Tenant Satisfaction Measures

Listening to our customers to shape better services.

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We’re committed to listening to customers about what they think about our services, so we can continue to improve.

See our latest performance for our customers.

The Tenant Satisfaction Measures (TSMs), introduced by the Regulator of Social Housing in April 2023, are another way for customers to provide feedback and to understand our performance.

There are 22 TSMs, all set by the Regulator of Social Housing, which social housing providers like Hyde must ask customers, or which we provide performance information in response to.

We’ve asked an independent research company to ask a representative sample of our tenants and shared owners a set of perception questions at least once a year. Questions cover things like how we repair and maintain homes, whether we listen and respond to their feedback, and their overall satisfaction with the services we provide.

As these are perception questions, they’re different to the other satisfaction measures we’ve traditionally used to measure our performance for customers; those are based on direct feedback from customers after they’ve received a service from us.

We also report our performance in ten operational areas, including building safety compliance checks and how we manage complaints, and anti-social behaviour.

As well as publishing them on our website, we’ll publish our TSMs in our Annual Report and in our Annual Review for Customers, and in a range of formats, so they’re accessible to everyone.

Our Tenant Satisfaction Measures results

Building safety and compliance

Building safety and compliance are key Tenant Satisfaction Measures. We are committed to meeting high standards, with near-perfect completion rates for fire, gas, asbestos, and legionella checks, as well as maintaining the Decent Homes Standard. The results below show our performance for the financial year 2023/24.

100%

Homes requiring a fire risk assessment that have had one completed

97.1%

Homes requiring a gas safety check that have had one completed (100%*)

100%

Homes requiring an asbestos check that have had one completed

99%

Homes requiring a legionella check that have had one completed (100%*)

1.7%

Homes not meeting the Decent Homes Standard

99.3%

Buildings with passenger lifts that have had a lift safety check (100%*)

  • Figures show measures for homes managed by Hyde and our managing agents.
  • *Homes managed by Hyde only

Customer satisfaction

Customer satisfaction is one of our key Tenant Satisfaction Measures (TSMS). By gathering feedback from tenants and shared owners, we can continuously improve our services, from overall satisfaction to repairs.

Overall satisfaction

60.7%

Rented homes

38.8%

Shared ownership

Satisfaction with repairs

59.7%

Rented homes

n/a

Shared ownership

Satisfaction with time taken to complete the most recent repair

58.3%

Rented homes

n/a

Shared ownership

Satisfaction that the home is well-maintained

62.7%

Rented homes

n/a

Shared ownership

Satisfaction that the home is safe

71.3%

Rented homes

57.2%

Shared ownership

Satisfaction that we listen to tenants' views and act upon them

51.7%

Rented homes

28.7%

Shared ownership

Satisfaction that we keep tenants informed about things that matter to them

63.6%

Rented homes

50.0%

Shared ownership

Agreement that we treat tenants fairly and with respect

66.7%

Rented homes

49.4%

Shared ownership

Satisfaction with how we handle complaints

29.9%

Rented homes

14.1%

Shared ownership

Satisfaction that we keep communal areas clean and well-maintained

62.1%

Rented homes

43.3%

Shared ownership

Satisfaction that we make a positive contribution to the neighbourhood

52.6%

Rented homes

30.2%

Shared ownership

Satisfaction with how we handle anti-social behaviour

57.1%

Rented homes

32.4%

Shared ownership

Repairs, complaints and antisocial behaviour

Repairs
- proportion of repairs completed within target timescale

81.7%

Non-emergency (rented homes)

98.5%

Emergency (rented homes)

Stage 1 complaints
responded to within the Housing Ombudsman’s Complaint handling code timescales

82.1%

Rented homes

72.9%

Shared ownership

Stage 1 complaints
received per 1,000 homes

119.9

Rented homes

77.4

Shared ownership

Stage 2 complaints
responded to within the Housing Ombudsman’s Complaint handling code timescales

86.6%

Rented homes

77%

Shared ownership

Stage 2 complaints
received per 1,000 homes

17.5

Rented homes

13.9

Shared ownership

Antisocial behaviour
cases opened per 1,000 homes

40.2
0.6

Involving hate incidents