Tenant Satisfaction Measures (TSMs)
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Tenant Satisfaction Measures (TSMs)
The Regulator of Social Housing introduced a new requirement for all social housing landlords, to annually report on a set of measures that tell you how well we're doing at providing quality homes and services. These requirements are called Tenant Satisfaction Measures (TSMs).
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.
There are 22 measures, 12 of these measures come directly from one of our customer feedback surveys, these can be found in the Tenant Perception Measures section below. 10 measures come from information we hold in our systems on our operational activity and relate to complaints, anti-social behaviour (ASB), decent homes standard (DHS) and repairs, and building safety.
Find out more about our customer feedback survey which is how we measure our performance against these tenant perception measures. You can also read the methodology statement from our Research partner, IFF.
You can find out more about the Tenant Satisfaction Measures in the Technical Requirements guidance document from the Regulator of Social Housing
IFF Research have asked for opinions on the services that we provide. You can download all the questions that were asked during the survey.
Tenant Perception Measures
TP01
Taking everything into account, how satisfied or dissatisfied are you with the service provided by Incommunities?
72.1%
TP02
How satisfied or dissatisfied are you with the overall repairs service from Incommunities over the last 12 months? (LCRA)
80.1%
TP03
How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it? (LCRA)
73.3%
TP04
How satisfied or dissatisfied are you that Incommunities provides a home that is well maintained? (LCRA)
71.1%
TP05
Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Incommunities provides a home that is safe? (LCRA)
76.2%
TP06
How satisfied or dissatisfied are you that Incommunities listens to your views and acts upon them? (LCRA)
60.7%
TP07
How satisfied or dissatisfied are you that Incommunities keeps you informed about things that matter to you? (LCRA)
73.1%
TP08
To what extent do you agree or disagree with the following: Incommunities treats me fairly and with respect? (LCRA)
76.8%
TP09
How satisfied or dissatisfied are you with Incommunities approach to complaints handling? (LCRA)
38.9%
TP10
How satisfied or dissatisfied are you that Incommunities keeps these communal areas clean and well maintained? (LCRA)
64.6%
TP11
How satisfied or dissatisfied are you that Incommunities makes a positive contribution to your neighbourhood? (LCRA)
58.9%
TP12
How satisfied or dissatisfied are you with Incommunities approach to handling anti-social behaviour? (LCRA)
55.2%
Complaints
CH01 (1)
Stage 1 complaints relative to the size of the landlord (LCRA)
110.8
CH01 (2)
Stage 2 complaints relative to the size of the landlord (LCRA)
20.3
CH02 (1)
Stage 1 complaints responded to within complaint handling code timescales (LCRA)
100.0
CH02 (2)
Stage 2 complaints responded to within complaint handling code timescales (LCRA)
99.8
Anti-social behaviour (ASB)
NM01 (1)
Anti-social behaviour cases relative to the size of the landlord (LCRA & LCHO)
23.3
NM01 (2)
Hate crime anti-social behaviour cases relative to the size of the landlord (LCRA& LCHO)
0.7
Decent homes standard (DHS) and repairs
Emergencies are responded to in 24 hours, non-emergencies are 20 working days for routine repairs and 40 working days for major repairs.
RP01
How satisfied or dissatisfied are you that Incommunities provides a home that is well maintained?
0.0%
RP02 (1)
How satisfied or dissatisfied are you that Incommunities provides a home that is well maintained?
92.6%
RP02 (2)
Thinking about the condition of your property, how satisfied or dissatisfied are you that your home is safe?
95.0%
Building Safety
BS01
Gas safety checks (CRA & LCHO)
99.9%
BS02
Fire safety checks (LCRA& LCHO)
100.0%
BS03
Asbestos safety checks (LCRA & LCHO)
100.0%
BS04
Water safety checks (LCRA & LCHO)
100.0%
BS05
Lift safety checks (LCRA)
100.0%
