The Regulator for Social Housing (RSH) asks all social landlords to collect and submit quarterly feedback from tenants/customers – these are called Tenant Satisfaction Measures (TSMs). The RSH uses this information to check that landlords are meeting the regulatory requirements and achieving expected standards and outcomes. In November, the RSH published the annual TSM results from each social landlord which covered the period of April 2023 - March 2024. You can find out more about the process and see all the results here.
Our performance
The TSMs are split into five further measures: Tenant perception, building safety, anti-social behaviour, complaints, and the Decent Homes Standard and repairs. You can view our annual TSM results across all five topics here or find out how we’re doing in comparison with other social landlords (excluding local authorities) across each of the TSMs below.
Tenant perception measures
The tenant perception measures capture customer views about how well we’re delivering services. MEL Research collect this information on our behalf via a quarterly telephone survey. As well as repairs and the condition of your home, tenant perception measures focus on how open we are with our customers and whether we treat them with fairness and respect. The measures also show whether we help customers access services effectively, raise complaints, influence decision making and hold us to account.
The results for the tenant perception measures TP02-TP12 show customer satisfaction at Leeds Federated as being in the top 25% across all social landlords.
Our performance was slightly lower for question TP01 which asked whether customers were satisfied with the overall service they received from us. For this question, customers scored us at 78.8%, against the median score for all social landlords of 73.2%.
We’re always looking for ways to improve the experience for customers and since submitting our TSM results we’ve:
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held more ‘Time to Talk’ webinars for customers to have their say, and learn about, different topics, from damp and mould to service charges.
Building safety measures
We carry out regular checks and assessments to help keep homes safe. The building safety measures show whether or not we've met the standard checks and highlight areas that we might need to focus on.
For four out of five of the building safety measures (BS02-BS05) we’re scored in the top 25% of all social landlords. For the question around the proportion of homes for which all required gas safety checks have been carried out (BS01) we scored 99.9% which is equal with the median score for all social landlords.
Since submitting our TSM results we’ve:
Anti-social behaviour measures
Anti-social behaviour is any behaviour that causes nuisance, alarm or annoyance. The anti-social behaviour measures show how many anti-social behaviour cases have been opened.
The anti-social behaviour measures only include two questions which are about the number of anti-social behaviour and hate crime cases opened per 1000 homes. For both questions we were in line with the median scores for all landlords.
Since submitting our TSM results we’ve:
Complaints measures
The complaints measures show how many complaints we've received at each stage of the complaint process. We use complaint feedback to help us learn and improve.
For the questions around the number of stage two complaints and our response time for all complaints, our scores were in line with the median for all landlords.
The complaints measures should be considered alongside the tenant perception measure TP09 which asks customers how satisfied they are with their landlord’s approach to complaints handling. For TP09 we were in the highest 25% of customer satisfaction across all social landlords. The level of satisfaction is in part due to the introduction of a new Complaints Policy, Procedure and Guide which has made it easier for customers to raise complaints and for us to record the number of complaints coming in.
We also introduced a new Customer Resolutions Team in January 2024 who took responsibility for complaint handling and how we can put things right for customers. The team launched a campaign to raise awareness about complaints and putting things right which resulted in more complaints logged correctly and an improvement in the accessibility of the procedure for customers.
Since submitting our TSM results we’ve:
Decent Homes Standard and repairs measures
When customers tell us there’s a problem in their home our aim is to resolve this quickly and efficiently. The Decent Homes Standard and repairs measures show how well we understand the condition of our homes and whether we're carrying out repairs within reasonable timescales.
The proportion of our homes not meeting the Decent Homes Standard was 0.1% compared with a median of 0.5% across all social landlords. We also completed 97.4% of non-emergency repairs within timescales which was within the top 25% of all social landlords. For emergency repairs, we completed 98.4% within timescales, which compared with a median of 95.3% across all social landlords.
Since submitting our TSM results we’ve:
The future
While our results are good, we’re committed to continuing to improve our services for customers. As a customer, you can help us to improve by sharing your feedback with us. There are lots of ways to have your say: