Tenant satisfaction measures
Management information measures (MIs)
There are ten MIs across four areas. They are collected in landlord and management data. .
Management information measures report 2023-24
This report covers the 1 April 2023 to 31 March 2024.
| Reference number; | Description of standard | Percentage / number |
|---|---|---|
| RP01 | Homes that do not meet the Decent Homes Standard | 9.1% |
| RP02 | Non-emergency repairs completed within target timescale | 78.7% |
| RP02 | Emergency repairs completed within target timescale | 87.9% |
| BS01 | Gas safety checks completed | 100% |
| BS02 | Fire safety checks completed | 100% |
| BS03 | Asbestos safety checks completed | 100% |
| BS04 | Water safety checks completed | 100% |
| BS05 | Lift safety checks completed | 100% |
| CH01 | Number of Stage 1 complaints relative to the size of the landlord (number of complaints per 1,000 properties) | 54.3% |
| CH01 | Number of Stage 2 complaints relative to the size of the landlord (number of complaints per 1,000 properties) | 11.7% |
| CH02 | Stage 1 complaints responded to within Complaint Handling Code timescales | 49.5% |
| CH02 | Stage 2 complaints responded to within Complaint Handling Code timescales | 42.3% |
| NM01 | Anti-social behaviour cases relative to the size of the landlord (number of cases per 1,000 properties) | 11.5% |
| NM01 | Anti-social behaviour cases that involve hate incidents, relative to the size of the landlord (number of cases with hate incidents per 1,000 properties) |
0.0% |
Since the publication of the TSMs in September 2022, we have created plans and procedures to make sure we are submitting accurate and quality-assured data to the Social Housing Regulator.
We have worked with our service leads over the last year to continue to refine our collection and reporting processes with quarterly reporting on our performance. This has meant we have found potential issues early and taken action to solve them before we submitted our results in June 2024.Our Resident Scrutiny Group will continue to work with the council on these results and look at ways to improve satisfaction amongst our tenants and our processes.