Tenant Satisfaction Measures Survey 2024/25
Housing Services will shortly be carrying out a general satisfaction survey for tenants and leaseholders during August and September 2024.
It is important to understand how our tenants and leaseholders feel about the services we provide, to be sure we are delivering them in the way and to the standard that you want. This survey will also be used to calculate annual tenant satisfaction measures (for tenants only) which will be published in accordance with regulations set out by the Regulator of Social Housing.
We’ve asked an independent organisation, M·E·L Research, to carry out this survey on our behalf, in line with the Market Research Society Code of Conduct. Anything you tell M·E·L Research will remain completely confidential and will be used for research purposes only. We will not see returned surveys but will receive a report from M·E·L Research on their findings.
The survey will take about 5 minutes to complete. By completing the survey you’ll be eligible to enter a free prize draw to win £100 worth of high street shopping vouchers. On the letter, a personal M·E·L ID will be used to identify you.
The survey will be sent to a random sample of tenants (approximately one third of all tenants), all Independent Living Scheme tenants and all Leaseholders. If you receive one, please fill in as much as you can and return the completed questionnaire in the freepost envelope provided. The information will be very important and useful to us, and can help us shape the services we deliver.
If you wish to discuss any part of the questionnaire, please contact the Service Improvement team on (01543) 462 621 or email
- Tenant Satisfaction Measures 2023/24
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. 0.28%
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: