Tenant Satisfaction Measures (TSMs)

The Tenant Satisfaction Measures (TSMs) were introduced by the Regulator of Social Housing in 2023. They help assess how well landlords are doing in terms of providing good quality homes and services.

The measures cover five themes. 12 are covered in the Customer Satisfaction Surveys we complete with you through our partners Acuity, and the others come from information we hold on our systems based on our operational activity.

These measures are designed to drive up standards and improve the quality of social housing. They enable better transparency on how we are doing and help make housing providers more accountable for the services we deliver.

Each year we will report on the measures. The results for 2023/24 can be found below. This and other feedback we receive from you helps us to understand how we are performing and highlights areas we need to improve. A more detailed report will follow in the summer with further information published in our annual report and newsletters throughout the year.

How did we perform in 2023-24?

64.5% of residents are satisfied with the overall service from their landlord, ccha.

67.1% satisfied with the overall repairs service.

62.1% satisfied with the time taken to complete your most recent repair.

67.8% satisfied that your home is well maintained.

100.0% of homes meet the Decent Homes Standard.

99.0% of emergency repairs were completed within target timescales.

86.0% of non-emergency repairs were completed within target timescales.

72.9% satisfied that your home is safe.

100.0% Gas safety checks completed.

100.0% Fire safety checks completed.

90.7% Asbestos safety checks completed.

100.0% Water safety checks completed.

100.0% Communal passenger lift safety checks completed.

63.3% satisfied that we listen to your views and acts upon them.

75.4% satisfied that we keep you informed about things that matter to you.

80.1% agree that we treat you fairly and with respect.

36.6% satisfied with our approach to complaints handling.

56.1 number of Stage 1 complaints relative to the size of the landlord (per 1000 homes)

11.5 number of Stage 2 complaints relative to the size of the landlord (per 1000 homes)

82.1% of Stage 1 Complaints were responded to within Complain Handling Code timescales

100.0% of Stage 2 Complaints were responded to within Complain Handling Code timescales

75.5% satisfied that we keep communal areas clean and well maintained.

71.1% satisfied that we make a positive contribution to the neighbourhood.

63.6% satisfied with our approach to handling anti-social behaviour.

4.4 – Number of Anti-social behaviour cases relative to the size of the landlord (per 1000 homes).

0.6 – Number of Anti-social behaviour cases involving hate crimes relative to the size of the landlord (per 1000 homes).

We recognise that the above measures only reflect feedback from residents who rent from us. We share more information on overall resident satisfaction on our otherĀ performance page, which includes feedback from our homeowners and leaseholders.

Your opinion is important to us.

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