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Annual customer perception survey results 2023-24
The results below cover the period April 2023 - March 2024.
The table shows how we performed throughout the year:
| Tenant Perception Measures (TSMs) | Rental properties | Low cost home ownership properties |
|---|---|---|
| Proportion of respondents who report that they are satisfied with the overall service from their landlord | 77.3% | 64.7% |
| Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service | 79.6% | Not applicable to low cost home ownership properties |
| Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair | 72.5% | Not applicable to low cost home ownership properties |
| Proportion of respondents who report that they are satisfied that their home is well maintained | 78.0% | Not applicable to low cost home ownership properties |
| Proportion of respondents who report that they are satisfied that their home is safe | 82.7% | 81.8% |
| Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them | 67.3% | 57.3% |
| Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them | 72.9% | 65.8% |
| Proportion of respondents who report that they agree their landlord treats them fairly and with respect | 80.6% | 70.7% |
| Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling | 35.1% | 21.0% |
| Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained | 72.8% | 58.0% |
| Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood | 66.9% | 54.3% |
| Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour | 62.3% | 50.8% |
