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The Tenant Satisfaction Measures (TSMs) are made up of 22 performance indicators.
All social housing providers are required to report on these measures by the Regulator of Social Housing.
The measures
The measures are split into two parts:
- 10 performance measures based on management performance information
- 12 tenant perception survey measures
These measures are broken down into the following five themes:
- Keeping homes in good repair
- Maintaining building safety
- Respectful and helpful engagement
- Effective handling of complaints
- Responsible neighbourhood management
The 12 tenant perception survey measures are collected from both our rental and shared ownership customers.
In the reports, these are called low-cost rental accommodation (LCRA) and low-cost home ownership (LCHO).
Our approach
This is the first year we have reported our Tenant Satisfaction Measures (TSMs) as Bromford Flagship. We used a census approach for the tenant perception measures, which means every customer had the opportunity to take part.
For customers from the former Bromford organisation, the 12 TSM perception survey questions were included in annual customer conversations with our Neighbourhood Coaches.
For customers from the former Flagship organisation, the survey was carried out by telephone by trained members of our Insight team based in the West.
If you would like to find out more about how we carried out the survey, you can read the full statement of approach and see the survey questions below.
Fair Representation
We set targets to help make sure the people who took part in the survey reflected our wider customer base. This included age, gender, location and property type, and we were able to meet most of these targets. Where some locations were slightly underrepresented, we applied weighting, so the results still fairly reflect the make-up of our customers.
Performance Results LCRA
The overall satisfaction with the service provided (TP01) – 83.7%
Repairs and Building Safety
Satisfied with our overall repairs service (TP02) – 77.7%
Satisfied with the time taken to complete your repair (TP03) – 72.6%
Satisfied with how well your home is maintained (TP04) – 82.8%
Satisfied with the safety of your home (TP05) – 91.1%
Gas safety checks carried out (BS01) – 100%
Fire safety checks carried out (BS02) – 100%
Asbestos safety checks carried out (BS03) – 99.9%
Legionella risk assessment carried out (BS04) – 100%
Communal passenger lift safety check carried out (BS05) – 100%
Proportion of homes that don't meet the Decent Homes Standard (RP01) – 0.3%
Non-emergency responsive repairs completed within timescales (RP02-1) – 91.1%
Emergency responsive repairs completed within timescales (RP02-2) – 91.4%
Response time for repairs:
Flagship
We’ll attend within 24 hours for emergency repairs, both in and out of hours, three days for urgent repairs and 28 days for routine repairs. We’ll aim to complete your repair right first time, however there may be circumstances where we’re unable to fix things in one visit or more work is needed. For these more complex repairs we aim to complete them within 90 days.
Bromford
We’ll attend within 24 hours for emergency repairs, both in and out of hours, five working days for urgent repairs and 20 working days for routine repairs. We’ll aim to complete your repair right first time, however there may be circumstances where we’re unable to fix things in one visit or more work is needed. For these more complex repairs we aim to complete them within 90 working days.
Engagement and Respect
Satisfied your views are listened to and acted upon (TP06) – 79%
Satisfied you're kept informed about the things that matter to you (TP07) – 83.3%
Satisfied you're treated with fairness and respect (TP08) – 91.8%
Effective Handling of Complaints
Satisfied with our approach to complaints handling (TP09) - 39.8%
Stage 1 complaints received per 1000 homes (CH01-1) – 79.4
Stage 2 complaints received per 1000 homes (CH01-2) – 13.2
Stage 1 complaints responded to within complaints handling code timescales (CH02-1) – 87.3%
Stage 2 complaints responded to within complaints handling code timescales (CH02-2) – 88.5%
Neighbourhood Services
Communal areas are clean and well maintained (TP10) – 74.1%
Positive contribution to your neighbourhood (TP11) – 78.3%
Satisfied with our approach to handling anti-social behaviour (TP12) – 69.8%
Anti-social behaviour cases opened per 1000 homes (NM01-1) – 28.5
Anti-social cases that involve hate incidents opened per 1000 homes (NM01-2) – 1.1
Performance Results LCHO
The overall satisfaction with the service provided (TP01) – 69.5%
Building Safety
Satisfied with the safety of your home (TP05) – 89%
Gas safety checks carried out (BS01) – 100%
Fire safety checks carried out (BS02) – 100%
Asbestos safety checks carried out (BS03) – 99.9%
Legionella risk assessment carried out (BS04) – 100%
Communal passenger lift safety check carried out (BS05) – 100%
Engagement and Respect
Satisfied your views are listened to and acted upon (TP06) – 64.4%
Satisfied you're kept informed about the things that matter to you (TP07) – 74.8%
Satisfied you're treated with fairness and respect (TP08) – 86.6%
Effective Handling of Complaints
Satisfied with our approach to complaints handling (TP09) – 27.1%
Stage 1 complaints received per 1000 homes (CH01-1) – 25.5
Stage 2 complaints received per 1000 homes (CH01-2) – 8.8
Stage 1 complaints responded to within complaints handling code timescales (CH02-1) – 83.2%
Stage 2 complaints responded to within complaints handling code timescales (CH02-2) – 81.3%
Neighbourhood Services
Communal areas are clean and well maintained (TP10) – 58.1%
Positive contribution to your neighbourhood (TP11) – 65.5%
Satisfied with our approach to handling anti-social behaviour (TP12) – 64.3%
Anti-social behaviour cases opened per 1000 homes (NM01-1) – 28.5
Anti-social cases that involve hate incidents opened per 1000 homes (NM01-2) – 1.1