Tenant satisfaction measures
In April 2023, the Regulatory of Social Housing bought in a new requirement that all social landlords across the country must undertake an annual tenants’ satisfaction survey.
Autumn 2023
We undertook our first annual survey of council tenants in Leicester in the Autumn of 2023 and the result of this were:
|
Satisfaction measure |
% satisfaction |
|
Proportion of respondents who report that they are satisfied with the overall service from their landlord. |
51.2 % |
|
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service. |
61.1 % |
|
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. |
61.0 % |
|
Proportion of respondents who report that they are satisfied that their home is well maintained. |
51.9 % |
|
Proportion of respondents who report that they are satisfied that their home is safe. |
56.8 % |
|
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. |
40.2 % |
|
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. |
46.8 % |
|
Proportion of respondents who report that they agree their landlord treats them fairly and with respect. |
57.4 % |
|
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling. |
26.3 % |
|
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. |
48.7 % |
|
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. |
41.4 % |
|
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour. |
39.2 % |
Key performance information 2023-2024
From April 2024, all social landlords must also report key performance information to the Regulator of Social Housing. Our performance against these key indicators for 2023-2024 was:
|
Performance indicator |
Results |
|
Proportion of homes for which all required gas safety checks have been carried out.
|
99.8% |
|
Proportion of homes for which all required fire risk assessments have been carried out.
|
99.5% |
|
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.
|
89% |
|
Proportion of homes for which all required legionella risk assessments have been carried out.
|
95.6% |
|
Proportion of homes for which all required communal passenger lift safety checks have been carried out.
|
100% |
|
Number of anti-social behaviour cases, opened per 1,000 homes.
|
76.6% |
|
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes.
|
2.1% |
|
Proportion of homes that do not meet the Decent Homes Standard.
|
0.5% |
|
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale.
|
75.6% |
|
Proportion of emergency responsive repairs completed within the landlord’s target timescale.
|
92.8% |
|
Number of stage one complaints received per 1,000 homes.
|
35.3% |
|
Number of stage two complaints received per 1,000 homes.
|
5.9% |