Tenant Satisfaction Measures

Tenant Satisfaction Measures are a set of performance measures which the Regulator of Social Housing asks all social housing providers to report on each year. They are designed to:

• showing you how well we’re doing on important things like delivering repairs, dealing with any complaints and treating you with respect
• allowing you to hold us to account when we’re not performing as we should
• giving the Regulator an insight into which landlords might need to improve things for their resident

TSMs show how well we:

• keep your homes in a good state of repair
• make sure your homes are safe
• give you opportunities to have your say, and act on your views
• handle complaints
• manage your neighbourhood
  
  

There are 22 TSMs split across these five themes:

• Things we do – 10 things we measure directly through information we hold in our system
• Things you’ve told us – 12 things we measure through an annual tenant perception survey and things you’ve told us

You can learn more about TSMs, including details on each measure on the government’s website, but here’s a simple table, which shows you what the TSMs will show under five themes:

Things we do Measured by different information we hold about how we manage your homes and services	Things you've told us Measured by the percentage of residents who said that they were satisfied when asked about their personal experiences
Overall satisfaction
Keeping properties in good repair
Homes that do not meet the Decent Homes Standard	Satisfaction with repairs
Repairs completed within the target timescale	Satisfaction with the time taken to complete the most recent repair
	Satisfaction that the home is well-maintained
Maintaining building safety
Gas safety checks	Satisfaction that the home is safe
Fire safety checks
Asbestos safety checks
Water safety checks
Lift safety checks
Respectful and helpful engagement
	Satisfaction that the landlord listens to tenant views and acts upon them
	Satisfaction that the landlord keeps tenants informed about things that matter to them
	Agreement that the landlord treats tenants fairly and with respect
Effective handling of complaints
Complaints relative to the size of the landlord	Satisfaction with the landlord’s approach to handling complaints
Complaints responded to within Complaint Handling Code timescales
Responsible neighbourhood management
(Antisocial behaviour cases relative to the size of the landlord	Satisfaction that the landlord keeps communal areas clean and well-maintained
	Satisfaction that the landlord makes a positive contribution to neighbourhoods
	Satisfaction with the landlord’s approach to handling antisocial behaviour

The Regulator asks us to report on views from both social and affordable rented housing tenants, and shared owners.*

We commission an independent survey company to contact residents and capture your thoughts on how satisfied you are with your home and the services we provide to you.

Residents are randomly selected to take part in the survey. However, we make sure that we are talking to a mix of different types of tenants and shared owners that reflect the makeup of the people who live in L&Q homes.

There are no rules that tell us exactly how we should collect your views. We’ve chosen to use a mix of survey methods, as it helps us to collect different types of feedback and provides residents with different ways to take part. For example, postal surveys are provided to supported living residents so that a friend or family member can help them take part if needed.

*This is because private rented and outright leasehold homes are not regulated by the Regulator of Social Housing.

For our latest set of TSMs results:

The Regulator of Social Housing asks us to provide combined results for all residents and report separately on views from social and affordable rented housing tenants and shared owners.

As there are several different types of homes included in these descriptions, The Regulator has grouped them into two different categories as follows:

Low Cost Rental Accommodation (LCRA)

Social rented

Homes where rent is set by the government, usually at around 50% less than the average private rent for the area. Sometimes called ‘General needs housing.

Supported living

Social rented homes, where residents need some form of support to live in their home – this includes homes that L&Q manages, but another company provides support. Most homes of this type are managed by our supported living business, called L&Q Living

Affordable rented

Homes where the rent is set at lower levels than the average private rent for the area (usually 20%-30% less). This includes rent types like Intermediate Market Rent and London Living Rent.

Low Cost Home Ownership (LCHO)

Shared ownership

Homes where residents have bought a share of their home and pay rent to L&Q for the remaining share. This includes homes where the landlord is L&Q, but the building is owned and services are provided by a different company.

Monitoring and reporting our performance against the new satisfaction measures isn’t the only way we listen to and learn from residents.

We carry out a variety of surveys all throughout the year to make sure that we know how you feel and can address any issues as soon as possible. These include surveys immediately after you’ve received a repair from us, or we’ve dealt with a complaint from you.

We also offer lots of opportunities for you to work with us to develop and test our services – from taking part in online research or helping us to recruit new colleagues, right up to our formal Resident Services Board.

Find out about more opportunities to have your say and help shape our services in our resident involvement section.