TSM survey reveals positive resident satisfaction

Derventio’s latest satisfaction survey has had a positive response, with 81% of residents saying they are satisfied with the overall service. 89% are satisfied with repairs, and 92% agree that they are treated fairly and with respect.

The Tenant Satisfaction Measures (TSMs) are part of a new system developed by the Regulator of Social Housing to assess how well social housing landlords are doing at providing good quality homes and services.

Derventio included the measures in our annual satisfaction survey, which gives everyone in our housing a chance to have their say on all aspects of the service.

Jackie Carpenter, Assistant Director Strategy, said:

The new TSMs are a useful way for us to measure the quality of our service, providing a valuable insight into the experiences and viewpoints of the people we work with. Derventio’s senior management team will look in detail at all responses to the survey to identify any areas for improvement and we will share our feedback with residents early next year.

Here are Derventio’s Tenant Satisfaction Measure results in full:

Proportion of respondents who report that they are satisfied with the overall service from their landlord: 81%

Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service: 89%

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: 82%

Proportion of respondents who report that they are satisfied that their home is well maintained: 78%

Proportion of respondents who report that they are satisfied that their home is safe: 80%

Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them: 83%

Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them: 80%

Proportion of respondents who report that they agree their landlord treats them fairly and with respect: 92%

Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling: 60%

Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained: 71%

Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood: 70%

Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour: 77%