Tenant Satisfaction Measures (TSMs) - Lincolnshire Housing Partnership

Tenant Satisfaction Measures

What are TSM’s?

TSMs are performance measures that all housing associations must report upon in a bid to drive up standards for customers and give them a better understanding of how we are performing as a landlord. The measures will give you, our customers, improved visibility and ability to hold us to account when things don’t go right. Each landlord is required to publish their results, starting in Summer 2024, to give customers the opportunity to compare their landlord with others in the same sector.

There are 22 satisfaction measures in total, and they are split into 2 parts. 10 performance measures, that we will collect through management performance information and 12 customer perception survey measures that will have to be collected through surveying our customers directly. You can find more details of the TSM’s and why they have been introduced on the gov.uk website here.

The TSMs cover the following key areas:

Why is this happening now?

In 2020, the government published the charter for social housing residents: social housing white paper, which sets out ways to improve things for people living in social housing.

One of those improvement measures is bringing in a set of tenant satisfaction measures.

These measures will:

  • let customers see how well their landlord is doing
  • gives the government and the Regulator an idea of which landlords might need to improve things.

When will this start?

From April 2023 all housing providers must start to collect data around the 22 satisfaction measures.  We will do this by surveying our customers and from Summer 2024, this information must be reported to the Regulator for Social Housing to be made public.

Our survey partners, Acuity, will contact customers to collect feedback and will report this data to us on a quarterly basis, along with some additional questions which will give us more insight into your experience of our services.  This will then give us a clear picture of areas we need to work on, to improve your experience with us.

Just 10 minutes of your time will make a real difference to our services by providing us with the honest feedback we need to make improvements. Some of you may already be familiar with Acuity, because they already work on our behalf to complete surveys when you have an interaction with us including – repairs, anti-social behaviour, complaints and when you move home.  The TSM surveys are different, and not related to any recent involvement you have had with us, but on your overall perception of how we’re doing as your landlord.

Calls from Acuity are genuine and calls will only come from this telephone number: 01273 093939

If you’d like to find out more about Acuity, you can read out page to learn more about Acuity or you can visit their website.

Our latest results (for the period April - September 2023)

MeasureProportion of customers who report that they are satisfied
How satisfied are you with the service provided by LHP?83%
How satisfied are you with the overall repairs service from LHP over the last 12 months?85%
How satisfied are you with the time taken to complete your most recent repair after you reported it?80%
How satisfied are you that LHP provides a home that is well maintained?82%
Thinking about the condition of the property or building you live in, how satisfied are you that LHP provides a home that is safe?86%
How satisfied are you that LHP listens to your views and acts upon them?74%
How satisfied are you that LHP keeps you informed about things that matter to you?84%
To what extent do you agree with the following: "LHP treats me fairly and with respect"?88%
How satisfied are you with LHP's approach to complaints handling?40%
How satisfied are you that LHP keeps these communal areas clean and well maintained?68%
How satisfied are you that LHP makes a positive contribution to your neighbourhood?74%
How satisfied are you with LHP's approach to handling antisocial behaviour?71%

Customer First

One of our core values is “Customer First”.  This means we put customers at the heart of our decision making and develop homes and services which are built around your needs. We have an established Customer Scrutiny Panel and many other ways to get involved and make recommendations as to how LHP can improve services.  We put customers at the heart of our decision making and ensure we listen, act and learn, a core value to us at LHP

We also regularly seek feedback on the delivery of our services to you through survey, and by April 2027 we aim to have gained top quartile customer satisfaction.