Tenant Satisfaction Measures 2023-2024
We commissioned an independent organisation to undertake satisfaction surveys of our at the end of 2023 to collect data on their opinions of, and attitudes towards, their landlord and the services provided. The survey was based on the Tenant Satisfaction Measures from the Regulator of Social Housing which became mandatory to collect in April 2023.
We’re sharing with you our scores for last year (April 2023 to March 2024) and you can see the questions asked here and read more about the methodology used here.
Overall satisfaction
Of the 330 people surveyed, the majority were overall satisfied with our services. Customers also gave positive feedback as well as identified areas of improvement. NLM has taken on board what you have said and put an action plan together to address areas that could be improved.
Thank you to all residents who have responded to the surveys.
| TP01 | Overall customer satisfaction | 62% |
Keeping homes in good repair
The highest rating within the survey is for the repairs service measures. Some 63% of NLM tenants stated they have had a repair in the last 12 months.
Equal numbers of tenants said they are satisfied with the repairs service during this period and with the time taken to complete the most recent repairs (67%).
| TP02 | Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service. | 67% |
| TP03 | Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair. | 67% |
| TP04 | Proportion of respondents who report that they are satisfied that their home is well maintained. | 64% |
| RP01 | Proportion of homes that do not meet the Decent Homes Standard. | 0% |
| RP02 (1) | Proportion of non-emergency responsive repairs completed within the landlord’s target timescale. | 98.1% |
| RP02 (2) | Proportion of emergency responsive repairs completed within the landlord’s target timescale. | 100% |
Maintaining building Safety
Keeping you safe is our number one priority, so we’re proud that 100% of the checks we legally have to make are up-to-date. This includes gas safety checks, fire, electric, asbestos, water and lifts. We’ll continue to work to maintain this strong performance.
| TP05 | Proportion of respondents who report that they are satisfied that their home is safe. | 65% |
| 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. | 0% |
| 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% |
Respectful and helpful Engagement
The highest performing measure in this survey is 68% for tenants being satisfied that they are treated fairly and with respect. 64% are satisfied with how they are kept informed about things that matter to them.
| TP06 | Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. | 50% |
| TP07 | Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. | 64% |
| TP08 | Proportion of respondents who report that they agree their landlord treats them fairly and with respect. | 68% |
Responsible Neighbourhood Management
Over half of these tenants are satisfied that NLM keeps their communal areas clean and well maintained (52%), with a similar proportion of tenants are satisfied with NLM’s approach to dealing with anti-social behaviour (53%).
To improve our satisfaction with neighbourhood management, we have increased the number of regular inspections and a plan to improve services.
We have also provided training to front line staff to improve our response to victims and survivors of domestic abuse and spot safeguarding issues.
| TP10 | Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. | 52% |
| TP11 | Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. | 56% |
| TP12 | Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour. | 53% |
| NM01 (1) | Number of anti-social behaviour cases, opened per 1,000 homes. | 140.8 |
| NM01 (2) | Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes | 0 |
Complaint Handling
Satisfaction with complaint handling has been low across the sector. In order to improve our approach to complaint handling we have provided training to our front-line staff and those dealing with complaints. We have also invested in software to enable us to track and administer complaints easily.
| TP09 | Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling. | 33% |
| CH01 (1) | Number of stage one complaints received per 1,000 homes. | 21.1 |
| CH01 (2) | Number of stage two complaints received per 1,000 homes. | 0 |
| CH02 (1) | Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 100% |
| CH02 (2) | Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 0 |