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- TSM 2024 rent
TSM 2024 rent
Rental households' results
Overall satisfaction
- Overall satisfaction with our service
Satisfied
Neutral
Dissatisfied
83%
12%
5%
Satisfaction data is from TSM survey September 2023
Keeping properties in good repair
- Repairs over the last 12 months
Satisfaction with repairs:
Satisfied
Neutral
Dissatisfied
81%
9%
10%
Satisfaction data is from TSM survey September 2023
Repairs completed within target time*:
- Emergency: 63%
- Non-emergency: 51%
Homes that do NOT meet the Decent Homes Standard*:
- 0.81%
* Data is for year 01 April 2023 - 31 March 2024
- Satisfaction with time taken to complete the most recent repair
Satisfied
Neutral
Dissatisfied
78%
4%
18%
Satisfaction data is from TSM survey September 2023
- Satisfaction that your home is well maintained
Satisfied
Neutral
Dissatisfied
85%
9%
6%
Satisfaction data is from TSM survey September 2023
Maintaining building safety
- Satisfaction that your home is safe
Satisfied
Neutral
Dissatisfied
91%
6%
2%
Satisfaction data is from TSM survey September 2023
Safety check compliance*:
Gas safety checks
Fire safety checks
Asbestos safety checks
Water safety checks
Lift safety checks
100%
100%
96%
n/a
n/a
* Data is for year 01 April 2023 - 31 March 2024
Respectful and helpful engagement
- Satisfaction that we listen to and act upon your views
Satisfied
Neutral
Dissatisfied
74%
18%
8%
Satisfaction data is from TSM survey September 2023
- Satisfaction that we keep you informed about the things that matter
Satisfied
Neutral
Dissatisfied
81%
17%
2%
Satisfaction data is from TSM survey September 2023
- Satisfaction that we treat you fairly and with respect
Agree
Neutral
Disagree
88%
9%
3%
Satisfaction data is from TSM survey September 2023
Effective handling of complaints
- Satisfaction with our approach to handling complaints
Satisfied
Neutral
Dissatisfied
65%
15%
19%
The above question was only asked to those who answered 'Yes' to the question 'Have you made a complaint to WRHA in the last 12 months?'
Yes
No
21.5% (26 people)
78.5%
Satisfaction data is from TSM survey September 2023
- Number of complaints
Complaints relative to the size of the landlord - based on the number of complaints the landlord receives for each 1,000 homes they own*:
- Stage one: 37 per 1,000 homes
- Stage two: 12 per 1,000 homes
Actual number of complaints*:
- Stage one: 18 from 492 homes
- Stage two: 6 from 492 homes
Stage one and two refer to stages in our complaints process.
* Data is for year 01 April 2023 - 31 March 2024
- Complaints responded to within Complaint Handling Code timescales
Complaints responded to within Complaint Handling Code timescales*:
100%
* Data is for year 01 April 2023 - 31 March 2024
Responsible neighbourhood management
- Satisfaction that we keep communal areas clean and well maintained
Satisfied
Neutral
Dissatisfied
64.5%
14.5%
21%
Satisfaction data is from TSM survey September 2023
- Satisfaction that we make a positive contribution to our neighbourhoods
Satisfied
Neutral
Dissatisfied
67%
28%
5%
Satisfaction data is from TSM survey September 2023
- Satisfaction with our approach to handling anti-social behaviour
Satisfied
Neutral
Dissatisfied
63%
31%
6%
We asked those who answered the above question if they had ever reported a case of anti-social behaviour to WRHA:
Yes
No
16% (19 people)
84%
Satisfaction data is from TSM survey September 2023
- Number of antisocial behaviour cases
Anti-social behaviour (ASB) cases relative to the size of the landlord - based on the number of ASB cases opened for each 1,000 homes they own*:
82 per 1,000 homes
Actual number of ASB cases*:
49 cases from 594 homes
There were no ASB cases involving hate incidents.
* Data is for year 01 April 2023 - 31 March 2024. And is for all homes (rented and shared owners).
Customer care team
- Satisfaction with our customer care team
Satisfied
Neutral
Dissatisfied
88%
9%
3%
Satisfaction data is from TSM survey September 2023