Tenant Satisfaction Measures (TSMs)
The Tenant Satisfaction Measures (TSMs) have been introduced by the Regulator of Social Housing to assess how well landlords are doing in providing good quality homes and services.
The measures focus on five key themes:
Keeping properties in good repair;
Maintaining building safety;
Respectful and helpful engagement;
Effective handling of complaints;
Responsible neighbourhood management
These measures are designed to drive up standards and improve the quality of social housing by ensuring housing providers are accountable for the services delivered to customers. They’re collected in two ways - using a satisfaction survey of Prima Group customers and then from management information that the landlord collects as part of delivering their services.
72.4%
Overall Satisfaction
TP01
The proportion of respondents who reported that they were satisfied with the overall service from their landlord.
Question - Taking everything into account, how satisfied or dissatisfied are you with the overall service provided by Prima?
Keeping Properties in Good Repair
74.7%
The proportion of respondents who have received a repair in the last 12 months who reported that they are satisfied with the overall repairs service.
TP02 Question - How satisfied or dissatisfied are you with the overall repairs service from Prima over the last 12 months?
74.4%
The 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.
TP03 Question - How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it?
69.7%
The proportion of respondents who report that they are satisfied that their home is well-maintained.
TP04 Question - How satisfied or dissatisfied are you that Prima provides a home that is well maintained?
RP01 - Proportion of homes that do not meet the Decent Homes Standard - 0%
RP02 (1) - Proportion of non-emergency responsive repairs completed within the landlords target timescale - 83.4%
RP02 (2) - Proportion of emergency repairs completed within the landlords target time- 94%
Maintaining Building Safety
72.9%
The proportion of respondents who report that they are satisfied that their home is safe.
TP05 Question - Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Prima provides a home that is safe?
BS01 - Gas safety checks completed - Proportion of homes for which all required gas safety checks have been carried out - 99.9%
BS02 - Fire safety risk assessments completed - Proportion of homes for which all required fire risk assessments have been carried out - 100%
BS03 - Asbestos safety checks completed - Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out - 100%
BS04 - Water safety checks completed (legionella) - Proportion of homes for which all required legionella risk assessments have been carried out - 100%
BS05 - Lift safety checks completed -Proportion of homes for which all required communal passenger lift safety checks have been carried out - 100%
Respectful & Helpful Engagement
60.6%
The proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them.
TP06 Question - How satisfied or dissatisfied are you that Prima listens to your views and acts upon them?
67.8%
The proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them.
TP07 Question - How satisfied or dissatisfied are you that Prima keeps you informed about things that matter to you?
76%
The proportion of respondents who report that they agree their landlord treats them fairly and with respect.
TP08 Question - To what extent do you agree or disagree with the following statement? “Prima treats me fairly and with respect.”
Effective Handling of Complaints
36.8%
The proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling.
TP09 Question - How satisfied or dissatisfied are you with Prima’s approach to complaints handling?
CH01 (1) - Number of stage one complaints relative to the size of the landlord - 23.3 complaints received for every 1,000 homes we manage
CH01 (2) - Number of stage two complaints relative to the size of the landlord - 4.6 complaints received for every 1,000 homes we manage
CH02 (1) - Proportion of stage one complaints responded to within Complaint Handling Code timescales - 96.6%
CH02 (2) - Proportion of Stage two complaints responded to within Complaint Handling Code timescales - 100%
Responsible Neighbourhood Management
64.3%
The proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well-maintained.
TP10 Question - How satisfied or dissatisfied are you that Prima keeps communal areas clean and well-maintained?
60%
The proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood.
TP11 Question - How satisfied or dissatisfied are you that Prima makes a positive contribution to your neighbourhood?
53.8%
The proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour.
TP12 Question - How satisfied or dissatisfied are you with Prima’s approach to anti-social behaviour?
NM01 (1) - Number of anti-social behaviour cases opened per 1,000 homes (ASB) - 27.2
NM01 (2) - Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes - 1.5
You can find details of our approach to collecting the TSM measures here: TSM approach 2023/24
How to Complete the Survey
We’re asking customers to complete the TSM survey online, and we are taking a ‘census’ approach, so a tenant from every home will have the opportunity to give us their views.
We already use a system called CX Feedback to carry out customer satisfaction surveys and to gather customer feedback. This works by sending a text message to customers asking them to complete the survey online. As customers are already familiar with using this method, we are also using this same method to collect your feedback on the TSM survey questions.
Tenants will receive a text link (or an email link) to the survey and be asked to complete the survey online, using our simple satisfaction survey tool. Where this is not possible, customers can call us and we can complete this with you over the phone. For our customers who live in supported accommodation, their support worker will give them the opportunity to complete the survey with their support.
We will be asking tenants to complete the survey throughout the year, usually linked to the anniversary of when your tenancy started. We will check how many responses we have received and that they represent our wide range of customers, ensuring they are from different age groups, locations, property types and ethnicities, for example. You can find an example of the survey here: TSM Survey
Any customer who completes any survey for us, including the Tenant Satisfaction Measure survey, is entered automatically into our monthly draw for a £50 shopping voucher.