Tenant Satisfaction Measures – Joint 2024/2025 Results With Somerset Council
We hold ourselves accountable by setting benchmarks and making sure we strive to meet our targets
We produce regular Tenant Satisfaction Measures (TSMs) performance reports, which we share on our website every other month, to show how we’re performing.
We measure ourselves against the (TSMs), which are set by the Regulator of Social Housing, as a system for assessing how well social housing landlords, including ALMOs like us, in England, are doing at providing good quality homes and services.
This data helps us to identify our areas of strength and weakness. It enables us to identify areas of service that need improvement and ensures we can allocate resources accordingly.
Tenant Satisfaction Measures (TSMs) – Joint 2024/2025 Results
82.9%
Satisfied with the service provided by Homes in Somerset as a landlord
74.4%
The satisfaction that the landlord listens to tenant’s views and acts upon them
75%
Satisfaction that the landlord makes a positive contribution to neighbourhoods
83.5%
Satisfaction that the landlord keeps tenants informed about things that matter to them
86.4%
Agreement that the landlord treats tenants fairly and with respect
32.5
Number of stage one complaints received per 1,000 homes
2.5
Number of stage two complaints received per 1,000 homes
38.4%
Satisfied with our approach to how we handle complaints
23.5
Antisocial behaviour cases relative to the size of the landlord
61.2%
Satisfaction with the landlord’s approach to handling antisocial behaviour
81.6%
Satisfaction that the home is well-maintained
95.40%
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
100%
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
72.8%
Satisfied with how we keep communal areas clean and well-maintained
84.2%
Satisfaction with repairs
86.2%
Satisfaction with the time taken to complete most recent repair
90.20%
Proportion of non-emergency responsive repairscompleted within the landlord’s target timescale
87.20%
Proportion of emergency responsive repairscompleted within the landlord’s target timescale
0.40%
Of homes that do not meet the Decent Homes Standard
23.5
Number of antisocial behaviour cases opened per 1,000 homes
0.2
Number of antisocial behaviour cases that involved hate incidents opened per 1,000 homes
99.90%
Gas safety check
100%
Fire safety checks
%
100%
Asbestos safety checks
100%
Water safety checks
100%
Of lift safety checks completed
83.8%
Satisfaction that the home is safe
Somerset Council In-House Team 2024/25 Results
| TSM Perception Measures | In-House Annual Result 24/25 |
|---|---|
| Overall tenant satisfaction (TSM TPO1 results) | 76.2% |
| Satisfaction with repairs | 77.2% |
| Satisfaction with the time taken to complete the most recent repair | 76% |
| Satisfaction that th home is well maintained | 76.3% |
| Satisfaction that the home is safe | 81.6% |
| Satisfaction that the landlord listens to tenant views and acts upon them | 61.5% |
| Satisfaction that the landlord keeps tenants informed about things that matter to them | 78.5% |
| Agreement that the landlord treats tenants fairly and with respect | 78.1% |
| Satisfaction with the landlords approach to handling complaints | 32.7% |
| Satisfaction that the landlord makes a positive contribution to neighbourhoods | 68.4% |
| Satisfaction that the landlord keeps communal areas clean and well maintained | 64.3% |
| Satisfaction with the landlord’s approach to handling ASB | 58.6% |
| Number of stage one complaints received per 1,000 homes | 42.5 |
| Number of stage two complaints received per 1,000 homes | 9.6 |
| Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales | 71% |
| Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales | 79.6% |
| Gas safety checks | 100% |
| Fire safety | 99.91% |
| Asbestos safety | 100% |
| Water safety | 100% |
| Lift safety | 100% |
| Proportion of homes that do not meet the Decent Homes Standard | 3.91% |
| Proportion of non-emergency responsive repairs completed within the landlords target timescales | 89.4 |
| Propertion of emergency responsive repairs completed within the landlords target timescales | 95.2% |
| Number of antisocial behaviour cases per 1,000 homes | 35.3 |
| Number of antisocial behaviour cases that involve hate incidents opened per 1,000 homes | 0.2 |