Lune Valley Rural Housing

LVRHA - TSM Tenant Perception & General Management Results

2023/24 Tenant Satisfaction Measure Results are in!

Thank you to all those customers who took part in completing satisfaction surveys. It has helped us to understand and give us more insight into what we’re doing well and what we’re not doing so well in. Your feedback is extremely important to us.

Between 19th December 2023 and 9th February 2024, an independent market research company, TLF The Leadership Factor was commissioned on behalf of LVRHA to carry out satisfaction surveys, called Tenant Satisfaction Measures.

You can now view the results and see what customers said about us and the homes and services we provide.

Last year, the Regulator of Social Housing introduced a new requirement for all social housing landlords to annually report on a set of measures that tells you how we are doing at providing quality homes and services.

The measures aim to improve standards for people living in social rented housing (known as Low Cost Rented Accommodation (LCRA)) by:

TSMs will show how well we:

There are 22 TSMs, including:

Not all customers were required to take part in these surveys, the percentage requirements are set by the Regulator of Social Housing; 34 customers living in social rented housing took part. TLF randomly selected the customers and collected the results, using a mix of telephone and online survey methods.

Customers were able to provide their feedback anonymously, or share their details, we received both positive and negative feedback. We have contacted all customers who agreed for TLF to share their details and provided negative feedback to listen and better understand the reasons and what we can to do to resolve issues and continue to improve homes and services. Have a look, and see what customers have said about us:

TSM Tenant Perception Measures and General Management results:

Measure 2023/24
TP01: Overall satisfaction 75.8%
Theme 1: Keeping properties in good repair (RP)
RP01: Homes that do not meet the Decent Homes Standard 0%
RP02 (1): Repairs completed within the target timescale (non-emergency) 68.7%
RP02 (2): Repairs completed within the target timescale (emergency) 98.0%
TP02: Satisfaction with repairs 70.0%
TP03: satisfaction with the time taken to complete most recent repair 55.0%
TP04: Satisfaction that the home is well maintained 75.8%
Theme 2: Maintaining building safety (BS)
Many of the areas are not applicable to LVRHA as we do not own or manage properties requiring communal asbestos checks or water safety checks under the regulations. LVRHA do not have any passenger lifts.
BS01: Gas safety checks 100%
BS02: Fire safety checks n/a
BS03: Asbestos safety checks n/a
BS04: Water safety checks n/a
BS05: Lift safety checks n/a
TP05: Satisfaction that the home is safe 84.8%
Theme 3: Respectful and helpful engagement
TP06: Satisfaction that the landlord listens to tenant views and acts upon them 64.3%
TP07: Satisfaction that the landlord keeps tenants informed about things that matter to them 58.1%
TP08: Agreement that the landlord treats tenants fairly and with respect 81.3%
Theme 4: Effective handling of complaints (CH)
CH01 (1): Complaints relative to the size of the landlord (Stage 1) 18.9
CH02 (1): Complaints responded to within Complaint Handling Code timescales (Stage 1) 100%
CH02 (1): Complaints relative to the size of the landlord (Stage 2) 0.0
CH02 (2): Complaints responded to within Complaint Handling Code timescales (Stage 2) N/A
TP09: Satisfaction with the landlord’s approach to handling complaints 50.0%
Theme 5: Responsible neighbourhood management (NM)
NM01 Antisocial behaviour cases relative to the size of the landlord 37.7
TP10: Satisfaction that the landlord keeps communal areas clean and well maintained 54.5%
TP11: Satisfaction that the landlord makes a positive contribution to neighbourhoods 62.5%
TP12: Satisfaction with the landlord’s approach to handling antisocial behaviour 60.0%

Lune Valley Rural Housing