The Tenant Satisfaction Measures (TSMs) consist of 22 performance indicators that all social housing providers are required to report on by the Regulator of Social Housing.

The measures are split into two parts: 10 performance measures based on management performance information, and 12 tenant perception survey measures which are collected directly from our customers during the year and are broken down into the following five themes:

  1. Keeping homes in good repair
  2. Maintaining building safety
  3. Respectful and helpful engagement
  4. Effective handling of complaints
  5. Responsible neighbourhood management

The 12 tenant perception survey measures are collected from both our rental and homeownership customers (which are referred to as low-cost rental accommodation (LCRA) and low-cost home ownership (LCHO) by the regulator).

Our Approach

At Bromford, we chose to take a census approach to collect the tenant perception measures to ensure everyone had an opportunity to participate, we did this by strengthening our annual customer conversations and included the regulated tenant satisfaction measures (TSMs) collection as part of these conversations, allowing thousands of customers the opportunity to give their feedback. These conversations happen between our customers and a dedicated neighbourhood coach and seek to better understand customers’ aspirations and hopes for the future as well as their experience and views on our services. These conversations are an instrumental aspect of insight that feeds into our voice of the customer and every household is invited to have a conversation with their neighbourhood coach each year. 

What are our 2023/2024 results?

Throughout the year, our neighbourhood coaches held conversations with 36,620 customers and positively, 10,824 gave us their feedback about the TSMs. Overall, 84.7% of customers said they were satisfied with the services we provide to them (rental customers: 85.3%, homeownership customers: 73.5%).  

  • 0.02% of our homes do not meet the decent homes standard

    74.8% of customers were satisfied with our repairs service

    60.7% of non-emergency repairs were completed on time

    80.9% of emergency repairs were completed on time

    69.9% of customers were satisfied with the time taken to complete their most recent repair

    82.2% of customers are satisfied that their home is well-maintained

  • 91.4% of customers were satisfied that their home is safe
    (rental customers: 91.7%, homeownership customers: 86.0%)

  • 100% of homes have a valid gas safety check

    100% of homes have a current fire risk assessment

    100% asbestos checks have been completed

    100% of water safety checks have been completed

    100% of lift safety checks have been completed

     

  • 74.8% of customers were satisfied that we listened to their views and acted upon them
    (rental customers: 75.5%, homeownership customers: 62.4%)

    77.9% of customers were satisfied that we kept them informed about things that matter to them
    (rental customers: 78.3%, homeownership customers: 69.2%)

    90.7% of customers agree that we treat them fairly and with respect
    (rental customers: 91.0%, homeownership customers: 85.1%)

     

  • 44.1% of customers were satisfied with our handling of complaints
    (rental customers: 44.9%, homeownership customers: 33.2%)

    58 stage one rental customer complaints received per 1,000 homes
    35.1 stage one homeownership customer complaints received per 1,000 homes

    3.7 stage two rental customer complaints received per 1,000 homes
    3.6 stage two homeownership customer complaints received per 1,000 homes

    76.2% of stage one rental customer complaints were handled within the Complaints Handling Code timescales
    73% of stage one homeownership customer complaints were handled within the Complaints Handling Code timescales

    35.3% of stage two rental customer complaints were handled within the Complaints Handling Code timescales
    35.2% of stage two homeownership customer complaints were handled within the Complaints Handling Code timescales

  • 76.4% of customers were satisfied that communal areas are clean and well-maintained
    (rental customers: 76.7%, homeownership customers: 67.3%)

    74.5% of customers were satisfied that we make positive contributions to their neighbourhoods
    (rental customers: 74.6%, homeownership customers: 72.5%)

    69.6% of customers were satisfied with how we handled their anti-social behaviour cases
    (rental customers: 69.8%, homeownership customers: 64.5%)

    24.6 anti-social behaviour cases per 1,000 homes

    0.7 anti-social behaviour hate incident cases per 1,000 homes