Tenant Satisfaction Measures (TSMs)
The Tenant Satisfaction Measures (TSMs) have been introduced by the Regulator of Social Housing in England to assess how well landlords are doing in providing good quality homes and services.
There are 22 measures, 12 of these measures come directly from one of our customer feedback surveys, 10 come from information we hold in our systems on our operational activity.
These measures have been designed to drive up standards and improve the quality of social housing by ensuring housing providers are accountable for the services delivered to customers.
We have been monitoring our performance on similar measures for a number of years, which helps us to understand what matters most to our customers and influences what goes into our improvement plans.
With TSMs now being a regulatory requirement for all social landlords, we will be able to compare our performance to others when the regulator publishes all landlord’s results later in 2024. During the second year of TSMs collection we will also be able to share further details around how trends in performance change year on year.
Riverside runs an ongoing perception survey every month to understand how customers feel about the services we provide. Within this survey we capture your responses on the Tenant Satisfaction Measures alongside some additional measures that we think are also important.
Before the TSMs framework was introduced, we were already conducting regular customer feedback surveys to hear how we’re performing from our customers’ perspective.
The first year of formal TSMs data collection started 1st April 2023, and we will report full year (April 2023 – March 2024) performance to both the Regulator and customers in Summer 2024.
This ongoing survey is carried out by our research partner, IFF Research. They are very experienced in running these surveys on behalf of landlords. They contact customers by phone or by email to ask the questions below. Customers will be chosen at random to take part in the survey.
Not all Riverside customers are included within the TSMs – Leaseholders are not part of the TSMs and as this is the English Regulator, our Scottish customers are also not included here.
This feedback is used to drive our improvement plans, influence decision making and enable our customers to check in on our performance.
Your opinions matter to us. We dedicate time to reviewing your comments to understand how you feel and what we need to do differently. Where customers respond with dissatisfaction we aim to follow up directly so we can put things right.
How we’re performing on TSMs
Whilst the Regulator of Social Housing only requires us to share these results annually, we feel it important to share a mid-year update as well as an end of year update with our customers. The results below show our mid-year performance and are based on April – September 2023. Our full end of year results will be published in June 2024. These results show our combined Group performance which includes results from Riverside and One Housing Group.
Overall satisfaction with the service provided by us
65.9%
Keeping properties in good repair
Satisfied with repairs we carry out on your property
70.4%
Satisfied with the time taken to complete your repair
66.9%
Satisfied the home we provide is well maintained
67.7%
Homes that meet the decent homes standard
99.9%
Percentage of repairs completed within target timescales
87.7%
Maintaining building safety
Satisfied your home is safe
75.0%
Gas safety checks
98.4%
Fire safety checks
99.6%
Asbestos safety checks
99.1%
Water safety checks
99.1%
Lift safety checks
93.5%
Respectful and helpful engagement
Satisfied we listen to your views and act on them
55.3%
Satisfied we keep you informed about things that matter to you
65.6%
Agreement we treat customers fairly & with respect
70.6%
Effective handling of complaints
Satisfied with our approach to handling complaints
33.1%
Number of complaints received relative to the size of us as a Landlord* – Stage 1
49.5
Number of complaints received relative to the size of us as a Landlord* – Stage 2
7.6
Complaints responded to within Complaints handling code timescales – Stage 1
86.6%
Complaints responded to within Complaints handling code timescales – Stage 2
85.2%
*calculated as the number of complaints or ASB cases per 1,000 homes.
Responsible neighbourhood management
Satisfied we keep communal areas clean and well maintained
58.3%
Satisfied we make positive contributions to neighbourhoods
55.5%
Satisfied with our handling of anti social behaviour
56.1%
Number of ASB cases relative to size of our company
25.5
We also report our performance on a separate set of key metrics each quarter, which were agreed with customers as the metrics which matter most to them. Unlike the TSMs, these scores include feedback from our customers in Scotland and our Leasehold customers too, and as such generate different scores.