Hastoe commissioned Tlf Research to carry out an independent survey between 26 June and 26 July 2024 to measure tenant satisfaction. Tlf Research interviewed 536 tenants by phone out of a total tenant population of 4,143; completing 530 surveys in full and partially completing the other 6. Tenants were chosen at random and weighting was not necessary given the achieved sample size was representative of the total tenant population. No incentives were used.
What are Tenant Satisfaction Measures (TSMs)?
The TSMs are made up of 12 satisfaction measures and 10 performance measures, set out by the Regulator of Social Housing. Every housing association with more than 1,000 homes is required to report their performance each year.
Why are they important?
The measures are aimed at helping improve standards for people living in social housing, by:
- Providing visibility by letting tenants see how well their landlord is doing, and enabling tenants to hold their landlords to account.
- Giving the Regulator insight into which landlords might need to improve things for their tenants.
The survey showed that, since the last survey in autumn 2023, overall customer satisfaction had increased by 5% (from 58.9% to 63.9%).
Customers over 75 years old were the most satisfied, while tenants aged 26-35 were the least satisfied:
- Under 25: 73.3%
- Aged 26-35: 50.5%
- Aged 36-45: 57.5%
- Aged 46-55: 66.1%
- Aged 56-65: 66.1%
- Aged 66-75: 76.7%
- Over 75: 87.1%
Satisfaction varied across property type, with those tenants living in flats and maisonettes being the least satisfied.
Around one third of participants (35.4%) had made a complaint in the last 12 months and their overall satisfaction was much lower at 33.3% compared to those that had never complained (64.6%).
The results of the survey have shown that Hastoe needs to continue to improve in a number of ways:
- Provide a good repairs experience
- Provide good complaint handling
- Manage customer expectations better, i.e. keep customers informed and up to date.
Hastoe will be addressing these and other priorities, and has laid out its plan of action in its Business Strategy.
Results of the 12 Tenant Perception Measures
- Overall satisfaction = 63.9%
- Satisfaction with repairs = 61.7%
- Satisfaction with time taken to complete most recent repair = 54.4%
- Satisfaction that the home is well maintained = 63.1%
- Satisfaction that the home is safe = 76.2%
- Satisfaction that Hastoe listens to tenant views and acts upon them = 52.4%
- Satisfaction that Hastoe keeps tenants informed about things that matter to them = 65.4%
- Agreement that Hastoe treats tenants fairly and with respect = 71.5%
- Satisfaction with Hastoe’s approach to handling complaints = 33.3%
- Satisfaction that Hastoe keeps communal areas clean and well maintained = 58.8%
- Satisfaction that Hastoe makes a positive contribution to neighbourhoods = 49.0%
- Satisfaction with Hastoe’s approach to handling antisocial behaviour = 56.8%
