Tenant Satisfaction Measures (TSM) Perception Metrics |
2023-24 Housemark Benchmark (Upper Quartile) |
2023-24 Greater Manchester Housing Providers (Upper Quartile) |
23-24 SHG Results |
|
| TP01 | Proportion of respondents who report that they are satisfied with the overall service from their landlord | 78.0% | 76% | 91.3% |
| TP02 | Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service | 78.7% | 78% | 84.7% |
| TP03 | 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 | 75.5% | 75% | 84.5% |
| TP04 | Proportion of respondents who report that they are satisfied that their home is well maintained | 77.8% | 76% | 88.9% |
| TP05 | Proportion of respondents who report that they are satisfied that their home is safe | 82.2% | 81% | 89.7% |
| TP06 | Proportion of respondents who report that they are satisfied that their landlord listens to tenants views and acts upon them | 67.3% | 71% | 89.7% |
| TP07 | Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them | 76.7% | 78% | 92.6% |
| TP08 | Proportion of respondents who report that they agree their landlord treats them fairly and with respect | 83.3% | 84% | 93.6% |
| TP09 | Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlords approach to complaints handling | 40% | 42% | 61.5% |
| TP010 | Proportion of residents with communal area who report that they are satisfied that their landlord keeps communal areas clean and well maintained | 72.3% | 74% | 86% |
| TP011 | Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood | 71.2% | 75% | 91.2% |
| TP012 | Proportion of respondents who report that they are satisfied with their landlord's approach to handling anti-social behaviour | 63.6% | 73% | 85.1% |
