Tenant Satisfaction Measures

The Tenant Satisfaction Measures (TSMs) have been introduced by the Regulator of Social Housing in England to assess how well landlords are in providing good quality homes and services.

There are 22 measures. 12 of these measures come directly from our customer feedback survey, 10 come from information we hold in our systems on our operational activity.

The results show our performance for the financial year 2023-2024.

Survey Results

Overall Satisfaction:

85.3%

 

Satisfaction with Repairs:

73.0%

 

Satisfaction with time taken to complete the most recent repair:

69.2%

 

Satisfaction that the home is well maintained:

81.5%

 

Satisfaction that the home is safe:

84.4%

 

Satisfaction that Hellens Residential have addressed any mould / condensation issues in your home:

83.4%

 

Satisfaction that Hellens Residential listens to tenant views and acts upon them:

79.1%

 

Satisfaction that Hellens Residential keeps tenants informed about things that matter to them:

87.2%

 

Agreement that Hellens Residential treats tenants fairly and with respect:

88.6%

 

Satisfaction with Hellens Residential’s approach to handling complaints:

73.9%

 

Satisfaction that Hellens Residential keeps communal areas clean and well maintained:

71.6%

 

Satisfaction that Hellens Residential makes a positive contribution to neighbourhoods:

73.9%

 

Satisfaction with Hellens Residential’s approach to handling anti-social behaviour:

70.5%

 

TSMs Generated from Management Information

Proportion of homes which required gas safety checks have been carried out:

100%

 

Proportion of homes which required fire risk assessments have been carried out:

100%

 

Proportion of homes which required asbestos management surveys or re-inspections have been carried out:

N/A

 

Proportion of homes which required legionella risk assessments have been carried out:

N/A

 

Number of Stage one Complaints received per 1,000 homes (relative):

13

 

Proportion of Stage one Complaints responded to on time:

100%

 

Number of Stage two Complaints received per 1,000 homes (relative):

3

 

Proportion of Stage two Complaints responded to on time:

100%

 

Number of anti-social behaviour cases per 1,000 homes (relative):

13

 

Number of anti-social behaviour cases that involve hate incidents per 1,000 homes (relative):

0

 

Proportion of homes that do not meet the Decent Homes Standard:

0

 

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

72%

 

Proportion of emergency responsive repairs completed within the landlord’s target timescale:

98%

 

Proportion of home for which all required communal passenger lift safety checks have been carried out:

N/A