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Tenant Satisfaction Measures surveys

Using customer feedback to improve Broadacres services

Tenant Satisfaction Measures 2024

This satisfaction survey was undertaken as part of the annual Government requirement called the Tenant Satisfaction Measures 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.
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Tenant Satisfaction Survey summary

The Tenant Satisfaction Measures Standard mandates that all registered providers develop and report Tenant Satisfaction Meaasures 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 Tenant Satisfaction 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.
The summary
87% overall service satisfaction
89% well maintained home satisfaction
92% safe home satisfaction
69% satisfaction that communal areas are kept clean and tidy
81% home energy efficiency satisfaction
86% overall repairs satisfaction
84% time to complete a repair satisfaction
76% satisfied Broadacres makes a positive contribution to your neighbourhood
59% approach to handling anti-social behaviour satisfaction
79% satisfied that Broadacres listens to your views and acts upon them
82% satisfied you are kept informed about things that matter to you
89% satisfied that that Broadacres treats you fairly and with respect

Tenant Satisfaction Measures Results 2024-25

The table below shows details of the results:
Theme Measure by Broadacres Measured by tenant perception survey Results 2024-25 Results 2023-24
TP01: Overall satisfaction 87% 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 (this figure includes urgent repairs with a target of 5 working days, routine repairs with a target of 15 working days, new installations with a target of 30 working days and recalls with a target of 1 working day) 69.35% 70.01%
RP02: Emergency repairs completed within target timescale (24 hours) 82.84% 81.46$
TP02: Satisfaction with repairs 86% 90%
TP03: Satisfaction with time taken to complete most recent repair 84% 88%
TP04: Satisfaction that the home is well maintained 89% 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 4.6 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 71.2 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%

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