Tenant Satisfaction Measures
Introduction
From April 2023 all social housing providers are required to collect data annually on a new set of tenant satisfaction measures (TSMs).
These measures were developed as part of a new system by the Regulator of Social Housing to assess how well a social housing landlord is in providing quality homes and services.
There are 22 measures, 12 of which formed part of a survey we sent to a sample of our tenants during the 2023/24 financial year. The remaining 10 are technical measures which we already record such as information on gas servicing. We have also included our results for complaints handling.
All registered social landlords are required to publish their tenant satisfaction results. The Government will be producing comparison tables with results from across the country.
Download the results of our Tenant Satisfaction Measures
Download an overview of our survey approach and representativeness
Summary of Survey Results for 2023/2024
TP01: Proportion of respondents who report that they are satisfied with the overall service from Exeter City Council 70.0%
TP02: Proportion of respondents who report that they are satisfied with the overall repairs service from Exeter City Council over the last 12 months 75.2%
TP03: Proportion of respondents who report that they are satisfied with the time taken to complete their most recent repair after they reported it 72.4%
TP04: Proportion of respondents who report that they are satisfied that Exeter City Council provides a home that is well maintained 73.0%
TP05: Proportion of respondents who, when thinking about the condition of their property or the building they live in, report that they are satisfied that Exeter City Council provides a home that is safe 79.2%
TP06: Proportion of respondents who report that they are satisfied with Exeter City Council listening to their views and acting upon them 64.6%
TP07: Proportion of respondents who report that they are satisfied with Exeter City Council keeping them informed about things that matter to them 69.5%
TP08: Proportion of respondents who report that they agree with the statement: “Exeter City Council treats me fairly and with respect" 80.3%
TP09: Proportion of respondents who report that they are satisfied with Exeter City Council’s approach to complaints handling 34.8%
TP10: Proportion of respondents who report that they are satisfied Exeter City Council keeps communal areas clean and well maintained 53.5%
TP11: Proportion of respondents who report that they are satisfied Exeter City Council make a positive contribution to their neighbourhood 50.0%
TP12: Proportion of respondents who report that they are satisfied with Exeter City Council’s approach to handling anti-social behaviour 53.4%
Building Safety
BS01: Proportion of homes for which all required gas safety checks have been carried out 99.9%
BS02: Proportion of homes for which all required fire risk assessments have been carried out 100%
BS03: Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out 100%
BS04: Proportion of homes for which all required legionella risk assessments have been carried out 100%
BS05: Proportion of homes for which all required communal passenger lift safety checks have been carried out 100%
Anti-social behaviour
NM01 (1): Number of anti-social behaviour cases, opened per 1,000 homes 28.5
NM01 (2): Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes 0.2
Decent Home Standard and Repairs
RP01 Proportion of homes that do not meet the Decent Homes Standard 4.1%
RP02 (1) Proportion of non-emergency responsive repairs completed within the landlord’s target timescale 84.8%
RP02 (2) Proportion of emergency responsive repairs completed within the landlord’s target timescale 98.3%
Complaints
CH01 (1) Number of stage one complaints received per 1,000 homes 15.4
CH01 (2) Number of stage two complaints received per 1,000 homes 1.8
CH02 (1) Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales 93.2%
CH02 (2) Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales 100%