Tenant Satisfaction Measures and Performance: 2024/25

In 2023, the Regulator of Social Housing introduced new mandatory Tenant Satisfaction Measures (TSMs) for all social landlords with over 1,000 homes.

These TSMs help to show our tenants how well we're doing in several areas including keeping homes in good repair, dealing with complaints effectively and responsible neighbourhood management.

There are two types of TSMs. For Perception TSMS, tenants are surveyed to help gather this feedback and we must share these results with the Regulator and tenants each year. Performance TSMs are based on factual data such as repair completion times or the number of complaints received.  

Take a look at the tables below to see how our latest results compare to those of 12 months ago: 

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TSMs - Perception

Tenant Satisfaction Measure

24/25

23/24

Change

Overall Satisfaction

71%

69%

+2%

Satisfaction with repairs

69%

68%

+1%

Satisfaction with time taken to complete most recent repair

63%

65%

-2%

Satisfaction that the home is well maintained

67% 

63% 

+4% 

Satisfaction that the home is safe 

75%

69% 

+6%

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

60% 

56% 

+4% 

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

71% 

65%

+6% 

Agreement that the landlord treats tenants fairly and with respect

76%

72%

+4%

Satisfaction with the landlord's approach to handling complaints

32%

26%

+6%

Satisfaction that the landlord keeps communal areas clean and well-maintained

71%

66%

+5%

Satisfaction that the landlord makes a positive contribution to neighbourhoods

66%

64%

+2%

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

59%

55%

+4%

 
TSMs - Performance


Performance of Southway with the safety of our buildings 

Performance Measure

24/25

23/24

Change

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

100%

100%

0

Proportion of homes for which all required fire risk assessments have been carried out

100%

100%

0

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

100%

100%

0

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

100%

100%

0

Proportion of homes for which all required communal passenger lift safety checks have been carried out

100%

100%

0

 
Performance of Southway relating to Anti-Social Behaviour 

Performance measure

24/25

23/24

Change 

Number of Anti-Social Behaviour cases opened per 1,000 homes

24.21 

40.24 

-16.03 

Number of Anti-Social Behaviour cases that involve hate incidents opened per 1,000 homes

1.16

1.85

-0.69 


Performance of Southway Repairs Service

Performance measure

24/25

23/24

Change

Proportion of homes that do not meet the Decent Homes Standard

0%

0%

0%

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

82.7%

79.6% 

+3.1% 

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

97.3%

95.1%

+2.2%

 

Performance of Southway with complaints


Performance measure

24/25

23/24

Change

Number of stage one complaints received per 1,000 homes

76.45

27.78

+48.67

Number of stage two complaints recevied per 1,000 homes

15.26

6.4

+8.86

Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint timescales

83%

80%

+3%

Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint timescales

92%

89%

+3%

Please see the links below for a copy of the questionnaire and our approach to the survey for 2024/25. There was no letter sent to tenants.

Please see the links below for a copy of the questionnaire, our approach to the survey and the letter sent to residents about the survey for 2023/24.