Tenant Satisfaction Measures 2024/25 half yearly report

We completed the second series of TSM surveys for the 2024/25 year in September.

The TSM satisfaction scores from the tenant perception survey, as well as the management information measures that we also report on can be viewed by clicking the drop-downs below.

These results, along with details on how we're continuing to improve, based on what our tenants are telling us, will also be published in the winter edition of our tenant newsletter, Nottingham Council Housing News out at the end of November.

TSM satisfaction based measure (from tenant perception survey)	Quarter 1 result	Quarter 2 result
Overall satisfaction
Overall satisfaction with services provided	56%	61%
Keeping properties in good repair
Satisfaction with repairs we've done in the last 12 months	65%	61%
Satisfaction with the time taken to complete the most recent repair	56%	55%
Satisfaction that the home is well maintained	64%	63%
Maintaining building safety
Satisfaction that the home is safe	77%	79%
Effective handling of complaints
Satisfaction with the way we handle complaints	39%	30%
Respectful and helpful engagement
Satisfaction that we listen to tenant views and act on them	57%	53%
Satisfied that we keep you informed about things that matter to you	76%	72%
Agreement that we treat tenants fairly and with respect	77%	77%
Responsible neighbourhood management
Satisfaction that we keep communal areas clean and well maintained	62%	59%
Satisfaction that we make a positive contribution to your neighbourhood	63%	61%
Satisfied with the way we deal with anti-social behaviour	65%	64%

TSM Management Information Measure	Quarter 1 result	Quarter 2 result
Decent Homes Standard
Percentage of homes that don't meet the Decent Homes Standard	0.56%	3.72%
Repairs completed within target timescale
Percentage of emergency responsive repairs completed within the landlord's target timescale	86.19%	79.57%
Percentage of non-emergency responsive repairs completed within the landlord's target timescale	72.9%	82.66%
Safety checks
Percentage of homes for which all required gas safety checks have been carried out	99.96%	99.66%
Percentage of homes for which all required fire risk assessments have been carried out	100%	Awaiting result
Percentage of homes for which all required asbestos management surveys or re-inspections have been carried out	100%	Awaiting result
Percentage of homes for which all required legionella risk assessments have been carried out	100%	Awaiting result
Percentage of homes for which all required communal passenger lift safety checks have been carried out	100%	Awaiting result
Complaints
Number of stage one complaints received per 1,000 homes	54.53	54.77
Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales	88.71%	90.66%
Number of stage two complaints received per 1,000 homes	6.24	6.46
Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales	90%	89.66%
ASB cases relative to landlord size
Number of anti-social behaviour cases opened per 1,000 homes	26.3	25.79
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes	0.71	0.59

Nottingham City Council Housing Services
Registered Office: Loxley House, Station Street, Nottingham, NG2 3NG.
Registered in England and Wales.

Tenant Satisfaction Measures 2024/25 half yearly report

TSM satisfaction scores from tenant perception survey Q1 and Q2 2024/25

Management information measure scores Q1 and Q2 2024/25