In 2023 the Regulator of Social Housing introduced a set of Tenant Satisfaction Measures (TSMs). These measures are collected through a perception survey sent to our tenants, and from management information collected by the Council’s internal systems.

The measures provide assurance on how well we are performing in areas that matter most to tenants. The results of this year’s TSMs (2023-24) are published below.

Key for codes

• TP – Tenant Perception
• BS – Building Safety
• RP – Repairs
• NM – Neighbourhood Management
• CH - Complaints

TSMs collected from Tenant Survey

Code	Tenant Satisfaction Measure	Reported
TP01	Proportion of respondents who report that they are satisfied with the overall service from their landlord	75.8%
TP02	Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service	75.3%
TP03	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	71.1%
TP04	Proportion of respondents who report that they are satisfied that their home is well maintained	73.7%
TP05	Proportion of respondents who report that they are satisfied that their home is safe	76.6%
TP06	Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them	61.4%
TP07	Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them	71.6%
TP08	Proportion of respondents who report that they agree their landlord treats them fairly and with respect	77.9%
TP09	Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling	42.7%
TP10	Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained	59.1%
TP11	Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood	59.4%
TP12	Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour	55.5%

Approach to Perception Survey

The survey was posted to all Warwick District Council (WDC) tenants. A total of 5,338 questionnaires were mailed to all WDC tenant households in October 2023 and they were given up to four weeks to respond. A reminder mailing was sent out in December to those who had not completed a questionnaire, with a final deadline of 2 January 2024.

A total of 1,573 questionnaires were returned in the period allowed. Tenants were given the option to complete the survey online and 73 of the 1,573 completed the survey this way. The survey response rate was 29.5%.

Weighting of the original results was undertaken to ensure the survey sample was representative of the tenant population and where this was likely to have a material impact on satisfaction scores.

Outcome of Perception Survey

The results of the Warwick District Council’s TSM survey were generally high and there are elements which are encouraging, however, there is still room for improvement. Focussing upon the key drivers of satisfaction will help increase overall satisfaction for the majority of tenants over time, whilst particular consideration will be given to areas of low satisfaction (specifically complaint handling).

Response to Perception Survey

We are committed to improving the satisfaction levels and will take the following actions to achieve this:

• Clearly communicate the TSM findings to both staff and tenants.
• Develop a clear action plan based on the TSM results and findings to improve the scores. The effectiveness of the actions taken will be assessed and shared with tenants.
• As part of the creation of an action plan, work with tenants to better understand the feedback and explore ways of improving the satisfaction levels focusing on key areas for tenants.

These actions set out a clear approach to improving levels of tenant satisfaction and they will be incorporated into the work being undertaken to ensure the new consumer standards are met.

TSMs collected from management information

Building safety

Code	Tenant Satisfaction Measure	Reported
BS01	Proportion of homes for which all required gas safety checks have been carried out	100%
BS02	Proportion of homes for which all required fire risk assessments have been carried out	98.9%
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%

Decent Homes Standard and Repairs

Code	Tenant Satisfaction Measure	Reported
RP01	Proportion of homes that do not meet the Decent Homes Standard	6.2%
RP02 (1)	Proportion of non-emergency responsive repairs completed within the landlord’s target timescale	81.6%
RP02 (2)	Proportion of emergency responsive repairs completed within the landlord’s target timescale	95.8%

Anti-Social Behaviour

Code	Tenant Satisfaction Measure	Reported
NM01 (1)	Number of anti-social behaviour cases opened per 1,000 homes	21.8
NM02 (2)	Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes	4.1

Complaints

Code	Tenant Satisfaction Measure	Reported
CH01 (1)	Number of stage one complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes	2.3
CH01 (2)	Number of stage two complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes	0.4
CH02 (1)	Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales	46.2%
CH02 (2)	Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales	50%