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Tenant Satisfaction Measures Results 2023/24
Tenant Satisfaction Measures (TSM’s for short) are a set of 12 questions that we have to ask you to get your opinions on the various services we provide
Every tenant (352) was given the opportunity to express their opinion. They were visited in person by Partners Foundation staff between 1/4/23 and 9/1/24. Opinions given by tenant, support staff or family member
| No of Respondents | Very Satisfied | Fairly Satisfied | Neither Satisfied nor Dissatisfied | Fairly Dissatisfied | Very Dissatisfied | Overall satisfied as a percentage | ||
|---|---|---|---|---|---|---|---|---|
| TP01 | Proportion of respondents who report that they are satisfied with the overall service from their landlord. | 336 | 203 | 77 | 49 | 7 | 0 | 83.30% |
| 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. | 310 | 228 | 56 | 20 | 5 | 1 | 91.60% |
| 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. | 310 | 204 | 45 | 35 | 18 | 8 | 80.30% |
| TP04 | Proportion of respondents who report that they are satisfied that their home is well maintained. | 336 | 223 | 49 | 43 | 15 | 6 | 80.90% |
| TP05 | Proportion of respondents who report that they are satisfied that their home is safe. | 336 | 275 | 39 | 5 | 7 | 10 | 93.40% |
| TP06 | Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. | 336 | 253 | 35 | 31 | 10 | 7 | 85.70% |
| TP07 | Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. | 336 | 282 | 30 | 24 | 0 | 0 | 92.80% |
| TP08 | Proportion of respondents who report that they agree their landlord treats them fairly and with respect. | 336 | 320 | 6 | 7 | 0 | 3 | 97% |
| 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. | 35 | 29 | 2 | 3 | 0 | 1 | 88.50% |
| TP10 | Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. | 252 | 137 | 46 | 47 | 11 | 11 | 72.60% |
| TP11 | Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. | 336 | 308 | 13 | 6 | 0 | 9 | 95.50% |
| TP12 | Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour. | 19 | 11 | 8 | 0 | 0 | 0 | 100% |
Building safety - information provided by Partners Foundation housing management information systems
| Number of Applicable Properties | Number of Checks Carried Out | As a Percentage | ||
|---|---|---|---|---|
| BS01 | Proportion of homes for which all required gas safety checks have been carried out. | 158 | 158 | 100% |
| BS02 | Proportion of homes for which all required fire risk assessments have been carried out | 124 | 124 | 100% |
| BS03 | Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. | 122 | 122 | 100% |
| BS04 | Proportion of homes for which all required legionella risk assessments have been carried out. | 260 | 130 | 50% |
| BS05 | Proportion of homes for which all required communal passenger lift safety checks have been carried out. | 3 | 3 | 100% |
Tenant Satisfaction Results
Tenant Satisfaction Measures (TSM’s for short) are a set of 12 questions that we have to ask you to get your opinions on the various services we provide
Tenant Perception Measures - every tenant (352) was given the opportunity to express their opinion. They was visited in person by Partners Foundation staff between 1/4/23 and 9/1/24. Opinions given by tenant, support staff or family member
TP01: Proportion of respondents who report that they are satisfied with the overall service from their landlord
- No of Respondents: 336
- Very Satisfied: 203
- Fairly Satisfied: 77
- Neither Satisfied nor Dissatisfied: 49
- Fairly Dissatisfied: 7
- Very Dissatisfied: 0
- Overall satisfied as a percentage: 83.30%
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.
- No of Respondents: 310
- Very Satisfied: 228
- Fairly Satisfied: 56
- Neither Satisfied nor Dissatisfied: 20
- Fairly Dissatisfied: 5
- Very Dissatisfied: 1
- Overall satisfied as a percentage: 91.60%
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.
- No of Respondents: 310
- Very Satisfied: 204
- Fairly Satisfied: 45
- Neither Satisfied nor Dissatisfied: 35
- Fairly Dissatisfied: 18
- Very Dissatisfied: 8
- Overall satisfied as a percentage: 80.30%
TP04: Proportion of respondents who report that they are satisfied that their home is well maintained.
- No of Respondents: 336
- Very Satisfied: 223
- Fairly Satisfied: 49
- Neither Satisfied nor Dissatisfied: 43
- Fairly Dissatisfied: 15
- Very Dissatisfied: 6
- Overall satisfied as a percentage: 80.90%
TP05: Proportion of respondents who report that they are satisfied that their home is safe.
- No of Respondents: 336
- Very Satisfied: 275
- Fairly Satisfied: 39
- Neither Satisfied nor Dissatisfied: 5
- Fairly Dissatisfied: 7
- Very Dissatisfied: 10
- Overall satisfied as a percentage: 93.40%
TP06: Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them
- No of Respondents: 336
- Very Satisfied: 253
- Fairly Satisfied: 35
- Neither Satisfied nor Dissatisfied: 31
- Fairly Dissatisfied: 10
- Very Dissatisfied: 7
- Overall satisfied as a percentage: 85.70%
TP07: Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them.
- No of Respondents: 336
- Very Satisfied: 282
- Fairly Satisfied: 30
- Neither Satisfied nor Dissatisfied: 24
- Fairly Dissatisfied: 0
- Very Dissatisfied: 0
- Overall satisfied as a percentage: 92.80%
TP08: Proportion of respondents who report that they agree their landlord treats them fairly and with respect
- No of Respondents: 336
- Very Satisfied: 320
- Fairly Satisfied: 6
- Neither Satisfied nor Dissatisfied: 7
- Fairly Dissatisfied: 0
- Very Dissatisfied: 3
- Overall satisfied as a percentage: 97%
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
- No of Respondents: 35
- Very Satisfied: 29
- Fairly Satisfied: 2
- Neither Satisfied nor Dissatisfied: 3
- Fairly Dissatisfied: 0
- Very Dissatisfied: 1
- Overall satisfied as a percentage: 88.50%
TP10: Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained.
- No of Respondents: 252
- Very Satisfied: 137
- Fairly Satisfied: 46
- Neither Satisfied nor Dissatisfied: 47
- Fairly Dissatisfied: 11
- Very Dissatisfied: 11
- Overall satisfied as a percentage: 72.60%
TP11: Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood
- No of Respondents: 336
- Very Satisfied: 308
- Fairly Satisfied: 13
- Neither Satisfied nor Dissatisfied: 6
- Fairly Dissatisfied: 0
- Very Dissatisfied: 9
- Overall satisfied as a percentage: 95.50%
TP12: Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour.
- No of Respondents: 19
- Very Satisfied: 11
- Fairly Satisfied: 8
- Neither Satisfied nor Dissatisfied: 0
- Fairly Dissatisfied: 0
- Very Dissatisfied: 0
- Overall satisfied as a percentage: 100%
Building safety - information provided by Partners Foundation housing management information systems
BS01: Proportion of homes for which all required gas safety checks have been carried out.
- Number of Applicable Properties: 158
- Number of checks carried out: 158
- As a percentage 100%
BS02: Proportion of homes for which all required fire risk assessments have been carried out.
- Number of Applicable Properties: 124
- Number of checks carried out: 124
- As a percentage 100%
BS03: Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.
- Number of Applicable Properties: 122
- Number of checks carried out: 122
- As a percentage 100%
BS04: Proportion of homes for which all required legionella risk assessments have been carried out.
- Number of Applicable Properties: 260
- Number of checks carried out: 130
- As a percentage 50%
BS05: Proportion of homes for which all required legionella risk assessments have been carried out.
- Number of Applicable Properties: 3
- Number of checks carried out: 3
- As a percentage 100%
Anti-Social Behaviour from 260 properties - information provided by Partners Foundation housing management information systems
Anti-Social Behaviour from 260 properties - information provided by Partners Foundation housing management information systems
| NM01 (1) | Zero anti-social behaviour cases were opened per 1,000 homes. |
| NM01 (2) | Zero anti-social behaviour cases were opened that involve hate incidents opened per 1,000 homes |
Decent Homes Standard and Repairs from 260 properties - information provided by Partners Foundation housing management information systems
Decent Homes Standard and Repairs from 260 properties - information provided by Partners Foundation housing management information systems
| RP01 | Zero homes do not meet the Decent Homes Standard |
| RP02 (1) | 80.5% of non-emergency responsive repairs completed within the landlord’s target timescale (7 days). 3592 received, 2893 completed within target. |
| RP02 (2) | 100% of emergency responsive repairs completed within the landlord’s target timescale (24 hours). 7 received and 7 completed within target. |
Complaints from 260 properties - information provided by Partners Foundation housing management information systems
Complaints from 260 properties - information provided by Partners Foundation housing management information systems
| CH01 (1) | 4 stage one complaints were received which equates to 15.3 per 1,000 homes. |
| CH02 (1) | 100% of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. |
| CH02 (2) | Zero stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. |
| CH01 (2) | Zero stage two complaints received per 1,000 homes. |
Electrical Safety
We use electricity every day in our home and we sometimes forget how dangerous it can be. Here are some tips to improve safety around your home, it is a good idea to check for these common faults/dangers:
- Check for frayed or damaged leads
- Tuck leads safely out of the way and keep them neat and tidy
- If you have any cracked plugs, sockets and switches report them to us straight away
- When using bulbs only use ones at or below the maximum wattage
- Remember water and electricity do not mix – do not unplug or plug things in with wet hands, be careful if you spill water near or over appliances
- Don’t overload sockets, too many plugs in one socket can be dangerous, overheat and cause fire
If you have any concerns about any of your electric or electrical appliances, please contact us on 01706 759330 or 01706 753678