The Regulator of Social Housing (RSH) has set a number of Tenant Satisfaction Measures (TSMs), which we must report on each year.
These are a set of measures that help:
- Enable tenants to understand and assess how well their landlord is performing.
- Provide us with invaluable insights and feedback, so we can take action and improve our services.
- RSH to monitor and evaluate our performance.
Tenant perception survey
How was the survey carried out?
The latest survey was carried out by an independent research company Acuity in October 2024.
Most surveys were conducted over the phone, with 38 being completed online. We choose telephone surveys as this is the method used by the most housing associations, allowing us to easily compare our performance against others.
In total 512 households took part in the survey, including renting their homes from us and 202 shared owners.
Who took part?
The results were categorised based on the type of tenancy:
- Low-Cost Rental Accommodation (LCRA): tenants who fully rent their home from us.
- Low-Cost Home Ownership (LCHO): shared ownership tenants who own part of their home and pay rent on the remaining share.
Understanding the scores
The scores below represent the percentage of respondents who said that they were either ‘satisfied’ or ‘very satisfied’ with various aspects of our service.
2024 results
| TSM | LCRA respondents satisfied | LCHO respondents satisfied |
|---|---|---|
| Overall satisfaction | 78% | 67% |
| Satisfaction with repairs | 80% | Not asked |
| Satisfaction with the time taken to complete the most recent repair | 72% | Not asked |
| Satisfaction that your home is well maintained | 80% | Not asked |
| Satisfaction that your home is safe | 87% | 82% |
| Satisfaction that we listen to your views and act upon them | 69% | 51% |
| Satisfaction that we keep you informed about things that matter to you | 81% | 78% |
| Agreement that we treat you fairly and with respect | 85% | 76% |
| Satisfaction that we are easy to deal with | 79% | 67% |
| Satisfaction with our approach to handling complaints | 42% | 35% |
| Satisfaction that we keep communal areas clean and well maintained | 77% | 71% |
| Satisfaction that we make a positive contribution to neighbourhoods | 72% | 66% |
| Satisfaction with our approach to handling anti-social behaviour | 60% | 63% |
Key insights
This year’s survey shows an increase in tenant satisfaction compared with 2023. While it is encouraging to see that satisfaction has increased, it is clear from this survey and ongoing feedback from residents that there is more we need to do to improve. Addressing these areas will be our focus over the next 12 months.
More information
For detailed information about the survey results, methodology and representativeness of the responses, you can view the full reports produced by Acuity:
- LCRA tenant perception survey report (PDF)
- LCHO shared ownership tenant perception survey report (PDF)
You can also compare this year's results with the 2023 tenant perception survey (PDF).
Indicators monitored by us
The table below shows performance for the 14 indicators monitored by us through our internal management systems, as of March 2024.
These cover a range of safety compliance areas, such as whether or not homes have had their annual Gas Safety Check. It also looks at repairs, performance, complaints, and concerns about anti-social behaviour. Overall, we are performing well against these 14 indicators.
| TSM | Result |
|---|---|
| Percentage of homes that do not meet the Decent Homes Standard | 3.98% |
| Percentage of non-emergency repairs completed within target timescale | 89.7% |
| Percentage of emergency repairs completed within target timescale | 98.2% |
| Percentage of homes that have had all the necessary gas safety checks | 100% |
| Percentage of homes in buildings that have had all the necessary fire safety checks | 100% |
| Percentage of homes in buildings that have had all the necessary asbestos safety checks | 100% |
| Percentage of homes that have had all the necessary water safety checks | 100% |
| Percentage of homes in buildings where the communal passenger lifts have had all the necessary safety checks | 100% |
| Number of complaints relative to the size of the landlord (per 1,000 homes) - Stage 1 | 30.3 |
| Number of complaints relative to the size of the landlord (per 1,000 homes) - Stage 2 | 5.6 |
| Percentage of complaints responded to within Complaints Handling Code timescales - Stage 1 | 79.6% |
| Percentage of complaints responded to within Complaints Handling Code timescales - Stage 2 | 66.7% |
| Number of anti-social behaviour cases opened per 1,000 homes | 10.15 |
| Number of anti-social behaviour cases involving hate crime opened per 1,000 homes | 0 |
Help us improve our services
If you are interested in helping us to improve our services for you and your neighbours, please contact Lara Winters, Resident Involvement Officer at lara.winters@jrht.org.uk or 07976 971394.