How we are doing: Tenant Satisfaction Measures (TSMs)
Acuity considers the type of home, such as retirement living or general needs, as well as the age of the customer and the area in which they live, to separate the tenants into groups. A random sample of tenants from each group is then selected, to make sure the feedback represents as many different customers as possible. Find out more on our survey approach page.
In 2023-24, 1,061 tenants completed this survey, and you can see their feedback below.
This feedback helps us measure how well we are doing at providing good quality homes and services. We will share the results regularly to show you how we’re performing.
The perception surveys cover:
- Overall satisfaction
- Keeping properties in good repair
- Maintaining building safety
- Respectful and helpful engagement
- Effective handling of complaints
- Responsible neighbourhood management
Overall Satisfaction
We were particularly pleased to see that so many of you say that your neighbourhood is a great place to live and that you feel safe in your home. Where you told us that there were areas for improvement, we are working hard to do better. See our ‘you said, we’re doing‘ page to find out more.
Overall satisfaction
This score shows the proportion of respondents who report that they are satisfied with the overall service from their landlord.
Keeping properties in good repair
You should have a home that you can be proud of. Homes will be kept safe and in good condition. If any repairs need to be completed, these will be carried out to a decent standard and within the agreed timeframe.
Satisfaction with repairs
This score shows the proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service.
Satisfaction with time taken to complete most recent repair
This score shows the proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair.
Homes that do not meet the Decent Homes Standard
This score shows the proportion of homes that do not meet the Decent Homes Standard.
Non-emergency responsive repairs completed within target timescale
This score shows the proportion of non-emergency responsive repairs completed within the landlord’s target timescale.
Emergency responsive repairs completed within target timescale
This score shows the proportion of emergency responsive repairs completed within the landlord’s target timescale.
Satisfaction that home is well maintained
This score shows the proportion of respondents who report that they are satisfied that their home is well maintained.
Maintaining building safety
We want you to feel safe in your home so we make sure that all the necessary safety checks are completed.
Satisfaction that the home is safe
This score shows the proportion of respondents who report that they are satisfied that their home is safe.
Gas safety checks
This score shows the proportion of homes for which all required gas safety checks have been carried out.
Fire safety checks
This score shows the proportion of homes for which all required fire risk assessments have been carried out.
Asbestos safety checks
This score shows the proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.
Legionella risk assessments
This score shows the proportion of homes for which all required legionella risk assessments have been carried out.
Lift safety checks
This score shows the proportion of homes for which all required communal passenger lift safety checks have been carried out.
Respectful and helpful engagement
We will make sure that all information is easily available and that we are respectful and act on your feedback.
Satisfaction that the landlord listens to tenant views and acts upon them
This score shows the proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them.
Satisfaction that the landlord keeps tenants informed about things that matter to them
This score shows the proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them.
Agreement that the landlord treats tenants fairly and with respect
This score shows the proportion of respondents who report that they agree their landlord treats them fairly and with respect.
Effective handling of complaints
We know that sometimes things go wrong and when this happens, we want to hear from you. We will learn from your feedback and improve our services. See our ‘you said, we’re doing’ page to find out more.
Satisfaction with the landlord’s approach to handling complaints
This score shows the proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling.
Stage one complaints per 1,000 homes
This score shows the number of stage one complaints received per 1,000 homes.
Stage two complaints per 1,000 homes
This score shows the number of stage two complaints received per 1,000 homes.
Stage one complaints responded to within Complaint Handling Code timescales
This score shows the proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
Stage two complaints responded to within Complaint Handling Code timescales
This score shows the proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
Satisfaction with the opportunity to make views known
This score shows the proportion of respondents who report that they are satisfied that their landlord gives them the opportunity to make their views known.
Satisfaction that the landlord is easy to deal with
This score shows the proportion of respondents who report that they are satisfied their landlord is easy to deal with.
Responsible neighbourhood management
We work in partnership with you, local agencies and partners to provide safe environments and promote good communication and relationships in our communities. We will listen and act on concerns raised by you about your neighbourhood.
Satisfaction that the landlord keeps communal areas clean and well maintained
This score shows the proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained.
Satisfaction that the landlord makes a positive contribution to neighbourhoods
This score shows the proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood.
Satisfaction with the landlord’s approach to handling anti-social behaviour
This score shows the proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour.
Anti-social behaviour cases opened per 1,000 homes
This score shows the number of anti-social behaviour cases, opened per 1,000 homes.
Anti-social behaviour cases that involve hate incidents opened per 1,000 homes
This score shows the number of anti-social behaviour cases that involve hate incidents, opened per 1,000 homes.
Satisfaction with neighbourhood as a place to live
This score shows the proportion of respondents who report that they are satisfied with their neighbourhood as a place to live.
*Figure corrected on 18 June. Figure reported before this date did not include complaints where an extension to the timeframe had been agreed, within the Complaint Handling Code.
**Figure corrected on 18 June. Figure reported before this date was an error.
Overall satisfaction
| 2022/2023 | 2023/2024 | Difference | |
| Overall satisfaction | 75% | 75% | 0% |
Keeping properties in good repair
| 2022/2023 | 2023/2024 | Difference | |
| Satisfaction with repairs | 76% | 77% | 1% |
| Satisfaction with time taken to complete most recent repair | 73% | 75% | 2% |
| Satisfaction that the home is well maintained | 74% | 73% | -1% |
Maintaining building safety
| 2022/2023 | 2023/2024 | Difference | |
| Satisfaction that the home is safe | 83% | 83% | 0% |
| Gas safety checks | 99.98% | 99.99% | 0.01% |
| Fire safety checks | 98.77% | 100% | 1.23% |
| Asbestos safety checks | 99.44% | 100% | 0.56% |
| Legionella risk assessments | 99.33% | 100% | 0.67% |
| Lift safety checks | 99.09% | 95.24% | -3.85% |
Respectful and helpful engagement
| 2022/2023 | 2023/2024 | Difference | |
| Satisfaction that the landlord listens to tenant views and acts upon them | 64% | 60% | -4% |
| Satisfaction that the landlord keeps tenants informed about things that matter to them | 78% | 76% | -2% |
| Agreement that the landlord treats tenants fairly and with respect | 80% | 77% | -3% |
Effective handling of complaints
| 2022/2023 | 2023/2024 | Difference | |
| Satisfaction with the landlord’s approach to handling complaints | 34% | 36% | 2% |
| Satisfaction with the opportunity to make views known | 68% | 70% | 2% |
| Satisfaction that the landlord is easy to deal with | 69% | 69% | 0% |
Responsible neighbourhood management
| 2022/2023 | 2023/2024 | Difference | |
| Satisfaction that the landlord keeps communal areas clean and well maintained | 68% | 60% | -8% |
| Satisfaction that the landlord makes a positive contribution to neighbourhoods | 73% | 69% | -4% |
| Satisfaction with the landlord’s approach to handling anti-social behaviour | 67% | 59% | -8% |
| Satisfaction with the neighbourhood as a place to live | 88% | 85% | -3% |
