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Tenant Satisfaction Measures

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Tenant Satisfaction Measures

Tenant Satisfaction Measures have been introduced by the Regulator of Social Housing, to assess how well housing providers are doing at providing good quality homes and services to residents.

Tenant satisfaction results 2023/2024

All social housing landlords must carry out an annual satisfaction survey to comply with regulatory requirements introduced in April 2023. The survey results and performance data relate to the period 1 April 2023 to 31 March 2024. 

We spoke to over 1500 residents to find out how satisfied they were with their home, and the range of services we provide to them as their landlord. This provided us with lots of information about what residents really value, and where we need to do better.  

We conducted the surveys through a range of collection methods, which included telephone, face-to-face, postal, SMS and Internet. Here’s what residents told us:  

Overall satisfaction

This is the percentage of residents who reported that they were satisfied with the overall service provided by Manchester City Council.

68%

Overall satisfaction

Keeping Properties in Good Repair

These results relate to the services we provide in residents home and include performance data as well as resident satisfaction data. We conducted the surveys through a range of collection methods, which included telephone, face-to-face, postal, SMS and Internet. Here’s what residents told us:

61%

Satisfied with repairs

58%

Satisfied with time taken to complete most recent repair

75%

of non-Emergency Repairs were completed within target timescale

99%

of Emergency Repairs were completed within target timescale

12%

Homes that do not meet the Decent Homes Standard

67%

Satisfied the home is well maintained

Maintaining Building Safety

These results relate to the safety aspect of the home and building. The performance data is collected by the landlord and there is also satisfaction rate on how safe residents feel the home we provide is.

74%

Provide a home that is safe

99%

Gas safety checks completed

100%

Fire safety checks completed

100%

Asbestos safety checks completed

100%

Water safety checks completed

98%

Lift safety checks completed

Respectful and helpful engagement

These questions relate to our ‘Customer Services’ offer, and how satisfied residents are with the services they receive from us.

64%

Satisfied we listen to tenant views and act upon them

69%

Satisfied we keep tenants informed about things that matter to them

79%

Agree that we treat tenants fairly and with respect

Effective complaint Handling

These results relate to our complaint handling process. The performance data is collected by the landlord and resident satisfaction on complaint handling.

32%

Satisfied with our approach to handling complaints

25

Number of stage 1 complaints per 1,000 homes

59%

Stage 1 complaints responded to within Complaint Handling Code timescales

5

Number of Stage 2 complaints per 1,000 homes

70%

Stage 2 complaints responded to within Complaint Handling Code timescales

Responsible Neighbourhood Management

These questions relate to the services we provide in our Neighbourhoods and Communities, measured by performance data and satisfaction obtained from residents.

67%

Satisfied we make a positive contribution to neighbourhoods

64%

Satisfied with our approach to handling anti-social behaviour

17

Anti-social behaviour cases relative to the size of the landlord

73%

Satisfied we keep communal areas clean and well maintained

0.1

Anti-social behaviour cases involving hate crime relative to size of landlord

What are Tenant Satisfaction Measures?

Originally implemented on the 1st of April 2023, Tenant Satisfaction Measures (TSM’s) aim to improve the lives of social housing tenants — making sure they are listened to, able to live in safe homes in good repair and their complaints are well handled. 

TSM’s were introduced to make landlords’ performance more visible to tenants, and to help tenants hold their landlords to account. It allows complete transparency and enables tenants to compare landlords.  

There are 22 tenant satisfaction measures in total, covering five themes;  

  • Keeping properties in good repair 
  • Maintaining building safety 
  • Respectful and helpful engagement 
  • Effective handling of complaints  
  • Responsible neighbourhood management 

Ten of the measures are collected by landlords through their performance monitoring data. The other 12 measures are ‘perception based’ which are carried out through ‘tenant perception surveys’ with residents. 

There is very clear guidance from the Regulator of Social Housing about how these surveys are completed, and all landlords must adhere to these requirements1. As a Social Housing landlord, Manchester City Council has to complete an annual return which confirms their compliance with this requirement.  

How we collected the data

A total of 1503 surveys were undertaken between Sept 2023 – March 2024.  The surveys were carried out across Council owned homes managed in-house and homes managed by a management company.

To ensure as many residents as possible could participate, we used a variety of methods to collect this information. This included: telephone calls, face-to-face sessions, postal options, SMS and email / online options.

How do we use this information?

TSM’s were introduced to give Landlord’s a clear insight of how their tenants believe they are performing, so they can focus on what needs to be improved to increase satisfaction and deliver a better tenant experience overall. We will use the information to improve services across a range of areas. 

What our residents told us:  

  • Our Repairs Service needs to improve – delays getting work done, poor quality repairs and poor/lacking communication were all common themes. 
  • Investment works are needed – Residents told us their kitchens and/or bathrooms were overdue refurbishment, the condition of homes was a concern for some residents.  
  • Our Complaints processes need to improve – delays receiving a response, failed promises and a lack of ownership to resolve issues were all key themes.  
  • Our Neighbourhoods need attention – worries about ASB, fly-tipping and unkempt neighbourhoods were common issues raised, and residents told us they want access to a dedicated Neighbourhood Officer.  

Here are just some of the ways we are responding to those concerns:  

  • We have developed our ‘Service Plan’ for 2024/25 which focuses on getting the basics right, preventing problems down the line and tackles complex problems at the source.  
  • Our number one priority is the delivery of a high-quality repairs service for our residents, through effective contract management of our repairs partner. This includes a commitment to improve Customer Service and communication with residents.  
  • Stock condition surveys are well underway across all of our homes and this will enable us to develop an achievable investment strategy, to bring all homes up to a decent standard over time.  
  • A full review of the Complaints process has been undertaken and a number of improvements have been made, to ensure we offer residents a really good service if they need to complain. This has included creating dedicated ‘complaints officer’ roles, working with our Resident Voice groups to learn from their experiences and delivering a range of training for staff who handle complaints.  
  • A dedicated ‘clean and green’ team is being launched, whose aim it is to improve the standard of cleanliness and grounds across our estate​s. This service was fully designed around Resident feedback!  

If you want to be involved in our Resident Voice groups, you can find out more information here 

 

Manchester City Council is my landlord, but my home is looked after by a different managing agent.

Although much of our Social Housing stock is owned and managed by the Council directly, some properties are managed by different providers. To see how your dedicated management agent is performing, you can view their dedicated TSM performance data here:  

Grove Village (YHG)

Miles Platting (Jigsaw)

Shout (TMO)

Avro Hollows (TMO)

Brunswick S4B

It is a technical requirement to combine all performance data into a single ‘parent’ figure, which is what is reported to the Regulator and published on this page.