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Tenant Satisfaction Measures (TSMs)
What are Tenant Satisfaction Measures
Collecting and reporting on Tenant Satisfaction Measures (TSMs) is a regulatory requirement. TSMs include information about how we are performing and what our tenants feel about the homes and services we provide.
This information is intended to help our tenants to review our performance as a landlord and hold us to account. We will also use the TSMs information to continuously develop and improve our services.
Along with all other registered social housing landlords, we must:
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Collect performance data in line with the Tenant Satisfaction Measures from April 1, 2023.
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Annually submit performance results against the Tenant Satisfaction Measures to the Regulator of Social Housing, from June 2024.
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Annually publish our performance against specified Tenant Satisfaction Measures, from September 2024.
HWLincs, a charity specialising in engagement, research and evaluation, will undertake the next three years’ annual TSMs surveys with our tenants.
The survey is a general satisfaction survey (perception survey) asking tenants what they think about their home and the services we provide.
About HWLincs
HWLincs works to provide invaluable insights and recommendations that drive positive change and impact in health, social care and wellbeing. It works with charities, businesses, non-profit organisations, the NHS, government departments and more, to deliver contracts and projects in wellbeing and social change.
Who will be contacted
HWLincs will randomly select a sample of tenants to participate in a telephone interview. The survey should take approximately 10 minutes to complete.
When and how you may be contacted
You may be contacted by HWLincs survey team by telephone, the number will be 01205 820892. Calls will only be made between 8am and 8pm, Monday to Friday and between 10am and 6pm on Saturdays.
We may also contact you by email, please look out for an email from invitation@online1.snapsurveys.com, or if requested, a paper survey can be sent to your home address.
Data protection and security information
The survey is strictly confidential. All surveys provided to the council are anonymous.
All the calls may be recorded for training and quality purposes.
HWLincs is registered with the Information Commissioner’s Office, and in line with the Data Protection Act is not permitted to release any details to any other organisation.
Contact information
If you have any questions about the TSM survey or would like a paper/email copy, contact the Tenant Engagement and Regulatory Compliance Lead at involvement@melton.gov.uk or contact HWLincs via 01205 820892 / enquiries@hwlincs.co.uk
Keeping properties in good repair
- 96% of our properties meet decent homes standard
- 67% Satisfied that homes are well maintained
- 74% Satisfied that communal areas are clean, safe and well maintained
- 72% satisfied with repairs service
- 93% Non emergency repairs completed in time
- 100% Emergency repairs completed in time
- 67% Satisficed with time taken to complete most recent repair
Safety in our properties
- 79% Satisfied that the home is safe
- 100% of flats have a current fire risk assessment
- 99% of stock have a valid gas safety check
- 100% of lift safety checks have been completed
- 91% of asbestos checks have been completed
- 100% of flats have a current water hygiene certificate
Respectful and helpful engagement
- 28% Satisfied with our handling of complaints
- 42 Stage one complaints received (per 1000 homes)
- 5 Stage two complaints received (per 1000 homes)
- 88% Stage one complaints handled within the Housing Ombudsman’s timescales
- 100% Stage two complaints handled within the Housing Ombudsman’s timescales
- 63% Overall satisfaction with the services we provide to you
- 62% Satisfied that we keep you informed
- 73% agree that we treat you fairly and with respect
- 54% Satisfied that we listen to your views and act upon them
Responsible neighbourhood management
- 64% Satisfied that we make positive contributions to your neighbourhoods
- 59 Anti-social behaviour cases (per 1,000 homes)
- 47% Satisfied with how we handle anti-social behaviour cases.
Results for this year will be shared in June 2025.
Find out more
You can find out more about Tenant Satisfaction Measures on the government website.
If you have any further queries about the Tenants Satisfaction Measures you can contact the Tenant Engagement and Regulatory Compliance Lead at involvement@melton.gov.uk who will consider and coordinate a response to your query.
We will also discuss our performance with our ‘Your Voice, Your Choice’ tenants' group and we encourage you to get involved. If you are interested please contact involvement@melton.gov.uk or look on our tenant voice and engagement webpages.
