The Tenant Satisfaction Measures (TSMs) have been introduced by the Regulator of Social Housing in England to measure how well landlords are doing to provide good quality homes and services.

The measures focus on five key themes:

Keeping properties in good repair
Maintaining building safety
Respectful and helpful engagement
Effective handling of complaints
Reponsible neighbourhood management

There are 22 measures, 12 of these measures come directly from resident surveys while 10 come from information we measure and hold ourselves.

Together they have been designed to raise standards and improve the quality of social housing by ensuring we are accountable for the services delivered to you.

When reporting the TSM results to the Regulator, we will submit scores for two groups of residents, low cost renters and low cost homeowners. Here we also report performance for residents not included in these two groups (other tenures) as well as a composite score that includes all residents. Find out which groups of residents these terms cover here.

TP01: Taking everything into account, how satisfied or dissatisfied are you with the service provided by NHG? 46.6%

Overall satisfaction

Overall satisfaction for the period surveyed was found to be 46.6%. For low cost renters the score was 52.5% and for low cost home owners it was 24.0%.

These results are a strong signal to all of us at NHG that we are falling short of the expectations of our residents. We hear you and recognise the absolute need for change.


All of us at every level are fully committed to transforming our business to meet your needs and deliver the great service that you deserve. Over the forthcoming year you will hear more about the changes we are making to ensure this takes place.

 
TSM survey question Low cost renter results Low cost home owner results Other tenure results
TP01: Overall satisfaction
More info Taking everything into account, how satisfied or dissatisfied are you with the service provided by NHG?
 52.5% 24.0% 42.0%

Keeping properties in good repair

TP02: Has NHG carried out a repair to your home in the last 12 months? If yes, how satisfied or dissatisfied are you with the overall repairs service from NHG over the last 12 months? 58.1%
TP03: Has NHG carried out a repair to your home in the last 12 months? If yes, how satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it? 57.4%
TP04: How satisfied or dissatisfied are you that NHG provides a home that is well maintained? 51.8%
Proportion of homes that meet the Decent Homes Standard - 99.6%
Proportion of non-emergency responsive repairs completed within the landlord's target timescale - 82.8%
Proportion of emergency responsive repairs completed within the landlord's target timescale - 85.9%
 

Maintaining building safety

TP05: Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that NHG provides a home that is safe? 61.5%
Proportion of homes for which all required gas safety checks have been carried out - 99.5%
Proportion of homes for which all required fire risk assessments have been carried out - 97.7%
Proportion of homes for which all required asbestos management surveys have been carried out - 99.4%
Proportion of homes for which all required legionella risk assessements have been carried out - 94.8%
Proportion of homes for which all required passenger lift safety checks have been carried out - 96.2%
 

Respectful and helpful engagement

TP06: How satisfied or dissatisfied are you that NHG listens to our views and acts upon them? 40.4%
TP07: How satisfied or dissatisfied are you that NHG keeps you informed about things that matter to you? 57.3%
TP08: To what extent do you agree or disagree with the following 'my landlord treats me fairly and with respect'? 59.7%
 

Effective handling of complaints

TP09: Have you made a complaint to NHG in the last 12 months? If yes, how satisfied or dissatisfied are you with NHG approach to complaints handling? 23%
Number of stage one complaints received per 1,000 homes - LCRA 176 LCHO 138.8
Number of stage two complaints received per 1,000 homes - LCRA 55.9 LCHO 50.7
Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales - LCRA 90.8% LCHO 91.6%%
Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales - LCRA 71.2% LCHO 73.7%
 

Responsible neighbourhood management

TP10: Do you live in a building with communal areas, either inside or outside, that NHG is responsible for maintaining? If yes, how satisfied or dissatisfied are you that NHG keeps these communal areas clean, and well maintained? 52.4%
TP11: How satisfied or dissatisfied are you that NHG makes a positive contribution to your neighbourhood? 48.5%
TP12: How satisfied or dissatisfied are you with NHG approach to handling anti-social behaviour? 50.6%
Number of anti-social behaviour cases, opened per 1,000 homes - 23.5
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes - 0.2