report on. These are called Tenant Satisfaction Measures (TSMs).

The measures should let you as tenants see how well we are performing. They allow you to hold us to account when we’re not performing as we should and give the Regulator an idea if we might need to improve things for our tenants.

There are 22 measures in total, including:

  • 10 management information measures – these are measured directly by us through information we hold on our systems internally.
  • 12 tenant perception measures – these are measured through feedback surveys also known as tenant perception surveys.
     

The TSMs cover five themes:

  • Keeping properties in good repair
  • Maintaining building safety
  • Respectful and helpful engagement
  • Effective handling of complaints
  • Responsible neighbourhood management

Tenant Satisfaction Measures

In contacting a wide range of our customers to ensure that we met the confidence levels required for the survey, and in using different methods to contact our customers, Magenta Living were able to ensure that responses were representative of our customer characteristics including age, tenancy type and tenancy length. 

 

TSM Perception Measures 

TSM Perception Measures 

Magenta Living Result

TP01: Proportion of respondents who report that they are satisfied with the overall service from their landlord 

76.7%

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. 

80.9%

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. 

76.8%

TP04 : Proportion of respondents who report that they are satisfied that their home is well maintained. 

70.9%

TP05:  Proportion of respondents who report that they are satisfied that their home is safe. 

73.7%

TP06: Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. 

53.5%

TP07 : Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. 

60.8%

TP08: Proportion of respondents who report that they agree their landlord treats them fairly and with respect. 

78.5%

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. 

38.3%

TP10: Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. 

72.0%

TP11: Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. 

55.3%

TP12: Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour. 

53.9%

 

TSM Management Measures 

TSM Management Measures 

Magenta Living Result

BS01: Proportion of homes for which all required gas safety checks have been carried out. 

100.00%

BS02: Proportion of homes for which all required fire risk assessments have been carried out. 

100.00%

BS03: Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. 

100.00%

BS04: Proportion of homes for which all required legionella risk assessments have been carried out. 

94.4%

BS05: Proportion of homes for which all required communal passenger lift safety checks have been carried out. 

94.6%

RP01: Proportion of homes that do not meet the Decent Homes Standard. 

0.0%

RP02(1): Proportion of non-emergency responsive repairs completed within the landlord’s target timescale. 

93.4%

RP02(2): Proportion of emergency responsive repairs completed within the landlord’s target timescale. 

98.0%

CH01(1): Number of stage one complaints received per 1,000 homes. 

72.1

CH01(2): Number of stage two complaints received per 1,000 homes. 

5.8

CH02(1): Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. 

95.0%

CH02(2): Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. 

82.2%

NM01(1): Number of anti-social behaviour cases, opened per 1,000 homes. 

27.8

NM01(2): Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes 

0.6

Regulator of Social Housing – TSM Guide

If you would like more information about the TSMs, the Regulator of Social Housing has published an ‘easy read’ booklet, which provides more details on the questions asked and why they have been introduced.

You can view the booklet here.

You can also find more information about the TSMs here.
 

Our Approach – TSM Tenant Perception Surveys

Using an independent market research company, a total of 997 surveys were completed in September and October 2023. The surveys were carried out by email (80%) and telephone (20%) to encourage responses from a broad range of our customers and were representative of our tenant population. A £5 voucher was offered as an incentive for the completion of each survey. 

MARU/Matchbox carried out the survey on our behalf which aligned to the Market Research Society Code of Conduct and met the requirements included in the Regulator of Social Housing’s Tenant Satisfaction Measures Standard.

The survey focuses on the tenure type of ‘Low-Cost Rental Accommodation’ in which Magenta Living have over 12,000 of these properties. We have fewer than 100 ‘Low-Cost Home Ownership’ properties and therefore completed the perception surveys for the ‘Low-Cost Rental Accommodation’.

Magenta Living provided details of all our customers with a sample of customers then surveyed. Results are calculated to the required 95% +/- 3% confidence level. 

  • Population size: 12,271                                   
  • Confidence Level: 95%                   
  • Margin of error: +/- 3% 
  • Ideal sample size: 982                     
  • Surveys completed: 997  

The Regulator of Social Housing has set specific questions that are asked as part of the survey with the questions in order and the style that is required. Magenta Living took the opportunity to ask additional questions to help us to develop a greater understanding of our customer base.  A copy of the TSM survey questions can be found here.