Introduction
In September 2022 the Regulator of Social Housing (RSH) introduced 22 TSMs, that all providers of social housing are required to use to report on the performance of their housing service.
The RSH has set rules for the collation of each of the 22 TSMs so that they are all collated in a standard way, and to allow for the performance of different social landlords to be compared. More information on the TSMs is available here.
The results cover the Council’s performance in delivering services to council tenants who receive their service directly from the Council, or under management arrangements with other housing organisations. The results also include tenants living in temporary accommodation that is owned by the Council.
The Council has now calculated its performance against the TSMs for 2024-25, or the period covering 1 April 2024 to 31 March 2025. These results are shown below.
Results from the survey of council tenants (or tenant perception survey)
The survey was completed between 20 January and 6 March 2025, and was conducted face-to-face by the Council’s appointed researcher, Opinion Research Services (ORS) Limited. ORS also undertook all of the survey analysis and calculated the TSM survey results.
As part of the survey, 1051 council tenants were interviewed. The raw results were then weighted, or compared with the data for all of the council’s tenants, to ensure that the results were representative of all council tenants. More details on the organisation is provided in the Summary of Approach (PDF).
The full results from the survey are shown below, but the key TSM scores were:
- 71% of council tenants were satisfied with the overall landlord service by the Council. The figure for 2023-24 was 59%
- 72% of council tenants, who had received a repair in the last 12 months, were satisfied with the overall repairs service. This equals the score for 2023-24
- 63% of council tenants were satisfied that their landlord listens to tenant views and acts upon them. The figure for 2023-24 was 54%
- 84% of respondents said their landlord treats them fairly and with respect
Table 1: TSMs derived from tenant perception survey
|
TSM no. |
Tenant satisfaction measure |
2024-25 |
2023-24 |
|
TP01
|
Proportion of respondents who report that they are satisfied with the overall service from their landlord |
71% |
59% |
|
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 |
72% |
72% |
|
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 |
65% |
62% |
|
TP04 |
Proportion of respondents who report that they are satisfied that their home is well maintained |
67% |
61% |
|
TP05 |
Proportion of respondents who report that they are satisfied that their home is safe |
77% |
71% |
|
TP06 |
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them |
63% |
54% |
|
TP07 |
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them |
77% |
62% |
|
TP08
|
Proportion of respondents who report that they agree their landlord treats them fairly and with respect |
84% |
73% |
|
TP09 |
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling |
45% |
27% |
|
TP10 |
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained |
78% |
70% |
|
TP11
|
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood |
70% |
57% |
|
TP12
|
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour |
68% |
58% |
N.B. Figures have been rounded to whole numbers.
Results from the Council’s reporting processes (or management TSMs)
Table 2: Management TSMs i.e. TSMs calculated from service processes and systems
|
TSM no. |
2024-25 |
2023-24 |
|
CH01 - Complaints relative to the size of the landlord (Stage 1) – complaints per 1000 homes |
174 |
84 |
|
CH01 - Complaints relative to the size of the landlord (Stage 2) – complaints per 1000 homes |
8 |
7 |
|
CH02 - Complaints responded to within Complaint Handling Code timescales (Stage 1) |
68% |
72% |
|
CH02 - Complaints responded to within Complaint Handling Code timescales (Stage 2) |
33% |
69% |
|
NM01- Anti-social behaviour cases relative to the size of the landlord (cases per 1000 homes) |
560 |
149 |
|
NM01- Anti-social behaviour cases relative -hate crimes only (cases per 1000 homes) |
0 |
0 |
|
RP01 - Homes that do not meet the Decent Homes Standard* |
26% |
29% |
|
RP02 - Repairs completed within target timescale - non-emergency repairs |
84% |
67% |
|
RP02 - Repairs completed within target timescale – emergency repairs |
99% |
96% |
|
BS01- Gas safety checks (completed) |
100% |
100% |
|
BS02 - Fire safety checks (completed) |
100% |
98% |
|
BS03 - Asbestos safety checks (completed) |
99% |
82% |
|
BS04 - Water safety checks (completed) |
100% |
98% |
|
BS05 - Lift safety checks (completed) |
99% |
91% |
N.B. Figures have been rounded to whole numbers.
*The Decent Homes Standard (DHS) is Government standard for social housing. Under the DHS a council home should:
- Not have any health and safety hazards
- Be in a reasonable state of repair
- Have reasonably modern facilities and services (e.g. kitchen and bathroom)
- Provide a reasonable level of thermal comfort (i.e. it should not be hard to heat)
To find out what the Council is doing to improve council homes, please read the Housing Improvement Plan: Improving Your Homes – Newham Council
