Tenant Satisfaction Measures
What are they?
From April 2023 social housing providers started collecting data on a new set of Tenant Satisfaction Measures (TSMs). These new measures have been developed as part of a new system by the Regulator of Social Housing to assess how well a social housing landlord is providing good quality homes and services.
There are 22 TSMs in total, 12 of these require landlords to conduct a tenant perception survey. These are referred to as TP01 – TP12. The remaining 10 are management information measures which landlords collect throughout the year. The TSMs will take place every year going forward and the data will be submitted to the Regulator.
Why is it important?
The TSMs are great for tenants as they allow you to hold us accountable. The aim is to help improve standards by providing visibility and giving the regulator an insight into how we are performing. The results of the survey will also give Mid Devon Housing an idea of where and how we can improve year on year.
2024-2026 survey
We worked with Acuity to carry out our 2024/25 survey using telephone and online survey methods. Acuity was commissioned for collecting, generating and validating reported perception measures and carried out a total of 519 surveys between 19 August 2024 and 15 March 2025 spread over three quarters. You can view the scores by clicking the tabs below or download the reports in the downloads section on the right hand side.
2025-2026 survey
We have started work on our 2025-2026 TSM survey. This year we are completing the surveys over 4 quarters. Surveys started in June 2025 and will run each quarter until the 31st March 2026. We are continuing work with Acuity Research & Practice Limited to complete the surveys on behalf of MDH, they will complete the surveys with you via telephone or by sending you an online link. The phone number used to conduct the surveys is 01884 918300.
If you have any questions about the current survey please contact Tenant Involvement on 01884 255255 or by emailing tenantinvolvement@middevon.gov.uk. Alternatively you can contact Acuity on 01273 287114 or acuity@arap.co.uk.
Do you want to get involved?
If you would like to join a focus group to discuss the results of the TSMs, please get in touch with our Tenant Involvement Team:
tenantinvolvement@middevon.gov.uk
01884 255255
2024/25 TSM Results
| 24/25 Result | 23/24 Result | 22/23 Pilot Result |
| 70% | 62.4% | 70% |
| 24/25 Result | 23/24 Result | 22/23 Pilot Result |
| 72.5% | 63.8% | 69% |
| 24/25 Result | 23/24 Result | 22/23 Pilot Result |
| 71% | 57.5% | 65% |
| 24/25 Result | 23/24 Result | 22/23 Pilot Result |
| 73% | 65.3% | 65% |
| 24/25 Result | 23/24 Result | 22/23 Pilot Result |
| 79% | 71.6% | 71% |
| 24/25 Result | 23/24 Result | 22/23 Pilot Result |
| 54% | 50.6% | 50% |
| 24/25 Result | 23/24 Result | 22/23 Pilot Result |
| 74% | 62.2% | 61% |
| 24/25 Result | 23/24 Result | 22/23 Pilot Result |
| 78% | 69.8% | 66% |
| 24/25 Result | 23/24 Result | 22/23 Pilot Result |
| 37% | 22.2% | 30% |
| 24/25 Result | 23/24 Result | 22/23 Pilot Result |
| 65% | 49.3% | 53% |
| 24/25 Result | 23/24 Result | 22/23 Pilot Result |
| 63% | 49.9% | 47% |
| 24/25 Result | 23/24 Result | 22/23 Pilot Result |
| 56% | 49.6% | 47% |
The below performance measures were collected from 1st April 2024 until 31st March 2025. The comparison from last year is on the right.
| 24/25 | 23/24 | |
|
CH01 (Part 1) Number of stage one complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes. |
63.6 | 61.6 |
|
CH01 (Part 2) Number of stage two complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes. |
10.3 | 15.6 |
|
CH02 (Part 1) Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. |
98.9% | 98.4% |
| CH02 (Part 2)
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. |
100% | 89.1% |
| NM01 (Part 1)
Number of anti-social behaviour cases opened per 1,000 homes. |
10 |
10.8 |
|
NM01 (Part 2) Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes. |
0.3 | 0 |
|
RP01 Proportion of homes that do not meet the Decent Homes Standard. |
0.5% | 0.8% |
|
RP02 (Part 1) Proportion of non-emergency responsive repairs completed within the landlord’s target timescale. |
98.5% | 98.9% |
|
RP02 (Part 2) Proportion of emergency responsive repairs completed within the landlord’s target timescale. |
96.5% | 99.0% |
|
BS01 Proportion of homes for which all required gas safety checks have been carried out. |
100% | 100% |
|
BS02 Proportion of homes for which all required fire risk assessments have been carried out. |
100% | 100% |
|
BS03 Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. |
86% | 77.7% |
|
BS04 Proportion of homes for which all required legionella risk assessments have been carried out. |
100% | 100% |
| BS05
Proportion of homes for which all required communal passenger lift safety checks have been carried out. |
100% | 100% |