The Regulator of Social Housing requires all social rent landlords to provide them with performance information every year. The required information is called the Tenant Satisfaction Measures (TSMs), and the Regulator provides detailed guidance for landlords about how this information is collected and calculated. There are 22 TSMs:
The Regulator has coded the 22 TSMs, and we have included this code on the published results to make it easier for you to compare them with other social landlord results.
More information is available on separate PDF's:
Our full TSM results for 2023.24
Summary of our approach to collecting and calculating these measures for the year 2023-2024
Overall satisfaction
71.3%
71.3% of our tenants said they were satisfied with our services overall.
Repairs satisfaction
74.4%
74.4% of our tenants said they were satisfied with their repairs service.
Time taken to complete a repair
72.7%
72.7% of our tenants said they were satisfied with the time taken to carry out their most recent repair.
Well maintained home
68.1%
68.1% of our tenants said they were satisfied that their home is well maintained.
Not meeting the decent standard
21.9%
21.9% of our homes do not meet the decent standard.
Repairs complete in time
Emergency repairs 90.4%, non-emergency repairs 87.0%
90.4% of emergency repairs and 87.0% of non-emergency repairs were completed within the target timescale.
Safe homes
78.0%
78.0% of tenants said they were satisfied that their home is safe.
Fire safety checks complete
100.0%
100% of our fire safety checks were carried out.
Gas safety checks complete
99.7%
99.7% of our gas safety checks were carried out.
Asbestos checks complete
100.0%
100.0% of our asbestos checks were carried out.
Lift safety checks complete
100.0%
100.0% of our lift safety checks were carried out.
Water safety checks complete
100.0%
100% of our water safety checks were carried out.
Approach to complaint handling
27.7%
27.7% of our tenants said they were satisfied with the approach to how their complaint was handled.
Number of Complaints relative to size of the landlord
Stage 1 - 86.0 per 1000 homes, and Stage 2 - 10.1 per 1000 homes
86.0 Stage 1 complaints received and 10.1 Stage 2 complaints received, relative to the size of the landlord and per 1000 homes.
Complaints responded to on time
Stage 1 - 84.7%, Stage 2 - 95.2%
84.7% Stage 1 complaints and 95.2% Stage 2 complaints were responded to within the Complaint Handling Code timeline.
Clean and well maintained communal areas
58.8%
58.8% of our tenants said they were satisfied their communal areas are kept clean and well maintained.
Positive contribution towards neighbourhoods
62.1%
62.1% of our tenants said they were satisfied that we positively contribute towards their neighbourhoods.
Anti-social behaviour cases
All cases - 21.0 per 1000 homes, hate incidents only - 0.3 per 1000 homes
21.0% (of all cases) and 0.3% (of hate incidents only) received, relative to the size of the Landlord and per 1000 homes.
Anti-social behaviour handling
58.2%
58.2% of our tenants said they were satisfied with our approach to handling anti-social behaviour.
Keeping our tenants informed
75.0%
75.0% of our tenants said they were satisfied that we kept them well informed about things that matter to them.
Treated fairly and with respect
77.1%
77.1% of our tenants said they were satisfied that we treat them fairly and with respect.
Listens and Acts
56.2%
56.2% of our tenants said they were satisfied that we listen to their views and act upon them.
We have looked at what you are telling us in these results, and are considering how we respond to them. We will provide a special feature in our autumn/winter magazine to explain what we are doing in response to your feedback and these results. If you have any questions or would like more information, please contact us on myviews@cornwallhousing.org.uk
Email: info@cornwallhousing.org.uk
Telephone: 0300 1234 161
