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 ask for opinions on the services that we provide. You can download all the questions that were asked during the survey.

Tenant Perception Measures

Taking everything into account, how satisfied or dissatisfied are you with the service provided by Incommunities? (LCRA) 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) To what extent do you agree or disagree with the following Incommunities treats me fairly and with respect? (LCRA)

Complaints

CH01.1 Stage 1 complaints relative to the size of the landlord (LCRA) CH01.2 Stage 2 complaints relative to the size of the landlord (LCRA) CH02.1 Stage 1 complaints responded to within complaint handling code timescales (LCRA) CH02.2 Stage 2 complaints responded to within complaint handling code timescales (LCRA)

Anti-social behaviour

NM01.1 Anti-social behaviour cases relative to the size of the landlord (LCRA & LCHO) NM01.2 Hate crime anti-social behaviour cases relative to the size of the landlord (LCRA & LCHO) |

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 Homes that do not meet the Decent homes standard (LCRA) RP02.1 Non-emergency repairs completed within target timescales (LCRA) RP02.2 Emergency repairs completed within target timescales (LCRA)

Building safety

BS01 Gas safety checks (CRA & LCHO) BS02 Fire safety checks (LCRA & LCHO) BS03 Asbestos safety checks (LCRA & LCHO) BS04 Water safety checks (LCRA & LCHO) BS05 Lift safety checks (LCRA)