ñNTR

How we are doing: Tenant Satisfaction Measures (TSMs)

Tenant Satisfaction Measures (TSMs) were introduced by the Regulator of Social ñNTR to enable tenants to scrutinise our performance and give us insight about where we can improve.
A random sample of customers are contacted directly by Acuity, our contractor, to complete a perception survey.

This feedback enables us to measure how well we are doing at providing good quality homes and services. We will share the results regularly to show you how we’re performing.

The perception surveys cover:

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

Read more
All results
Comparison

Overall Satisfaction

We were particularly pleased to see that so many of you say that your neighbourhood is a great place to live and that you feel safe in your home. Where you told us that there were areas for improvement, we are working hard to do better. See our ‘you said, we’re doing‘ page to find out more.

Overall satisfaction

75%

This score shows the proportion of respondents who report that they are satisfied with the overall service from their landlord.

x

Keeping properties in good repair

You should have a home that you can be proud of. Homes will be kept safe and in good condition. If any repairs need to be completed, these will be carried out to a decent standard and within the agreed timeframe.

Satisfaction with repairs

77%

This score shows the proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service.

x

Satisfaction with time taken to complete most recent repair

75%

This score shows the 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.

x

Homes that do not meet the Decent Homes Standard

0.52%

This score shows the proportion of homes that do not meet the Decent Homes Standard.

x

Non-emergency responsive repairs completed within target timescale

75.32%

This score shows the proportion of non-emergency responsive repairs completed within the landlord’s target timescale.

x

Emergency responsive repairs completed within target timescale

93.82%

This score shows the proportion of emergency responsive repairs completed within the landlord’s target timescale.

x

Satisfaction that home is well maintained

73%

This score shows the proportion of respondents who report that they are satisfied that their home is well maintained.

x

Maintaining building safety

We want you to feel safe in your home so we make sure that all the necessary safety checks are completed.

Satisfaction that the home is safe

83%

This score shows the proportion of respondents who report that they are satisfied that their home is safe.

x

Gas safety checks

99.99%

This score shows the proportion of homes for which all required gas safety checks have been carried out.

x

Fire safety checks

100%

This score shows the proportion of homes for which all required fire risk assessments have been carried out.

x

Asbestos safety checks

100%

This score shows the proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.

x

Legionella risk assessments

100%

This score shows the proportion of homes for which all required legionella risk assessments have been carried out.

x

Lift safety checks

95.24%

This score shows the proportion of homes for which all required communal passenger lift safety checks have been carried out.

x

Respectful and helpful engagement

We will make sure that all information is easily available and that we are respectful and act on your feedback.

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

60%

This score shows the proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them.

x

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

76%

This score shows the proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them.

x

Agreement that the landlord treats tenants fairly and with respect

77%

This score shows the proportion of respondents who report that they agree their landlord treats them fairly and with respect.

x

Effective handling of complaints

We know that sometimes things go wrong and when this happens, we want to hear from you. We will learn from your feedback and improve our services. See our ‘you said, we’re doing’ page to find out more.

Satisfaction with the landlord’s approach to handling complaints

36%

This score shows the proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling.

x

Stage one complaints per 1,000 homes

53

This score shows the number of stage one complaints received per 1,000 homes.

x

Stage two complaints per 1,000 homes

10.57

This score shows the number of stage two complaints received per 1,000 homes.

x

Stage one complaints responded to within Complaint Handling Code timescales

86.2%*

This score shows the proportion of stage one complaints responded to within the ñNTR Ombudsman’s Complaint Handling Code timescales.

x

Stage two complaints responded to within Complaint Handling Code timescales

78.8%*

This score shows the proportion of stage two complaints responded to within the ñNTR Ombudsman’s Complaint Handling Code timescales.

x

Satisfaction with the opportunity to make views known

70%

This score shows the proportion of respondents who report that they are satisfied that their landlord gives them the opportunity to make their views known.

x

Satisfaction that the landlord is easy to deal with

69%

This score shows the proportion of respondents who report that they are satisfied their landlord is easy to deal with.

x

Responsible neighbourhood management

We work in partnership with you, local agencies and partners to provide safe environments and promote good communication and relationships in our communities. We will listen and act on concerns raised by you about your neighbourhood.

Satisfaction that the landlord keeps communal areas clean and well maintained

60%

This score shows the proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained.

x

Satisfaction that the landlord makes a positive contribution to neighbourhoods

69%

This score shows the proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood.

x

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

59%

This score shows the proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour.

x

Anti-social behaviour cases opened per 1,000 homes

25.1**

This score shows the number of anti-social behaviour cases, opened per 1,000 homes.

x

Anti-social behaviour cases that involve hate incidents opened per 1,000 homes

0.48

This score shows the number of anti-social behaviour cases that involve hate incidents, opened per 1,000 homes.

x

Satisfaction with neighbourhood as a place to live

85%

This score shows the proportion of respondents who report that they are satisfied with their neighbourhood as a place to live.

x

*Figure corrected on 18 June. Figure reported before this date did not include complaints where an extension to the timeframe had been agreed, within the Complaint Handling Code.
**Figure corrected on 18 June. Figure reported before this date was an error.

Overall satisfaction

2022/20232023/2024Difference
Overall satisfaction75%75%0%

Keeping properties in good repair

2022/20232023/2024Difference
Satisfaction with repairs76%77%1%
Satisfaction with time taken to complete most recent repair73%75%2%
Satisfaction that the home is well maintained74%73%-1%

Maintaining building safety

2022/20232023/2024Difference
Satisfaction that the home is safe83%83%0%
Gas safety checks99.98%99.99%0.01%
Fire safety checks98.77%100%1.23%
Asbestos safety checks99.44%100%0.56%
Legionella risk assessments99.33%100%0.67%
Lift safety checks99.09%95.24%-3.85%

Respectful and helpful engagement

2022/20232023/2024Difference
Satisfaction that the landlord listens to tenant views and acts upon them64%60%-4%
Satisfaction that the landlord keeps tenants informed about things that matter to them78%76%-2%
Agreement that the landlord treats tenants fairly and with respect80%77%-3%

Effective handling of complaints

2022/20232023/2024Difference
Satisfaction with the landlord’s approach to handling complaints34%36%2%
Satisfaction with the opportunity to make views known68%70%2%
Satisfaction that the landlord is easy to deal with69%69%0%

Responsible neighbourhood management

2022/20232023/2024Difference
Satisfaction that the landlord keeps communal areas clean and well maintained68%60%-8%
Satisfaction that the landlord makes a positive contribution to neighbourhoods73%69%-4%
Satisfaction with the landlord’s approach to handling anti-social behaviour67%59%-8%
Satisfaction with the neighbourhood as a place to live88%85%-3%
Footer Angle
Menu
My ñNTR