Tenant satisfaction measures report

See council tenant satisfaction data for 2023 to 2024.

Since April 2023, social housing providers like us have been required to collect and collate data against 22 tenant satisfaction measures (TSMs).

The requirements are part of wider changes to regulations being introduced through the Social Housing Regulation Act; and include updated consumer standards and new inspections for social housing providers.

We had to submit the 2023 to 2024 data to the Regulator of Social Housing in June (2024). They will collate the national data and publish it online so provider performance can be compared across the country.

2023/2024 TSM data

Satisfaction measure code Satisfaction measure Percentage (%)
TP01 Overall satisfaction 71.4
TP02 Satisfaction with repairs 73.9
TP03 Satisfaction with time taken to complete most recent repair 67.4
TP04 Satisfaction that the home is well maintained 71.4
TP05 Satisfaction that the home is safe 74.8
TP06 Satisfaction that the landlord listens to tenant views and act upon them 47.1
TP07 Satisfaction that the landlord keeps tenants informed about the things that matter to them 63.7
TP08 Agreement that the landlord treats tenants fairly and with respect 69.9
TP09 Satisfaction with the landlord's approach to handling complaints 31.1
TP10 Satisfaction that the landlord keeps communal areas clean and well maintained 56.3
TP11 Satisfaction that the landlord makes a positive contribution to neighbourhoods 43
TP12 Satisfaction with the landlord's approach to handling anti-social behaviour 40.1
RP01 Homes that do not meet the Decent Homes Standard We did not get robust data after the transfer of services back from East Kent Housing, so cannot report on this for 2023/2024
RP02 Repairs completed within target timescale Non-emergency - 96
Emergency - 97.6
BS01 Gas safety checks 98.2
BS02 Fire safety checks 93.6
BS03 Asbestos safety checks 95.1
BS04 Water safety checks 100
BS05 Lift safety checks 100
CH01 Complaints relative to the size of the landlord Stage 1 - 41.4 per 1,000 homes
Stage 2 - 4.8 per 1,000 homes
CH02 Complaints responded to within complaint handling code timescales Stage 1 -  40.1
Stage 2 - 50
NM01 Anti-social behaviour cases relative to the size of the landlord 14.3 per 1,000 homes

Summary of number of responses (achieved sample size)

We had a total of 699 responses, equal to a response rate of 14.18%.

Based on the total number of current tenants and the number of survey responses we had, the results of the survey are statistically valid to a margin of error of +/-3.43% at the 95% confidence interval.

Timing of survey

We sent the survey out the week of 12 June 2023, and it closed on 25 August 2023. It was live for 10 weeks.

Collection methods

We posted the survey to all 4,932 current social housing tenants, with a free post envelope to reply.

There was also a URL and a QR code to complete it online.

Each tenant was given a unique reference number so we knew who was replying and could confirm they were current tenants.

Summary of representativeness against the relevant tenant population

We know that nearly 65% of respondents were from general needs properties, and 34.6% were from our Independent Living Schemes. They can be semi-sheltered, sheltered or sheltered plus.

This is representative of our stock portfolio that we have in Canterbury, with 82% being general needs and 17% independent living to some extent.

How the data will drive performance improvements

When the Regulator of Social Housing publish all the 2023/2024 data, we'll carry out robust benchmarking with other landlords against validated data to identify how our performance on each TSM compares.

TP09 - satisfaction with the landlord's approach to complaint handling

We recognise that the satisfaction levels with our complaint handling are low, and that this will be associated with the performance of measure CH02.

We have introduced a complaints service improvement plan to help this, and improve satisfaction for our complaint handling.