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Tenant Satisfaction Measures surveys

Using customer feedback to improve Broadacres services

Tenant Satisfaction Measures 2025

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.
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Tenant Satisfaction Survey summary

The Tenant Satisfaction Measures Standard mandates that all registered providers develop and report Tenant Satisfaction Measures 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
89% overall service satisfaction
89% well maintained home satisfaction
91% safe home satisfaction
71% satisfaction that communal areas are kept clean and tidy
55% complaints handling satisfaction
87% overall repairs satisfaction
85% time to complete a repair satisfaction
79% satisfied Broadacres makes a positive contribution to your neighbourhood
73% approach to handling anti-social behaviour satisfaction
81% satisfied that Broadacres listens to your views and acts upon them
83% satisfied you are kept informed about things that matter to you
91% satisfied that that Broadacres treats you fairly and with respect
89% overall service satisfaction
89% well maintained home satisfaction
91% safe home satisfaction
71% satisfaction that communal areas are kept clean and tidy
55% complaints handling satisfaction
87% overall repairs satisfaction
85% time to complete a repair satisfaction
79% satisfied Broadacres makes a positive contribution to your neighbourhood
73% approach to handling anti-social behaviour satisfaction
81% satisfied that Broadacres listens to your views and acts upon them
83% satisfied you are kept informed about things that matter to you
91% satisfied that that Broadacres treats you fairly and with respect

Tenant Satisfaction Measures Measured by Broadacres Results 2024-25

The table below shows details of the results:
Theme Measure by Broadacres Results 2024-25
Keeping properties in good repair RP01: Homes that do not meet decent homes standard 0.22%
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%
RP02: Emergency repairs completed within target timescale (24 hours) 82.84%
Maintaining building safety BS01: Gas Safety Checks 100%
BS02: Fire Safety Checks 100%
BS03: Asbestos Safety Checks 100%
BS04: Water Safety Checks 100%
BS05: Lift Safety Checks 95.45%
Effective handling of complaints CH01: Number of Stage 1 Complaints received per 1000 homes 47.14
CH01: Number of stage 2 complaints received per 1000 homes 4.6
CH02: Proportion of stage 1 complaints responded to within the HO Code timescales 98%
CH02: Proportion of stage 2 complaints responded to within the HO Code timescales 100%
36%
Responsible Neighbourhood Management NM01: Number of anti-social behaviour cases per 1000 homes 71.2
NM01: Number of anti-social behaviour cases that involve hate incidents per 1000 homes 1.01