Tenant Satisfaction Measures

The Tenant Satisfaction Measures survey allows us see how we are performing as a housing service and helps us understand, through your feedback, how well we are doing providing good quality homes and services and provides you with greater transparency about our performance as your landlord.

We need to carry out and report the results of this survey every year as required by the Regulator of Social Housing, so we have commissioned a specialist company called Acuity to do this for us. The survey for the final quarter of 2024 was completed in March 2025.

The first quarterly survey for 2025 will be carried out in June, with the second in September and the third in December before the final survey in March 2026.

The surveys are strictly confidential, and your responses will be given back to us anonymously, without your name or any other identifying information, unless you give us your permission. 

By allowing us to see your responses, we will have better information to help us improve our services. You will also be asked if you would like us to contact you about any issues you have raised.

In addition to our satisfaction results, we also submit performance indicator data to the Regulator of Social Housing. These are related to Building Safety, ASB, Neighbourhood Management, Complaints and Repairs. Further detailed information about the Tenant Satisfaction Measures are available on the government website, but you can view our previous annual reports here.

Tenant Satisfaction Measures (TSM) survey 2023/24

Compliance

Compliance
Tenant satisfaction measure Our performance 2023/24
BS01 - proportion of homes for which all required gas safety checks have been carried out. 99.8%
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. 74%
BS04 - proportion of homes for which all required legionella risk assessments have been carried out. 66.8%
BS05 -proportion of homes for which all required communal passenger lift safety checks have been carried out 100%

Anti-social behaviour

Anti-social behaviour
Tenant satisfaction measure Our performance 2023/24
NM01 - number of anti-social behaviour cases opened per 1,000 homes. 25.4
NM01 - number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes. 0.3

Complaints

Complaints
Tenant satisfaction measure Our performance 2023/24
CH01 - number of stage one complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes. 90.4
CH02 - proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales. 89%
CH01 - number of stage two complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes. 16.9
CH02 - proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales. 94.8%

Repairs

Repairs
Tenant satisfaction measure Our performance 2023/24
RP01 - Proportion of homes that do not meet the Decent Homes Standard Did not submit
RP02 - proportion of non-emergency responsive repairs completed within the landlord's target timescale. 77.9%
RP02 - proportion of emergency responsive repairs completed within the landlord's target timescale. 81%

Summary of approach

Perception Measures
Tenant satisfaction measure Our performance 2023/24
TP01 - Proportion of respondents who report that they are satisfied with the overall service from their landlord. 58%
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. 58%
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. 53%
TP04 - Proportion of respondents who report that they are satisfied that their home is well maintained. 55%
TP05 - Proportion of respondents who report that they are satisfied that their home is safe. 39%
TP06 - Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. 38%
TP07 - Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. 47%
TP08 - Proportion of respondents who report that they agree their landlord treats them fairly and with respect. 57%
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. 23%
TP10 - Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. 49%
TP11 - Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. 46%
TP12 - Proportion of respondents who report that they are satisfied with their landlord's approach to handling anti-social behaviour. 43%
Summary of approach further information

Summary of achieved sample size (number of responses)

1,187

Timing of survey

01/06/2023 to 31/07/2023

Collection method(s) - Including summary of responses by survey collection method and the rationale for the survey collection method(s) chosen.

37% online, 63% postal - Our rationale for carrying out a census postal and online survey was to afford opportunities for each of our tenants to complete the survey and provide their views on satisfaction with our
service, maximising response rates in the most cost effective way.

Sample method

Census

Summary of the assessment of representativeness of the sample against the relevant tenant population (including reference to the characteristics against which representativeness has been assessed) To include proportion of the relevant (a) tenant population and (b) total survey responses that share the principal characteristics for which representativeness has been assessed.

Housing group

Housing Group
Row Labels Responses % Population %
GENERAL 858 72% 2689 80%
GENFUND 7 1% 11 0.3%
SHELTER 315 27% 641 19%
TA 7 1% 38 1%
Grand Total 1187 100% 3379 100%

Age group

Age group
Row Labels Responses % Population %
0 - 24 17 1% 80 2%
25 - 34 69 6% 316 9%
35 - 44 104 9% 474 14%
45 - 54 163 14% 586 17%
55 - 59 125 11% 332 10%
60 - 64 135 11% 367 11%
65 - 74 282 24% 589 17%
75 - 84 194 16% 429 13%
85+ 90 8% 177 5%
Unknown 8 1% 29 1%
Grand Total 1187 100% 3379 100%

Any weighting applied to generate the reported perception measures (including a reference to all characteristics used to weight results)

Weighted based on age.

The role of any named external contractor(s) in collecting, generating, or validating the reported perception measures

Acuity Research & Practice Ltd - Collecting, generating, validating reported perception measures

The number of tenant households within the relevant population that have not been included in the sample frame due to the exceptional circumstances described in paragraph below* with a broad rationale for their removal

N/A

Reasons for any failure to meet the required sample size requirements

N/A - 1189 responses were received giving an accuracy rate of within ±2.3%.

Type and amount of any incentives offered to tenants to encourage survey completion

£100 Love2Shop Voucher to one participant selected at random

Any other methodological issues likely to have a material impact on the tenant perception measures reported

N/A

accordion end

Tenant satisfaction measures - tenant questionnaire [pdf] 176KB

Tenant Satisfaction Measures (TSM) survey 2024/25

Tenant satisfaction measures performance results

Please see our Tenant Satisfaction Survey report 202425 [pdf] 740KB

Compliance

Compliance
Tenant satisfaction measure Our performance 2023/24 Our performance 2024/25
BS01 - proportion of homes for which all required gas safety checks have been carried out. 99.8% 99.9% (+0.1%)
BS02 - proportion of homes for which all required fire risk assessments have been carried out. 100% 100%
BS03 - proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. 74% 100% (+26%)
BS04 - proportion of homes for which all required legionella risk assessments have been carried out. 66.8% 100% (+33.2%)
BS05 -proportion of homes for which all required communal passenger lift safety checks have been carried out 100% 100%

Anti-social behaviour

Anti-social behaviour
Tenant satisfaction measure Our performance 2023/24 Our performance 2024/25
NM01 - number of anti-social behaviour cases opened per 1,000 homes. 25.4 20.1 (-5.3)
NM01 - number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes. 0.3 0.6 (+0.4)

Complaints

Complaints
Tenant satisfaction measure Our performance 2023/24 Our performance 2024/25
CH01 - number of stage one complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes. 90.4 70.7 (-19.7)
CH02 - proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales. 89% 71.6% (-17.3%)
CH01 - number of stage two complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes. 16.9 19.8 (+2.9)
CH02 - proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales. 94.8% 70.6% (-24.2%)

Repairs

Repairs
Tenant satisfaction measure Our performance 2023/24 Our performance 2024/25
RP01 - Proportion of homes that do not meet the Decent Homes Standard Did not submit 10.9%
RP02 - proportion of non-emergency responsive repairs completed within the landlord's target timescale. 77.9% 66.6% (-11.2%)
RP02 - proportion of emergency responsive repairs completed within the landlord's target timescale. 81% 63.8% (-17.1%)

Summary of approach

Perception Measures
Tenant satisfaction measure Our performance 2023/24 Our performance 2024/25
TP01 - Proportion of respondents who report that they are satisfied with the overall service from their landlord. 58% 61% (+3%)
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. 58% 70% (+12%)
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. 53% 66% (+13%)
TP04 - Proportion of respondents who report that they are satisfied that their home is well maintained. 55% 63% (+8%)
TP05 - Proportion of respondents who report that they are satisfied that their home is safe. 39% 75% (+16%)
TP06 - Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. 38% 47% (+9%)
TP07 - Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. 47% 69% (+22%)
TP08 - Proportion of respondents who report that they agree their landlord treats them fairly and with respect. 57% 74% (+17%)
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. 23% 27% (+4%)
TP10 - Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. 49% 55% (+6%)
TP11 - Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. 46% 65% (+19%)
TP12 - Proportion of respondents who report that they are satisfied with their landlord's approach to handling anti-social behaviour. 43% 53% (+10%)

Summary of Approach 2024-25 [pdf] 989KB

Tenant Satisfaction Measures (TSM) survey 2025/26

If you're randomly selected to take part in our Tenant Satisfaction Measures survey, you can tell us what you think about your home and the services we provide. It should only take around ten minutes of your time. If you have previously completed a survey, you will not be contacted again this year.

The survey is carried out by telephone and we will be conducting around 125 of these per quarter, or a little over 500 across the year, to reach the number of responses required by the regulator. 

To make it as fair as possible, Acuity will be contacting residents at random. They make calls between 9.30am and 8pm, Monday to Friday and between 10am and 4pm on Saturdays.

The surveys are strictly confidential, and your responses will be given back to us anonymously, without your name or any other identifying information, unless you give us your permission. By allowing us to see your responses, we will have better information to help us improve our services. You will also be asked if you would like us to contact you about any issues you have raised. 

Additional surveys and performance information

Arun Housing Service conducts formal and informal surveys. There are currently 2 types of formal surveys:

  • perception surveys
  • transactional surveys

Both surveys are conducted by a company called Acuity Research and Practice. 

We also run informal surveys throughout the year when we want to ask tenants for their thoughts and opinions in a particular area. 

You can find out more about our surveys here.