Lune Valley Rural Housing

2024/25 Tenant Satisfaction Measure Results are in!

Thank you to all Lune Valley Customers who participated in our satisfaction survey. Your feedback is invaluable, providing us with insights into our strengths and areas for improvement.
For the second consecutive year, following the introduction of the Tenant Satisfaction Measures (TSMs), we engaged TLF Research to conduct the survey. Data was collected through web and phone surveys in two phases, which were open from 4th July – 4th August and from 4th - 29th December 2024. You can now view the results and see what customers said about us and the homes and services we provide.
From the 1st April 2023, the Regulator of Social Housing introduced the requirement for all social housing landlords to annually report on a set of measures that indicate how well they are performing. These measures aim to improve standards for people living in social rented housing, known as Low Cost Rented Accommodation (LCRA) by:

• Showing you how well we are doing on important things like delivering repairs, dealing with any complaints and treating you with respect.
• Allowing you to hold us to account when we are not performing as we should.
• Giving the Regulator an insight into which landlords might need to improve things for their customers.

TSMs will show how well we:

• keep your homes in a good state of repair.
• make sure your homes are safe.
• give you opportunities to have your say, and act on your views.
• handle complaints.

There are 22 TSMs, including:

• 12 Tenant Perception Measures – we measure these through an annual tenant perception survey.
• 10 General Management Measures – we measure these directly through information we hold in our systems.

Not all customers were required to take part in these surveys; the percentage requirements are set by the Regulator of Social Housing. 39 customers living in social rented housing took part. TLF randomly selected the customers and collected the results.

Customers were able to provide their feedback anonymously or share their details, and 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	2024/25
TP01: Overall satisfaction	76.9%
Theme 1: Keeping properties in good repair (RP)
RP01: Homes that do not meet the Decent Homes Standard	0.90%
RP02 (1): Repairs completed within the target timescale (non-emergency)	63.7%
RP02 (2): Repairs completed within the target timescale (emergency)	90.4%
TP02: Satisfaction with repairs	63.7%
TP03: satisfaction with the time taken to complete most recent repair	63.6%
TP04: Satisfaction that the home is well maintained	75%
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	99.07%
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	88.9%
Theme 3: Respectful and helpful engagement
TP06: Satisfaction that the landlord listens to tenant views and acts upon them	66.7%
TP07: Satisfaction that the landlord keeps tenants informed about things that matter to them	67.7%
TP08: Agreement that the landlord treats tenants fairly and with respect	87.9%
Theme 4: Effective handling of complaints (CH)
CH01 (1): Complaints relative to the size of the landlord (Stage 1)	18.0
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	36.0
TP10: Satisfaction that the landlord keeps communal areas clean and well maintained	44.4%
TP11: Satisfaction that the landlord makes a positive contribution to neighbourhoods	57.7%
TP12: Satisfaction with the landlord’s approach to handling antisocial behaviour	63.2%