Tenant Satisfaction Measures
Since 2012 we have asked our customers what they think about us through STAR (Survey of Tenants and Residents). We compare our results to other housing associations through HouseMark. This has changed and is now called the Tenant Satisfaction Measure (TSM) survey.
Why the change?
Whereas we chose to do STAR, the government now require all housing associations to carry out the TSM survey.
The TSMs have been designed through research with housing association residents, so they ask questions on subjects that really matter – overall satisfaction, keeping properties in good repair, maintaining building safety, respectful and helpful engagement, effective handling of complaints and responsible neighbourhood management.
As well as the TSMs contained in the survey, there are 10 TSMs that will be collected through management information such as the number of complaints we get, the number of anti-social behaviour cases we have and the way we maintain safety standards in the maintenance of our homes.
What you can expect
Not all customers will be surveyed each year, but we'll make sure we get views from a range of customers. The results as a whole will represent the types of Magna homes our customers’ live in and where they are.
You can find an overview of how we approach the survey and the representativeness here.
We are working with HouseMark and Service Insights to carry out the TSMs so that our customers are assured the results are confidential; you can be as honest as possible with a neutral party, certified by the Market Research Society. You might receive a questionnaire by email or through the post, from Service Insights, or you might get a phone call to ask you the questions. Rest assured this is legitimate, they are carrying out the survey on our behalf, but if you have any concerns you can contact us directly to check.
You can find the full questionnaire that we sent to our customers in 2023/24 here.
Our results
The table below shows our latest results, from 23/24. It includes both the perception survey and operational TSMs. The satisfaction TSMs show results for just our customers that rent homes (not shared owners).
| TSM Code | Description | Result 2023/24 (%) |
|---|---|---|
TP01 | Proportion of respondents who report that they are satisfied with the overall service from their landlord. | 60.9 |
TP02 | Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service. | 59.6 |
TP03 | Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair. | 42.4 |
TP04 | Proportion of respondents who report that they are satisfied that their home is well maintained. | 64.6 |
TP05 | Proportion of respondents who report that they are satisfied that their home is safe. | 76.1 |
TP06 | Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. | 49.6 |
TP07 | Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. | 60.9 |
TP08 | Proportion of respondents who report that they agree their landlord treats them fairly and with respect. | 77.0 |
TP09 | Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling. | 17.6 |
TP10 | Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. | 54.2 |
TP11 | Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. | 53.3 |
TP12 | Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour. | 51.3 |
BS01 | Proportion of homes for which all required gas safety checks have been carried out | 100 |
BS02 | Proportion of homes for which all required fire risk assessments have been carried out. | 100 |
BS03 | Proportion of schemes for which all required asbestos management surveys or re-inspections have been carried out | 100 |
BS04 | Proportion of homes for which all required legionella risk assessments have been carried out | 100 |
BS05 | Proportion of homes for which all required communal passenger lift safety checks have been carried out | 100 |
CH01 | Number of stage one complaints received per 1,000 homes. | 19.4 |
CH01 | Number of stage two complaints received per 1,000 homes. | 4.4 |
CH02 | Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 78.6 |
CH02 | Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 66.7 |
NM01 | Number of anti-social behaviour cases, opened per 1,000 homes. | 16.5 |
NM01 | Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes | 0.2 |
RP01 | Proportion of homes that do not meet the Decent Homes Standard. | 0.1 |
RP02 | Proportion of non-emergency responsive repairs completed within the landlord’s target timescale. | 56.6 |
RP02 | Proportion of emergency responsive repairs completed within the landlord’s target timescale. | 94.3 |
Listening and responding to the results
What’s going well?
We’re pleased to see that over 76% of you are satisfied that we provide a home that is safe, and that you feel we treat you with fairness and respect. Following changes in the way we manage community safety, your satisfaction with our approach to anti-social behaviour increased by 13% through the year
What are we doing to improve?
Our scores show that there’s lots for us to do to continue to improve our services. In particular, we’ll be focussing on complaints and repairs.
Our repairs survey shows that our customers are satisfied with the work we carry out in their homes but we know that we need to get there more quickly. We’re reviewing the way we schedule work which will help us get more jobs done. We‘re also working on prioritising older repairs.
We have recruited a Complaints Resolution Lead and we’ll be increasing the size of our complaints team. We have also changed the complaints process to ensure that managers and service areas dedicate resource to respond to complaints relating to their departments. These changes will help us to improve our complaints service. We’ve just completed our self-assessment against the new complaints handling code and will publish this and our annual report on complaints handling on the complaints page.