We are committed to delivering excellent services to help create confident communities.
You can see more about our work in the reports below or read on to see the latest results of our Tenant Satisfaction Survey.
What our tenants say
Tenant Satisfaction Measures (TSM) Survey results 2024 / 2025
In August 2024, we surveyed more than 2,500 of our tenants and shared owners to find out how satisfied they are with the services we provide. This survey is a key part of meeting the Consumer Regulation Standards, set by the Regulator of Social Housing and your opinions are very important to us. This includes scrutinising our services, and holding us to account for the services we provide and the quality of your home.
These results also help us understand customer satisfaction with the services we provide, monitor our progress, benchmark against other landlords and provide information that helps us to improve.
Your feedback helps us to see where we can improve
Most residents are very positive about our service, but some told us they would like to see improvements to our repairs service. This includes fixing repairs faster, dealing with outstanding repairs and addressing damp, mould and condensation issues.
The way we handle complaints is the lowest-performing area in the survey, with just 44% of tenants satisfied and more dissatisfied (46%). It’s important that residents feel confident that any complaint they make will be taken seriously and dealt with effectively and in good time.
Satisfaction with our communication and customer service is generally good, although satisfaction with the way we listen to residents’ views and act on them has fallen, with 72% satisfied and 21% dissatisfied. Tenants want to be shown a little more care, empathy and support.
Our shared owners would also like to see improvements in the way we communicate and deal with outstanding snagging issues.
What we’ll do next
We’re developing an action plan to help us improve on this and other feedback from our customers. The plan will go to our Vico Executive Team (VET) and Customer Committee to make sure customer feedback shapes our approaches.
We also have a lot to celebrate
Our results from our 2024 / 2025 survey show that we have strong levels of satisfaction across a wide range of services, including our overall service, which 85% of tenants are happy with, an increase of 2% from last year’s survey. This is a very positive outcome and reflects the work our teams do each day.
Our results compare very well against other social landlords using the TSM questions this year. We rank in the top quartile on ten of the twelve other measures.
say they are satisfied with the service we provide.
of customers are satisfied they they live in a well-maintained home.
feel satisfied with the time taken to complete their most recent repair.
of customers are satisfied with their repair in the last 12 months.
say they are kept informed about things that matter to them.
of customers are satisfied with the safety of their home.
feel that they are treated fairly and with respect.
|
Tenant perception measures |
|
LCRA |
LCHO |
|
TP01 |
Proportion of respondents who report that they are satisfied with the overall service from their landlord. |
84.6% |
67% |
|
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. |
87.0% |
N/A |
|
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 |
87.2% |
N/A |
|
TP04 |
Proportion of respondents who report that they are satisfied that their home is well maintained. |
83.6% |
N/A |
|
TP05 |
Proportion of respondents who report that they are satisfied that their home is safe. |
86.8% |
84% |
|
TP06 |
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. |
71.6% |
47% |
|
TP07 |
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. |
84.2% |
50% |
|
TP08 |
Proportion of respondents who report that they agree their landlord treats them fairly and with respect. |
86.3% |
69% |
|
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. |
43.9% |
43% |
|
TP10 |
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. |
73.9% |
60% |
|
TP11 |
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. |
75.7% |
52% |
|
TP12 |
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour. |
63.4% |
46% |
The Tenant Satisfaction Measures (TSM) Standard mandates that all registered providers develop and report TSMs in accordance with the guidelines set by the regulator. As part of this requirement, it is necessary for us to inform our customers about our approach to conducting the TSM Perception survey and collecting data.
This outlines our methodology and the criteria specified in the Regulator of Social Housing’s publication, Tenant Satisfaction Measures Return.
The Tenant Satisfaction Measures (TSM) Standard requires all registered providers to conduct tenant perception surveys and report performance annually as specified by the RSH. TSMs are intended to make landlords’ performance more visible to tenants so that tenants can hold their landlord to account. TSMs consist of 22 measures: 10 providing management information from data held by the landlord and 12 satisfaction measures gathered from tenant surveys. In addition to overall satisfaction with landlord services, the measures cover five key themes:
- Keeping properties in good repair
- Maintaining building safety
- Respectful and helpful engagement
- Responsible neighbourhood management
- Effective handling of complaints
Providers must publish a summary of the survey approach used to generate published tenant perception measures. This must be made clearly available alongside each set of tenant perception measures published by the provider.
Summary of achieved sample and sample method
We worked with Acuity Research and Practice Ltd, an accredited organisation that is dedicated to providing research services in the social housing sector. We use survey information to understand how our customers feel about their homes and services, and how we can improve. Acuity was commissioned for collecting, generating and validating reported perception measures.
In 2024/25, we completed TSM surveys with a sample of tenants. The sample size was chosen to ensure that the level of statistical accuracy set out by the Regulator of Social Housing was met. We must ensure that we survey enough residents to meet a statistical accuracy (margin of error at 95% confidence interval) of +/- 5%.
During 2024/25, 250 LCHO TSM surveys were completed. We have 940 LCHO homes, which means that a statistical accuracy level of +/- 5.1% was achieved.
Timing of Survey
A total of 250 surveys were completed between 24/06/2024 and 16/11/2024.
Collection Method(s)
The TSM Surveys were completed by telephone and online interviews using Acuity’s in-house telephone team. The rationale for using this methodology approach is:
- Accessibility and inclusivity: Ensuring accessibility for all tenants, which aligns with our goal of reaching a broad and representative sample.
- Engagement and data quality: Direct interaction over the phone tends to enhance engagement, allowing participants to answer clarifying questions and leading to more accurate and detailed responses. This is particularly valuable for nuanced satisfaction metrics.
- Response rates: Using this mixed approach maximises the robustness of our data and ensures the results truly reflect the tenant base. Continuing to include a telephone aspect also allows us to be reactive to flags and alerts, which improves customer recovery.
- Reliability and consistency: Maintaining consistency with previous years' methodologies allows for more reliable trend analysis. It also enables richer information to be gathered.
- Independence: Using Acuity, an independent market research agency, means that participants are free from influence from the rest of the organisation.
Sample Method
Acuity contacted a random selection of current tenants in shared ownership homes to participate in a census survey. The survey is carefully scripted to ensure a professional and consistent process.
Survey responses are immediately shared with us and we then managed a follow- up and review process which includes both responding to feedback as necessary, and analysing the feedback, to understand how we can improve.
Representativeness
Representative checks were carried out to ensure that the survey was representative of the tenant population as a whole. The characteristics by which representativeness was determined were:
|
Neighbourhood |
Population |
Sample |
|
Castleford/Airedale |
9% |
8% |
|
Normanton/Featherstone |
6% |
5% |
|
Pontefract/Knottingley |
35% |
11% |
|
South East |
7% |
5% |
|
Wakefield City |
14% |
13% |
|
Wakefield North West |
14% |
8% |
|
Wakefield Rural |
15% |
12% |
|
|
|
|
|
Ethnicity |
Population |
Sample |
|
Asian / Asian British Bangladeshi |
0% |
0% |
|
Asian / Asian British Indian |
1% |
0% |
|
Asian / Asian British Other |
0% |
0% |
|
Asian / Asian British Pakistani |
1% |
1% |
|
Black / Black British Caribbean |
0% |
0% |
|
Black / Black British African |
1% |
1% |
|
Chinese / Other ethnic group |
0% |
0% |
|
Mixed Other |
1% |
0% |
|
Mixed White & Asian |
0% |
0% |
|
Mixed White & Black African |
0% |
0% |
|
Other |
1% |
0% |
|
Refused |
1% |
1% |
|
White British |
63% |
63% |
|
White Irish |
0% |
0% |
|
White Other Background |
5% |
5% |
|
Unknown |
28% |
27% |
|
|
|
|
|
Building Type |
Population |
Sample |
|
New |
99% |
99% |
|
Semi |
1% |
1% |
|
Unknown |
1% |
1% |
|
|
|
|
|
MGT Area |
Population |
Sample |
|
Central |
12% |
12% |
|
East |
46% |
44% |
|
West |
43% |
44% |
|
|
|
|
|
Age Group |
Population |
Sample |
|
0 - 24 |
4% |
4% |
|
25 - 34 |
34% |
33% |
|
35 - 44 |
27% |
25% |
|
45 - 54 |
17% |
17% |
|
55 - 59 |
5% |
6% |
|
60 - 64 |
5% |
6% |
|
65 - 74 |
5% |
6% |
|
75 - 84 |
2% |
1% |
|
85 + |
2% |
0% |
|
|
|
|
|
Property Type |
Population |
Sample |
|
Bungalow |
2% |
2% |
|
House |
98% |
98% |
|
|
|
|
|
Local Authority |
Population |
Sample |
|
BCC |
4% |
4% |
|
BDC |
0% |
0% |
|
BMBC |
2% |
2% |
|
CDC |
1% |
1% |
|
ERY |
15% |
14% |
|
HBC |
3% |
3% |
|
HDC |
3% |
3% |
|
KMC |
1% |
2% |
|
LCC |
2% |
1% |
|
RMBC |
1% |
1% |
|
SDC |
6% |
6% |
|
WMDC |
61% |
63% |
The Tenant Satisfaction Measures (TSM) Standard mandates that all registered providers develop and report TSMs in accordance with the guidelines set by the regulator. As part of this requirement, it is necessary for Vico Homes to inform its customers about its approach to conducting the TSM Perception survey and collecting data.
This outlines the methodology and the criteria specified in the Regulator of Social Housing’s publication, Tenant Satisfaction Measures Return.
The Tenant Satisfaction Measures (TSM) Standard requires all registered providers to conduct tenant perception surveys and report performance annually as specified by the RSH. TSMs are intended to make landlords’ performance more visible to tenants so that tenants can hold their landlord to account. TSMs consist of 22 measures: 10 providing management information from data held by the landlord and 12 satisfaction measures gathered from tenant surveys. In addition to overall satisfaction with landlord services, the measures cover five key themes:
- Keeping properties in good repair
- Maintaining building safety
- Respectful and helpful engagement
- Responsible neighbourhood management
- Effective handling of complaints
Providers must publish a summary of the survey approach used to generate published tenant perception measures. This must be made clearly available alongside each set of tenant perception measures published by the provider.
Summary of achieved sample and sample method
We worked with Acuity Research and Practice Ltd, an accredited organisation that is dedicated to providing research services in the social housing sector. We use survey information to understand how our tenants feel about their homes and services, and how we can improve. Acuity was commissioned for collecting, generating and validating reported perception measures.
In 2024/25, we completed TSM surveys with a sample of tenants. The sample size was chosen to ensure that the level of statistical accuracy set out by the Regulator of Social Housing was met. We must ensure that we survey enough residents to meet a statistical accuracy (margin of error at 95% confidence interval) of +/- 3%.
During 2024/25, 2,248 LCRA TSM surveys were completed. We have 10,216 LCRA homes, which means that a statistical accuracy level of +/- 2.0% was achieved, which is a greater level of accuracy than required.
Timing of Survey
A total of 2,248 surveys were carried out between 17/062024 and 12/08/2024.
Collection Method(s)
The TSM Surveys were completed by telephone interviews using Acuity’s in-house telephone team. Tenants were also given the option of completing the survey online by email link. The rationale for using this methodology approach is:
- Accessibility and inclusivity: Ensuring accessibility for all tenants, which aligns with our goal of reaching a broad and representative sample.
- Engagement and data quality: Direct interaction over the phone tends to enhance engagement, allowing participants to answer clarifying questions and leading to more accurate and detailed responses. This is particularly valuable for nuanced satisfaction metrics.
- Response rates: Using this approach maximises the robustness of our data and ensures the results truly reflect the tenant base. Continuing to include a telephone aspect also allows us to be reactive to flags and alerts, which improves customer recovery.
- Reliability and consistency: Maintaining consistency with previous years' methodologies allows for more reliable trend analysis. It also enables richer information to be gathered.
- Independence: Using Acuity, an independent market research agency, means that participants are free from influence from the rest of the organisation.
Sample Method
Acuity contacted a random selection of current tenants from General Needs and Independent Living homes to participate in a telephone survey based on quotas set on tenure, area, and age. The survey is carefully scripted to ensure a professional and consistent process.
Survey responses are immediately shared with us and we then managed a follow- up and review process which includes both responding to feedback as necessary, and analysing the feedback, to understand how we can improve.
Representativeness
Representative checks were carried out to ensure that the survey was representative of the tenant population as a whole. The characteristics by which representativeness was determined were:
|
Neighbourhood |
Population |
Sample |
|
Castleford/Airedale |
14% |
12% |
|
Normanton/Featherstone |
13% |
12% |
|
Pontefract/Knottingley |
15% |
16% |
|
South East |
16% |
15% |
|
Wakefield City |
21% |
24% |
|
Wakefield North West |
12% |
11% |
|
Wakefield Rural |
7% |
6% |
|
Out of District |
3% |
4% |
|
|
|
|
|
Ethnicity |
Population |
Sample |
|
Asian / Asian British Bangladeshi |
0% |
0% |
|
Asian / Asian British Indian |
0% |
0% |
|
Asian / Asian British Other |
0% |
1% |
|
Asian / Asian British Pakistani |
1% |
1% |
|
Black / Black British Caribbean |
0% |
0% |
|
Black / Black British African |
1% |
1% |
|
Black / Black British Other |
0% |
0% |
|
Chinese / Other ethnic group |
0% |
0% |
|
Gypsy |
0% |
0% |
|
Irish Traveller |
0% |
0% |
|
Mixed Other |
0% |
0% |
|
Mixed White & Asian |
0% |
0% |
|
Mixed White & Black African |
0% |
0% |
|
Mixed White & black Caribbean |
0% |
0% |
|
Other |
1% |
2% |
|
Refused |
0% |
0% |
|
Romany |
0% |
0% |
|
White British |
89% |
80% |
|
White Irish |
0% |
0% |
|
White Other Background |
6% |
5% |
|
Unknown |
10% |
8% |
|
|
|
|
|
Building Type |
Population |
Sample |
|
Detached |
0% |
0% |
|
End Terrace |
9% |
9% |
|
High Rise |
2% |
2% |
|
Low-New |
0% |
0% |
|
Low Rise |
18% |
18% |
|
Med Rise |
0% |
0% |
|
Mid Terrace |
10% |
9% |
|
New |
8% |
10% |
|
No Data |
4% |
3% |
|
Semi |
48% |
48% |
|
|
|
|
|
MGT Area |
Population |
Sample |
|
Central |
28% |
27% |
|
East |
31% |
31% |
|
West |
40% |
42% |
|
|
|
|
|
Age Group |
Population |
Sample |
|
0 - 24 |
3% |
2% |
|
25 - 34 |
14% |
16% |
|
35 - 44 |
20% |
24% |
|
45 - 54 |
16% |
17% |
|
55 - 59 |
9% |
9% |
|
60 - 64 |
9% |
8% |
|
65 - 74 |
15% |
11% |
|
75 - 84 |
11% |
9% |
|
85 + |
4% |
4% |
|
|
|
|
|
Property Type |
Population |
Sample |
|
Adapted Bungalow |
0% |
0% |
|
Adapted Flat |
0% |
0% |
|
Bedsit |
0% |
0% |
|
Bungalow |
16% |
14% |
|
Extra Care Flat |
0% |
0% |
|
Flat |
19% |
19% |
|
House |
56% |
59% |
|
Independent Living Bedsit |
0% |
0% |
|
Independent Living Bungalow |
2% |
2% |
|
Independent Living Flat |
1% |
1% |
|
Independent Living Single Persons Flat |
1% |
0% |
|
Maisonette |
2% |
1% |
|
Multi-Storey Flat |
2% |
2% |
|
Single Person Flat |
0% |
0% |
|
Staff Multi-Storey Flat |
0% |
0% |
|
|
|
|
|
Local Authority |
Population |
Sample |
|
BCC |
0% |
0% |
|
BMBC |
0% |
1% |
|
CDC |
0% |
0% |
|
DMDC |
0% |
0% |
|
ERY |
2% |
2% |
|
HBC |
0% |
0% |
|
HDC |
0% |
0% |
|
RMBC |
0% |
0% |
|
SDC |
0% |
1% |
|
WMDC |
97% |
96% |
|
YCC |
0% |
0% |
|
Question number |
Question text |
Question type |
Rating Scale |
Routing |
Dependencies |
|
Hello, may I speak to [residents name] Please? |
|||||
|
Before we start I need to make you aware that I work for an independent research agency called Acuity, working on behalf of Vico Homes. All calls will be recorded for training and quality purposes and we are bound by the Market Research Society Code of Conduct. Any information that you give us will be treated in confidence and will be used to find ways of improving the service that Vico Homes provides. |
|
||||
|
The survey will be used to calculate annual tenant satisfaction measures to be published by Vico Homes and reported back to the Regulator of Social Housing. |
|
||||
|
If tenants would like to contact Vico Homes they can use the following phone number: 0345 8 507 507 |
|
||||
|
CLIENT BRIEF/INSTRUCTIONS: |
|
||||
|
1 |
Taking everything into account, how satisfied or dissatisfied are you with the service provided by Vico Homes? |
Radio |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
||
|
1a |
Please can you explain why you are satisfied? |
Text200 |
n/a |
1 = Very satisfied, Fairly satisfied |
|
|
1b |
What could Vico Homes do to improve your satisfaction with the service? |
Text200 |
n/a |
1 = Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
|
|
2 |
How satisfied or dissatisfied are you that Vico Homes provides a home that is well maintained? |
Radio |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
Stock Type = LCRA |
|
|
3 |
Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Vico Homes provides a home that is safe? (Please read all response options). |
Radio |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know |
||
|
4 |
If you are not satisfied that your home is well maintained and/or safe, please explain why and what could be done to improve this. |
Text200 |
n/a |
2 = Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied OR 3 = Neither satisfied nor dissatisfied OR 3 = Fairly dissatisfied OR 3 = Very dissatisfied |
|
|
5 |
Do you live in a building with communal areas, either inside or outside, that Vico Homes is responsible for maintaining? |
Radio |
Yes, No, Don`t know |
||
|
6 |
How satisfied or dissatisfied are you that Vico Homes keeps these communal areas clean and well maintained? |
Radio |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
5 = Yes |
|
|
7 |
Has Vico Homes carried out a repair to your home in the last 12 months? |
Radio |
Yes, No |
Stock Type = LCRA |
|
|
8 |
How satisfied or dissatisfied are you with the overall repairs service from Vico Homes over the last 12 months? |
Radio |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
7 = Yes |
|
|
9 |
How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it? |
Radio |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
7 = Yes |
|
|
10 |
If you are not satisfied with the repairs and maintenance service, please provide more information and what Vico Homes could improve. |
Text200 |
n/a |
8 = Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied OR 9 = Neither satisfied nor dissatisfied OR 9 = Fairly dissatisfied OR 9 = Very dissatisfied |
|
|
11 |
How satisfied or dissatisfied are you that Vico homes listens to your views and acts upon them? (Please read all response options). |
Radio |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know |
||
|
12 |
How satisfied or dissatisfied are you that Vico Homes keeps you informed about things that matter to you? (Please read all response options). |
Radio |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know |
||
|
13 |
To what extent do you agree or disagree with the following `Vico Homes treats me fairly and with respect`? (Please read all response options). |
Radio |
Strongly agree, Agree, Neither agree nor disagree, Disagree, Strongly disagree, Not applicable / Don`t know |
||
|
14 |
How satisfied or dissatisfied are you that Vico Homes makes a positive contribution to your neighbourhood? (Please read all response options). |
Radio |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know |
||
|
15 |
How satisfied or dissatisfied are you with Vico Homes's approach to handling anti-social behaviour? (Please read all response options). |
Radio |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know |
||
|
16 |
Have you made a complaint to Vico Homes in the last 12 months? |
Radio |
Yes, No |
||
|
17 |
How satisfied or dissatisfied are you with Vico Homes's approach to complaints handling? |
Radio |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
16 = Yes |
|
|
18 |
How satisfied or dissatisfied are you that your rent provides value for money? |
Radio |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
||
|
19 |
Do you feel supported by Vico homes to successfully maintain your tenancy? |
Radio |
Yes, No, No opinion, No opinion |
||
|
20 |
If Vico Homes could make one improvement, what should it be? |
Text200 |
n/a |
||
|
P1 |
The results of this survey are confidential. However, would you be happy for us to give your responses to Vico Homes with your name attached so that they have better information to help them improve services? |
Radio |
Yes, No |
||
|
P2 |
Would you be happy for Vico Homes to contact you to follow up any of the comments or issues you have raised? |
Radio |
Yes, No |
P1 = Yes |
|
|
We have now come to the end of the survey. Just to confirm my name is _________ and I've been calling from Acuity on behalf of Vico Homes, thank you very much for your time in completing the survey. [If resident asks for contact details to check this is a genuine piece of market research: Acuity – Tel: 01273 287114, alternatively The Market Research Society (of which Acuity is a member) Tel: 0800 975 9596] |
|
|
|
Overall satisfaction |
Low cost rental accommodation (LCRA) |
Low cost home ownership (LCHO) |
|
|
TP01 |
Proportion of respondents who report that they are satisfied with the overall service from their landlord. |
82.8% |
67.2% |
|
Keeping properties in good repair |
|||
|
RP01 |
Proportion of homes that do not meet the Decent Homes Standard. |
0.0% |
Not applicable |
|
RP02 (1) |
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale |
54.4% |
Not applicable |
|
RP02 (2) |
Proportion of emergency responsive repairs completed within the landlord’s target timescale |
88.5% |
Not applicable |
|
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. |
86.6% |
Not applicable |
|
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. |
83% |
Not applicable |
|
TP04 |
Proportion of respondents who report that they are satisfied that their home is well maintained. |
83.4% |
Not applicable |
|
Maintaining building safety |
|||
|
BS01 |
Proportion of homes for which all required gas safety checks have been carried out. |
100% |
Not applicable |
|
BS02 |
Proportion of homes for which all required fire risk assessments have been carried out. |
100% |
Not applicable |
|
BS03 |
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. |
100% |
Not applicable |
|
BS04 |
Proportion of homes for which all required legionella risk assessments have been carried out. |
100% |
Not applicable |
|
BS05 |
Proportion of homes for which all required communal passenger lift safety checks have been carried out. |
100% |
Not applicable |
|
TP05 |
Proportion of respondents who report that they are satisfied that their home is safe. |
87.2% |
82.8% |
|
Effective handling of complaints |
|||
|
CH01(1) |
Number of stage one complaints received per 1,000 homes: |
7 |
3 |
|
CH01(2) |
Number of stage two complaints received per 1,000 homes: |
1 |
0 |
|
CH02(1) |
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. |
98.7% |
100% |
|
CH02(2) |
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. |
100% |
100% |
|
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. |
42.9% |
50% |
|
Respectful and helpful engagement |
|||
|
TP06 |
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. |
73.6% |
53.5% |
|
TP07 |
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. |
81.9% |
53.8% |
|
TP08 |
Proportion of respondents who report that they agree their landlord treats them fairly and with respect. |
84.2% |
61.7% |
|
Responsible neighbourhood management |
|||
|
NM01(1) |
Number of anti-social behaviour cases opened, per 1,000 homes. |
189 |
Not applicable |
|
NM01(2) |
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes |
2 |
Not applicable |
|
TP10 |
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. |
74.6% |
14.3% |
|
TP11 |
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. |
74.5% |
62.2% |
|
TP12 |
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour. |
62.1% |
42.4% |
WDH’s survey achieved a sample size of 2,512 including partial responses. There were 2,448 responses from tenants in low cost rental accommodation (LCRA) properties and 64 responses from respondents living in low cost home ownership (LCHO) properties.
The survey was carried out between 25 July 2023 and 22 August 2023 and responses were collected during telephone interviews. The survey was carried out using a random sampling method. For a landlord the size of WDH, the Regulator requires results to be accurate to within a margin of error of ±2% at the 95% confidence level, which would require responses from 2,222 residents. However, WDH opted to increase the sample beyond this level, meaning the overall results are high enough to conclude that the findings are accurate to within ±1.8%. Quotas were also used on telephone surveys on tenure, area and age to achieve a more representative sample. No weighting was applied to the results due to the level of accuracy achieved.
WDH’s survey was carried out by Acuity Research and Practice Ltd., who generated and validated the reported perception measures. No households were excluded due to exceptional circumstances and no incentives were offered to respondents.
When the survey was carried out, WDH had not crossed the LCHO reporting threshold of 1,000 properties specified in the RSH’s TSM Tenant Survey Requirements. WDH’s survey provider delivered a survey that exceeded the minimum LCRA sample size required to achieve statistical accuracy at the time of the survey, and included a proportionate number of responses from the relevant LCHO population. In quarter 4 of 2023 / 2024, WDH crossed the reporting threshold for LCHO but was unable to run an additional survey to generate responses that were proportionate to the relevant LCHO population by year end, meaning that the results reported for LCHO for 2023 /2024 do not meet the minimum level of statistical accuracy.
WDH began to plan its 2024 / 2025 survey in February 2024. The LCRA and LCHO surveys can will be split and run proportionately within themselves and disproportionately to each other. Given that WDH now owns just over 1,000 LCHO units and that the relevant population is just over 900, WDH will take a census approach and make every effort to achieve the level of accuracy required. This may be challenging given the small relevant LCHO population, but WDH understands that where it is not possible to achieve this level of statistical accuracy, employing a census approach will be sufficient to meet this requirement.
WDH is not aware of any other methodological issues likely to have a material impact on the tenant perception measures reported.
Soft Validations
TSM0250 Sect 2 Q4d CH02 (2) LCHO –
There were no stage 2 complaints for LCHO properties in 2023/24 therefore the value added was 0%. Inputting 100% of complaints within timescale does not alter the soft validation and as there were no complaints of this nature, we felt that inputting 0 was the right response.
TSM0277 Sect 2 Q4e TP10 LCHO –
This has had a low response rate of just 7 people as our portfolio LCHO properties that have a communal area are very low. Given that WDH now owns just over 1,000 LCHO units and that the relevant population is just over 900, WDH will take a census approach and make every effort to achieve the level of accuracy required. This will mean that we will receive more representative feedback for this criterion which will help us to improve our services.