Tenant Satisfaction Measures Survey Results 2023/2024
This is the first year of carrying out surveys based on the TSMs. We will use the feedback from the TSMs to continue to drive improvements in our homes and services.
Tenant perception measures
| TP01 | Overall satisfaction | Proportion of respondents who report they are satisfied with the overall service provided by Redwing | >50% |
| TP02 | Satisfaction with repairs | Proportion of respondents who have received a repair in the last 12 months who report they are satisfied with Redwing's overall repairs service | 100% |
| TP03 | Satisfaction with time taken to complete most recent repair | Proportion of respondents who have received a repair in the last 12 months who report they are satisfied with the time taken to complete their most recent repair | 100% |
| TP04 | Proportion of respondents who report that they are satisfied that their home is well maintained | 100% | |
| TP05 | Satisfaction that the home is safe | Proportion of respondents who report they are satisfied that their home is safe | 100% |
| TP06 | Satisfaction that the landlord listens to tenants views and acts upon them | Proportion of respondents who report they were satisfied that their landlord listens to tenant views and acts on them | 50% |
| TP07 | Satisfaction that the landlord keeps tenants informed about things that matter to them | Proportion of respondents who report that they were satisfied that their landlord keeps them informed about things that matter to them | 100% |
| TP08 | Agreement that the landlord treats tenants fairly and with respect | Proportion of respondents who report they agree their landlord treats them fairly and with respect | 100% |
| TP09 | Satisfaction with the landlords approach to handling complaints | Proportion of respondents who report making a complaint in the last 12 months who are satisfied with Redwing's approach to complaints handling | No respondents made a complaint |
| TP10 | Satisfaction that the landlord keeps communal areas clean and well maintained | Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained | N/A |
| TP011 | Satisfaction that the landlord makes a positive contribution to neighbourhoods | Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood | No respondents made a complaint |
| TP012 | Satisfaction with the landlord's approach to handling anti-social behaviour | Proportion of respondents who report they are satisfied with their landlord's approach to handling anti-social behaviour | 100% |
Management information measures
| CH01 | Complaints responded to within Complaint Handling Code timescales | Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales | N/A |
| CH01 | Complaints responded to within Complaint Handling Code timescales | Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales | 0% |
| NM01 | Anti social behaviour cases relative to the size of the landlord | Number of anti-social behaviour behaviour cases of which anti-social behaviour cases that involve hate incidents | None in the reporting year |
| RP01 | Homes that do not meet Decent Homes Standard | Proportion of homes that do not meet the Decent Homes Standard | 0% |
| RP02 | Repairs completed within target timescale | Proportion of non-emergency and emergency responsive repairs completed within target timescale The target timescales used to generate this TSM were four hours for urgent responsive repairs and all completed the same day, and 60 days for routine responsive repairs. Current completion times are 15 days. | Non-emergency repairs: 100% Emergency repairs: 100% |
| BS01 | Gas safety checks | Proportion of homes for which all required gas safety checks have been carried out | 100% |
| BS02 | Fire safety checks | Proportion of homes for which all required fire risk assessments have been carried out | N/A |
| BS03 | Asbestos safety checks | Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out |
N/A |
| BS04 | Water safety checks | Proportion of homes for which all required Legionella risk assessments have been carried out | N/A |
| BS05 | Lift safety checks | Proportion of homes for which all required communal passenger lift safety checks have been carried out | N/A |