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Tenant Satisfaction Measures 2023-24

The Tenant Satisfaction Measures (TSMs) have been introduced by the Regulator of Social Housing in England to help them see how well housing providers are delivering services, and making sure they are providing good quality homes and services. They also show our tenants how well we are performing as their landlord in the following areas:

  • Keeping properties in good repair
  • Maintaining building safety
  • Respectful and helpful engagement
  • Effective handling of complaints
  • Responsible neighbourhood management
  • Overall satisfaction with services
The Big conversation

The TSMs consist of 22 measures: 12 of these come from surveying tenants about their satisfaction with services, and 10 come from the information we hold. This includes data in relation to building safety, anti-social behaviour and complaint handling. To find out more about the survey click here.

We gathered feedback from our tenants through a Tenant Perception Survey which was sent out between 8th September 2023 and 18th October 2023. We used text message, postal, online and telephone surveys to gain feedback. A copy of the survey, including the accompanying letter, can be found here.

The survey was sent to 6,453 tenants and 1,211 responses were received. We worked with an external company called TP Tracker, to make sure the survey was delivered independently and that the responses we received were representative of our whole tenant population. Full details of our approach can be found here.

How are we doing?
Our performance as at 31st March 2024:

Overall satisfaction with CGA services: 78.6%

Keeping properties in good repair

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80.1%

of tenants satisfied with our repairs service

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77.4%

of tenants were satisfied with the time taken to complete the most recent repair

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76.6%

satisfaction that the home is well maintained

WEBASSETS3

0.0%

of CGA homes that do not meet the Decent Homes Standard

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98.7%

of emergency repairs completed within target timescale (24 hours)

WEBASSETS4

83.4%

of non-emergency repairs completed within target timescale (20 days)

Maintaining building safety

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78.8%

Satisfaction that the home is safe

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99.7%

Gas safety checks completed

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100%

Fire safety checks completed

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100%

Asbestos safety checks completed

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100%

Water safety checks completed

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100%

Lift safety checks completed

Respectful and helpful engagement

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67.1%

Satisfaction that the landlord listens to tenant views and acts upon them

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74.6%

Satisfaction that the landlord keeps tenants informed about things that matter to them

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80.3%

Satisfaction that the landlord treats tenants fairly and with respect

Effective handling of complaints

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43.9%

Satisfaction with the landlord's approach to handling complaints

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25.7

Stage 1 Complaints relative to the size of the landlord (per 1000 homes)

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97.7%

Stage 1 Complaints responded to within the Complaint Handling Code timescales

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3.5

Stage 2 Complaints relative to the size of the landlord (per 1000 homes)

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100%

Stage 2 Complaints responded to within Complaint Handling Code timescales

Responsible neighbourhood management

5673

69.0%

Satisfaction that the landlord keeps communal areas clean and well maintained

5672

66.0%

Satisfaction that the landlord makes a positive contribution to neighbourhoods

567

54.7%

Satisfaction with the landlord's approach to handling anti-social behaviour

567

67.4

Number of anti-social behaviour cases opened (per 1000 homes)
567

2.5

Number of anti-social behaviour cases that involve hate incidents opened (per 1000 homes)

Next Steps

We recognise that our results are not as good we would like them to be, so we are making a series of changes to improve the services we deliver to you.

We have shared these results with our strategic Tenant Committee, Gateway Central, who have scrutinised the results and will continue to have oversight of our work to improve services.

We have used the results from this survey, along with learning identified from tenant complaints, and tenant feedback from consultation activities, to create a Service Transformation Strategy. This strategy focusses on three themes:

  • Putting customers at the heart of all we do
  • Delivering brilliant basics
  • Continuous improvement based on tenant feedback

The strategy and action plan clearly set out how we will improve our services to better meet the needs of our tenants, helping us to improve our performance. For further details of the strategy, click here.

We continually look to increase satisfaction across all the measures and have worked with tenants to improve our satisfaction ratings in these areas. Below is a selection of some of the work we have done so far to achieve this: