This satisfaction survey was undertaken as part of the annual Government requirement called the Tenant Satisfaction Measures (TSMs) and focused on how happy you are with the way Broadacres Housing Association (Broadacres) maintains your homes and delivers key services.

There are two parts to the Tenant Satisfaction Measures, 12 of the 22 indicators come from the satisfaction survey and the remainder are monitored through Broadacres internal management systems.

This report contains key results regarding rented customers’ opinions about their homes and the services provided. In addition, it summarises the results from similar surveys undertaken with leaseholders and shared owners.

TSM Summary

The Tenant Satisfaction Measures (TSM) Standard mandates that all registered
providers develop and report TSMs in accordance with the guidelines set by the
regulator. As part of this requirement, it is necessary for Broadacres to inform its
customers about its approach to conducting the TSM Perception survey and
collecting data.

This document details Broadacres methodology and outlines the criteria specified in the
Regulator of Social Housing’s (RSH) publication, Tenant Satisfaction Measures Return.

Download the summary here

Your Views

Broadacres appreciates the time everyone took to complete the survey for us. It is important that through your feedback, we understand the services that work well and those we know can and should be, improved. Where you have said that you are happy for us to, we may contact you to discuss your survey responses, invite you to participate in other feedback events or ask for more information.

Carrying out this survey is just part of the work Broadacres does to involve you in developing services. As well as publishing the results of the survey, Broadacres plans to put the findings to good use by working with customers to further improve the services provided.

The table below shows details of the results:

Tenant Satisfaction Measures Results 2024-25

Theme

Measured by Broadacres

 

Measured by Tenant Perception Survey

Results

24-25

Results

23-24

 

 

TP01: Overall satisfaction

 

87.00%

86%

Keeping properties in good repair

RP01: Homes that do not meet decent homes standard

0.22%

3.54%

RP02: Non-emergency repairs completed within target timescale

69.35%

70.01%

RP02: Emergency repairs completed within target timescale

82.84%

81.46%

TP02: Satisfaction with repairs

86.00%

90%

TP03: Satisfaction with time taken to complete most recent repair

84.00%

88%

TP04: Satisfaction that the home is well maintained

89.00%

85%

Maintaining building safety

BS01: Gas Safety Checks

100%

99.89%

BS02: Fire Safety Checks

100%

100%

BS03: Asbestos Safety Checks

100%

100%

BS04: Water Safety Checks

100%

100%

BS05: Lift Safety Checks

95.45%

100%

TP05: Satisfaction that the home is safe

92%

89%

Respectful and helpful engagement

TP06: Satisfaction that the landlord listens to tenant views and acts upon them

79%

80%

TP07: Satisfaction that the landlord keeps tenants informed about the things that matter to them

            82%

83%

TP08: Agreement that the landlord treats tenants fairly and with respect

89%

88%

Effective handling of complaints

CH01: Number of Stage 1 Complaints received per 1000 homes

47.14

40.21

CH01: Number of stage 2 complaints received per 1000 homes

4.67

3.83

CH02: Proportion of stage 1 complaints responded to within the HO Code timescales

98%

97.93%

CH02: Proportion of stage 2 complaints responded to within the HO Code timescales

100%

85.71%

TP09: Satisfaction with the landlord’s approach to handling complaints

36%

48%

Responsible Neighbourhood Management

NM01: Number of anti-social behaviour cases per 1000 homes

71.28

44.4

NM01: Number of anti-social behaviour cases that involve hate incidents per 1000 homes

1.01

1.05

TP10: Satisfaction that the landlord keeps communal areas clean and well maintained

69%

60%

TP11: Satisfaction that the landlord makes a positive contribution to neighbourhoods

76%

77%

TP12: Satisfaction with the landlord’s approach to handling anti-social behaviour

59%

69%

PDF download - Customer Satisfaction Survey 2024

The survey focused on how happy you are with the way Broadacres Housing Association (Broadacres) maintains your homes and delivers key services. It also collected the Tenant Satisfaction Measures (TSMs) as required by the Regulator of Social Housing. 

PDF download - Customer Satisfaction Survey