Tenant satisfaction measures results 2023/24

North Kesteven District Council, as a social housing landlord, present the 2023/24 Tenant Satisfaction Measures (TSM) Survey results.

The TSM’s cover 12 satisfaction measures, which are collected through a survey which we sent out  as a postal survey to all our tenants in February 2024. They also cover the 10 management information measures, which is data collected internally. All of these results get reported to the Regulator of Social Housing annually.

The TSM survey focuses on tenant satisfaction and helps us gather feedback regarding their homes, communal spaces and the Housing Service we provide and allows for effective scrutiny  This year we received 977 valid responses, which is a response rate of 26%.

North Kesteven District Council commissioned Acuity, a marked research company, to carry out the survey on our behalf.

Survey results

72.1% - Overall Satisfaction with the Housing Service

67.6% - Satisfaction with repairs

63.9% - Satisfaction with time taken to complete repairs

57.1% - Satisfaction that the landlord listens to tenants views and acts upon them

61.7% - Satisfaction that communal areas are kept clean and well maintained

65.9% - Satisfaction that the landlord keeps tenants informed

73.6% - Agreement that the landlord treats tenants fairly and with respect

69.1% - Satisfaction that home is well maintained

29.2% - Satisfaction with complaint handling

71.8% - Satisfaction that the home is safe

56.3% - Satisfaction that the landlord makes a positive contribution to neighbourhood

50.2% - Satisfaction with approach to Anti-Social Behaviour

Management Information survey results

99.3% - Proportion of homes for which all required gas safety checks have been carried out

100% - Proportion of homes for which all required fire risk assessments have been carried out

100% - Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out

100% - Proportion of homes for which all required legionella risk assessments have been carried out

100% - Proportion of homes for which all required communal passenger lift safety checks have been carried out

Anti-social behaviour

7.7 - Number of anti-social behaviour cases, opened per 1,000 homes

0.0 - Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes

Decent Homes Standard and Repairs

1.2 - Proportion of homes that do not meet the Decent Homes Standard

70.0% - Proportion of non-emergency responsive repairs completed within the landlord’s target timescale

97.3% - Proportion of emergency responsive repairs completed within the landlord’s target timescale

Complaints

29.0 - Number of stage one complaints received per 1,000 homes

10.0 - Number of stage two complaints received per 1,000 homes

70.3% - Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales

92.3% - Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales