Tenant Satisfaction Measures and Performance Information

Tenant Satisfaction Measures Survey 2023

Housing Services carried out a general satisfaction survey for housing tenants and leaseholders last year. This has become known as the Tenant Satisfaction Measures (TSM) Perception Survey and will now be undertaken each year. A third of tenants were randomly selected to take part in the survey conducted in late June/July 2023.

The TSM perception survey results provide information around tenants' perceptions of the Council's housing service delivery to support effective scrutiny by tenants of our performance in managing their homes and neighbourhoods. The results are reported to the Regulator of Social Housing as part of their regulatory standards that all Registered Providers of Social Housing (including Local Authorities like Cannock Chase Council) are required to adhere to.

More information on the Regulatory Standards and the Tenant Satisfaction Measures can be found here: Regulatory standards - GOV.UK (www.gov.uk) and ​Transparency, Influence and Accountability (including Tenant Satisfaction Measures) - GOV.UK (www.gov.uk)

A summary of the results is provided in the section below and a video of the TSM results is available here: Cannock Chase Council Tenant Satisfaction Survey 2023

The final detailed report can be accessed below, along with an infographic summarising the findings.

Summary of Findings

Cannock Chase Council commissioned M·E·L Research to survey tenants so that we can see what is going well and what not so well. This is the first survey we have carried out using these questions and the findings will help us to improve the quality of services we deliver to our tenants.  A sample of tenants were invited to take part and 564 took part either online or by post. 

• 76% satisfied with the overall service provided by Cannock Chase Council 

• 76% satisfied with the overall repairs service 

• 72% satisfied with the time taken to complete most recent repair 

• 74% satisfied that the Council provides a home that is well maintained 

• 81% satisfied that Cannock Chase Council provides a home that is safe 

• 76% agree that the Council treats them fairly and with respect 

• 65% satisfied that the Council keeps them informed about things that matter to them 

• 58% satisfied that the Council listens to their views and acts upon them 

• 41% satisfied with Cannock Chase Council's approach to complaints handling 

• 64% satisfied that Cannock Chase Council keeps communal areas clean and well maintained 

• 54% satisfied that Cannock Chase Council makes a positive contribution to their neighbourhood. 

• 53% satisfied with Cannock Chase Council's approach to handling anti-social behaviour. 

Tenant Satisfaction Survey 2023 - Infographic

Tenant Satisfaction Survey 2023


Tenant Satisfaction Measures - Performance Management 2023/24

The TSM management performance measures have been collected and monitored over the last year and at year end are as follows:

Tenant Satisfaction Measures 2023/24

Year End

CH01

Stage one complaints received per 1,000 homes during the reporting year.

7.15

Stage two complaints received per 1,000 homes during the reporting year.

1.39

CH02

Proportion of Stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales (10 days)

83%

Proportion of Stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales (20 days)

86%

NM01

Number of ASB cases opened per 1,000 homes by or on behalf of the registered provider during the reporting year.

9.94

Above, of which involve hate incidents.

0.79

RP01

Proportion of homes that do not meet the Decent Homes Standard  at year end. 

TBC

RP02

% of emergency repairs completed within provider timescales1

100%

% of non-emergency repairs completed within provider timescales2

82%

BS01

Proportion of homes for which all required gas safety checks have been carried out.

100%

BS02

Proportion of homes for which all required fire risk assessments have been carried out.

100%

BS03

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

100%

BS04

Proportion of homes for which all required legionella risk assessments have been carried out.

100%

BS05

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

100%

1 Emergency repairs completed within 24 hours

2 Non emergency repairs: P2 (Urgent Repairs) completed within 3 working days; P3 (Essential Repairs) completed within 5 working days; and P4 (Routine Repairs) completed within 38 working days. See Repairs Handbook for more details. 

Tenants & Leaseholders STAR Survey

Housing Services previously carried out satisfaction surveys every two years, these were known as Satisfaction of Tenants and Residents Survey, or STAR survey.

Please see all the previous results and reports below:

STAR Survey 2017 Report

STAR Survey 2019 Report

Star Survey 2021 Report

Infographic Summary

 

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