Believing in accessibility for all

Tenant Satisfaction Measures (2023 - 2024)

  • What are TSMs?

    As part of its revised powers and focus on consumer standards, the Regulator of Social Housing created 22 Tenant Satisfaction Measures (TSMs). These were finalised in September 2022. 

    The TSMs cover five main themes:

    • repairs
    • building safety
    • effective complaint-handling
    • respectful and helpful tenant engagement
    • responsible neighbourhood management

    10 of the TSMs are measured by management information (e.g., performance data) and 12 are measured by perception surveys completed by customers.

  • Why are TSMs necessary?

    They provide accountability on our performance and allow us to further understand our customer voice and perception. This will support improvement of our service delivery across all areas.

  • Who measures the TSMs?

    The City of Wolverhampton Council’s (CWC) Housing Strategy team have commissioned an external agency expert, Acuity, to collect information from customers.

Our performance

We take customer feedback seriously and use this to inform improvements in the delivery of our services. 

The results for Wolverhampton Homes show that: 

  • Overall satisfaction is 65% 
  • Dissatisfaction is 23% 
  • Neither is 12% 

You can find out more about TSMs, and view ours, on the City of Wolverhampton Council's (CWC) website

View TSMs for all CWC managing agents 

View TSMs for Wolverhampton Homes

  • How does our performance compare nationally?

    Nationally, the results show that the sector as a whole is facing challenges and that there is still work to do to improve satisfaction ratings. 

    Housemark, a data and insight company for the housing sector, says that nationally: 

    • overall service satisfaction has decreased over the last five years - for the first time the median result for 2023 - 2024 dipped below 70%
    • landlords are still getting used to the new complaint code - on average, Stage 1 complaints volumes rose by 15% over 12 months
    • landlords must do more to meet expectations and improve tenants’ experience of using landlords’ services
    • the sector’s operational repairs performance is holding steady, but landlords continue to struggle with effective customer communications
    • landlords’ record-keeping for building safety remains high
    • satisfaction with the sector’s neighbourhood management scored several points lower than overall perception

     

  • What are we doing to improve?

    We have been working hard to provide a first-class service for our customers and are developing and redesigning services to deliver against our customers' needs and expectations.   

    This has been supported by several initiatives, including: 

    • Down Your Way activities
    • Days of Action – including volunteering support 
    • See It, Report It – ensuring our customers are safe and well and supported to maintain their tenancy 
    • My Account app – providing digital access to our services 
    • Concierge Service – delivering services across our estates


    Communal areas     

    We have listened to customer concerns about communal areas. 

    To make improvements, we have prioritised both internal and external communal areas, given the importance the maintenance and appearance these have on our individual tenants, residents and the wider community.

    The Tenancy and Leasehold team are working closely with the Anti-Social Behaviour, Concierge and Estate Services teams to develop new ways of working that focus on communal areas.      

    This includes: 

    • increasing the presence of key members of staff from these teams on certain estates
    • talking to colleagues in the City of Wolverhampton Council about how we can improve the handling of waste and fly-tipping
    • developing more robust monitoring arrangements of the cleaning regime, particularly in relation to low-rise blocks of flats