Housing Performance Measures
The Regulator for Social Housing (RSH) has established the ‘Tenant Satisfaction Measures’ (TSM) which places a responsibility on all social housing landlords, in England, to return performance information, so that each provider can be assessed for how well it is providing good quality homes and services. The TSM sets out 22 measures covering 5 themes.
- Keeping Properties in good repair
- Maintaining Building Safety
- Respectful and helpful engagement
- Effective handling of complaints
- Responsible neighbourhood management
Of the 22 measures they are split between those that the landlord is required to measure directly (10 No.) and those that are measured by tenant perception surveys (12 No.)
There are presently no TSMs for Electrical Installation checks including domestic, communal, smoke alarms and carbon monoxide detectors. However, these are included below as part of our compliance responsibilities to ensure properties are safe.
Following the tragic death of Awaab Ishak who died due to prolonged exposure to damp and mould the Government have introduced Awaab’s Law which aims to ensure timely, professional and empathetic responses to housing hazards
The first phase of this commences in October 2025 in tackling damp and mould hazards. The new law places responsibilities on Housing landlords including:
- Investigate potential hazards within 10 working days
- Provide a written summary of findings within 3 working days after investigation
- If a significant risk is found
- Make the property safe within 5 working days
- Complete full repairs within 12 weeks
In emergencies, act within 24 hours
If the property can’t be made safe in time, we will offer alternative accommodation at the landlord’s expense.
Keeping Properties in good repair
|
|
Measure Name |
Type |
Q4 24/5 |
Q1 25/6 |
Q2 25/6 |
Q3 25/6 |
Q4 25/6 |
Target |
Trend |
|---|---|---|---|---|---|---|---|---|---|
|
RP01 |
Homes that do not meet the Decent Homes Standard |
% |
4.17% |
4.15% |
|
|
|
0.00% |
Amber |
|
RP02.1 |
Repairs completed within Target Timescale (Non-Emergency) |
% |
71.95% |
77.88% |
|
|
|
100% |
Amber |
|
RP02.2 |
Repairs completed within Target timescale – (Emergency) |
% |
83.6% |
83.6% |
|
|
|
100% |
Amber |
Maintaining Building Safety (BS)
|
|
Measure Name |
Type |
Q4 24/5 |
Q1 25/6 |
Q2 25/6 |
Q3 25/6 |
Q4 25/6 |
Target |
Trend |
|---|---|---|---|---|---|---|---|---|---|
|
BS01 |
Gas Safety Checks |
% |
100% |
100% |
|
|
|
100% |
Green |
|
BS02 |
Fire Safety Checks |
% |
100% |
100% |
|
|
|
100% |
Green |
|
BS03 |
Asbestos Safety checks |
% |
100% |
99.50% |
|
|
|
100% |
Red |
|
BS04 |
Water Safety checks |
% |
100% |
100% |
|
|
|
100% |
Green |
|
BS05 |
Lift Safety Checks |
% |
100% |
87.00% |
|
|
|
100% |
Red |
|
EI01 |
Electrical Test of Properties |
% |
90.50% |
94.89% |
|
|
|
100% |
Amber |
|
EI02 |
Electrical Test of Communal Areas |
% |
100% |
100% |
|
|
|
100% |
Green |
|
EI03 |
Smoke Alarms |
% |
97.36% |
98.80% |
|
|
|
100% |
Amber |
|
EI04 |
Carbon Monoxide Alarms |
% |
98.33% |
98.89% |
|
|
|
100% |
Amber |
Complaints
|
|
Measure Name |
Type |
Q4 24/5 |
Q1 25/6 |
Q2 25/6 |
Q3 25/6 |
Q4 25/6 |
Target |
Trend |
|---|---|---|---|---|---|---|---|---|---|
|
CH01.1 |
Complaints relative to the size of the landlord (Stage 1) |
# per 1,000 homes |
4.51 |
3.07 |
|
|
|
Less than 10 |
Green |
|
CH01.2 |
Complaints relative to the size of the landlord (Stage 2) |
# per 1,000 homes |
0.72 |
0.90 |
|
|
|
Less than 3 |
Green |
|
CH02.1 |
Complaints responded to within Complaint Handling Code timescales (Stage 1) |
% |
62% |
93% |
|
|
|
85%
|
Green |
|
CH02.2 |
Complaints responded to within Complaint Handling Code timescales (Stage 2) |
% |
80% |
100% |
|
|
|
85% |
Green |
Anti-Social Behaviour (ASB)
|
|
Measure Name |
Type |
Q4 24/5 |
Q1 25/6 |
Q2 25/6 |
Q3 25/6 |
Q4 25/6 |
Target |
Trend |
|---|---|---|---|---|---|---|---|---|---|
|
NM01.1 |
Anti-social behaviour cases relative to the size of the landlord |
# per 1,000 homes |
22.8 |
27.1* |
|
|
|
35.5** |
Amber |
|
NM01.2 |
Anti-social behaviour cases (involving Hate Crime) relative to the size of the landlord |
# per 1,000 homes |
0 |
0 |
|
|
|
0.6** |
Green |
*Current data is below the national mean which is potentially due to under reporting. Therefore, it is anticipated that the Council’s measurement will increase this year.
**This represents the median level reported for 2023/24 across this TSM for all social housing providers
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