What are the measures?
There are 22 Tenant Satisfaction Measures (TSMs) that show how well landlords are looking after their residents. They cover six key areas:
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Overall satisfaction
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Repairs and maintenance
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Building safety
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Neighbourhood management
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Complaints handling
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Respectful, helpful engagement
Ten of these measures come from the services we provide, like how quickly we fix repairs and keep homes safe. The other twelve are based on tenant feedback, gathered through surveys. Management services are provided by Karbon Homes.
Every social landlord in England must publish their results, so residents can easily see how their landlord compares and whether standards are being met. The Regulator of Social Housing also shares national reports – the latest, published in November 2024, looks at results from 2023/24.
For more details, visit the Regulator of Social Housing website.
32% of Keelman tenants and leaseholders took part in the survey. 10 participants won a £50 gift voucher for taking part.
Results will show either an increase or a decrease from 2023.
Tenant Measures
69.8% – TP01 Overall Satisfaction (58.7% in 2023)
65.7% – TP02 Satisfaction with repairs (75.5% in 2023)
61.4% – TP03 Satisfaction with time taken to complete most recent repair (67.9% in 2023)
67.7% – TP04 Satisfaction that the home is well maintained (52.4% in 2023)
70.8% – TP05 Satisfaction that the home is safe (58.7% in 2023)
65.6% – TP06 Satisfaction that the landlord listens to tenant views and acts upon them (50.8% in 2023)
58.6% – TP07 Satisfaction that the landlord keeps tenants informed about things that matter to them (50.8% in 2023)
70% – TP08 Agreement that the landlord treats tenants fairly and with respect (66.7% in 2023)
39.1% – TP09 Satisfaction with the landlord’s approach to handling complaints (27% in 2023)
85.7% – TP10 Satisfaction that the landlord keeps communal areas clean and well maintained (42.9% in 2023)
60% – TP11 Satisfaction that the landlord makes a positive contribution to neighbourhoods (41.3% in 2023)
52.1% – TP12 Satisfaction with the landlord’s approach to handling anti-social behaviour (55.8% in 2023)
Management Measures
110.7 – CH01: Number of stage one complaints received (25.97 in 2023)
9.8 – CH01: Number of stage two complaints received (6.49 in 2023)
100% – CH02: Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales (Same as 2023)
100% – CH02: Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales (Same as 2023)
1.1% – RP01: Proportion of homes that do not meet the Decent Homes Standard (0% in 2023)
71.1% – RP02: Proportion of non-emergency responsive repairs completed within the landlord’s target timescale (76% in 2023)
99.6% – RP02: Proportion of emergency responsive repairs completed within the landlord’s target timescale (85% in 2023)
11 – NM01: Number of anti-social behaviour cases opened (58.44 in 2023)
0 – NM01: Number of anti-social behaviour cases that involve hate incidents opened (Same as 2023)
100% – BS01: Proportion of homes for which all required gas safety checks have been carried out (Same as 2023)
100% – BS02: Proportion of homes for which all required fire risk assessments have been carried out (Same as 2023)
100% – BS03: Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out (Same as 2023)
N/A – BS04: Proportion of homes for which all required legionella risk assessments have been carried out (Same as 2023)
N/A – BS05: Proportion of homes for which all required communal passenger lift safety checks have been carried out (Same as 2023)
We’ll continue to survey our customers for TSMs and there will be a follow up article with further analysis and feedback.
