How satisfied are you?

We continually monitor our performance against Tenancy Satisfaction Measures and will be reporting them on a monthly basis. By monitoring customer satisfaction on an ongoing basis, we can react quickly to any changes in satisfaction and ensure we keep improving services to our customers.

Please see our satisfaction results for December 2023.

95.46%

Target: No target | Stockport Homes

Overall satisfaction

Proportion of respondents who report that they are satisfied with the overall service from their landlord.

94.65%

Target: No target | Stockport Homes

Satisfied landlord listens

Proportion of respondents who report that they are satisfied that their landlord listens to tenants views and acts upon them.

97.01%

Target: No target | Stockport Homes

Satisfied landlord keeps tenants informed

Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them.

97.7%

Target: No target | Stockport Homes

Satisfied landlord treats tenants fairly

Proportion of respondents who report that they agree their landlord treats them fairly and with respect.

93.49%

Target: No target | Home

Satisfied home is safe

Proportion of respondents who report that they are satisfied that their home is safe.

92.94%

Target: No target | Home

Satisfied home is well maintained

Proportion of respondents who report that they are satisfied that their home is well maintained.

87.82%

Target: No target | Home

Satisfied with communal areas

Proportion of residents with communal area who report that they are satisfied that their landlord keeps communal areas clean and well maintained.

86.46%

Target: No target | Repairs

Satisfied with repairs service

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

86.82%

Target: No target | Repairs

Satisfied with time taken for repair

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.

 

76.56%

Target: No figure | Complaints

Satisfied with complaints handling

Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlords approach to complaints handling.

96.5%

Target: No target | Neighbourhood

Satisfied with landlords contribution to neighbourhood

Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood.

90.42%

Target: No target | ASB

Satisfied with approach to ASB

Proportion of respondents who report that they are satisfied with their landlord's approach to handling anti-social behaviour.

How are we performing?

Please see our performance results for December 2023.

100%

Target: 100% | Safety

Gas safety checks

% of homes for which all required gas safety checks have been carried out.

100%

Target: 100% | Safety

Fire Risk Assessments

% of homes for which all required Fire Risk Assessments have been carried out. 

100%

Target: 100% | Safety

Asbestos surveys

% of homes for which all required asbestos management surveys or re-inspections have been carried out.

100%

Target: 100% | Safety

Legionella Risk Assessments

% of homes for which all required legionella risk assessments have been carried out.

100%

Target: 100% | Safety

Lift safety checks

% of homes for which all communal passenger lift safety checks have been carried out.

102.05

Target: No target | ASB

ASB cases open (per 1,000 homes)

Number of anti-social behaviour cases (including hate incidents) opened per 1,000 home, year to date.

1.47

Target: No target | ASB

ASB hate crime cases (per 1,000 homes)

Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes.

0%

Target: 0% | Home

Homes that do not meet the Decent Homes Standard

Proportion of homes that do not meet the Decent Homes Standard.

99.94%

Target: 99.80% | Repairs

Emergency repairs completed on time

Proportion of emergency responsive repairs completed within the landlord’s target timescale.

81.66%

Target: No target | Repairs

Non-emergency repairs completed on time

Proportion of non-emergency responsive repairs completed within the landlord’s target timescale.

16.35

Target: No target | Complaints

Stage one complaints (per 1,000 homes)

Number of stage one complaints received per 1,000 homes.

2.52

Target: No target | Complaints

Stage two complaints (per 1,000 homes)

Number of stage two complaints received per 1,000 homes (year to date).

 

97.1%

Target: 100% | Complaints

Stage one complaints response times

Proportion of stage one complaints responded to within the HoS complaint handling code timescales.

100%

Target: 100% | Complaints

Stage two complaints response times

Proportion of stage two complaints responded to within the HoS complaint handling code timescales.

Tenant Satisfaction Measures explained

What are Tenant Satisfaction Measures?

Tenant Satisfaction Measures have been introduced by, the Regulator of Social Housing, to assess how well housing providers are doing at providing good quality homes and services. Customers can give feedback and share views by answering some questions relating to important services such as repairs and complaints. 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. 

The Regulator will be reviewing this customer feedback information annually from surveys that will start in April 2023, to highlight any areas that could be improved and to work collaboratively with providers to drive service improvements. The regulator will also share best practice from across the country which will help to keep driving improvements in social housing. 

Stockport Homes is committed to ensuring maximum value from the information we collect, for customers and the business as a whole.  This will contribute to ensuring we are able to consistently strengthen and improve services based upon feedback we receive. 

What will the survey questions be asking about?

Customer feedback is essential, and as part of our commitment to delivering landlord services to customers safe in their homes –  have added some additional questions to existing surveys so that we can capture as much feedback as possible in one visit. With this new and revised survey – customer opinions are being seen by the regulators, and it is a truly valued way to help keep improving services.

The survey will be asking questions about. 

  • How satisfied customers are with overall service
  • The quality of the Repairs Service
  • Customer satisfaction with how well maintained their homes are
  • Customer satisfaction with the safety of their home and communities 
  • How customer feel we are listening and acting upon their views
  • How customers feel we keep them informed
  • Customer satisfaction with being treated fairly and respectfully 

Tenant Satisfaction Measures leaflet

Read the Tenant Satisfaction Measures leaflet from the Regulator of Social Housing.

PDF 2700Kb

View online
Download

All our performance information is open & transparent

If you have any questions or would like further information, please contact [email protected]