Search the website

Tenant Satisfaction Measures

An elderly woman and man sitting on a burgundy leather sofa in a family living room. The woman is feeding an orange and black coloured cat

On this page

What’s a Tenant Satisfaction Measure

Tenant Satisfaction Measures (TSMs) tell us how well we perform on the things most important to our customers.   

TSMs cover two categories: Low-Cost Rented Accommodation (LCRA), covering those who rent, and Low-Cost Homeownership (LCHO), mostly shared owners.  

We’re scored against a total of 22 TSMs. Twelve of the measures are based on resident perception by asking what those surveyed think of our services. The remaining 10 measures are based on the performance figures we collect across our operations and mostly relate to legal compliance.  

Our TSM results are shared with the Regulator of Social Housing and used to drive change where we need to improve. 

An elderly woman wearing a blue flowery top and black trousers sitting on a grey sofa smiling with a younger woman wearing a black suit and a Sanctuary lanyard

Our results for 2023-24

Most of the results on this page show a combined figure for how the Group’s regulated housing services – Sanctuary, the former Swan brand and Johnnie Johnson Housing – performed during 2023-24. 

Two independent agencies spoke to a total of 3,884 residents between 1 April 2023 and 29 January 2024. 

Residents were selected using a mixed method approach, making the survey more inclusive.

What we are measuring

We’ve grouped the measures under the six themes set out below. Some measures have separate results for low-cost rented and low-cost homeownership.

null

 

1. Overall satisfaction

null

 

2. Keeping properties in good repair

null

 

3. Maintaining building safety and safety checks

null

 

4. Respectful and helpful engagement

null

 

5. Responsible neighbourhood management

null

 

6. Effective handling of complaints

1. Overall satisfaction

TSM: Overall Satisfaction

null

 

66.5% (tenants)

TSM: Overall Satisfaction

null

 

50.1% (owners)

Neither of our overall satisfaction scores shown above were as high as we’d like them to be but we’ve already seen improvements.  

The score for our rented homes increased by 6.7% compared to 2022-23 thanks to changes we’ve made and are making to how our teams work. We want to create a local relationship with residents who are proud to live in a good, affordable, safe and secure Sanctuary home. The changes we’ve made are giving us a much more local approach to service delivery.

We know we need to do better for our shared owners and are working hard to improve things they’ve told us is important to them. This includes being clearer about what homeowners are responsible for and about what’s covered by service charges.  

A supported service user and a member of staff sat together and smiling, they are sat on a brown leather sofa, in front of a laptop on top of a coffee table.

2. Keeping properties in good repair

TSM: Satisfaction with repairs

   

null

 

68.8% (tenants)

TSM: Satisfaction with the time taken to

complete their most recent repair

null

 

61.5% (tenants)

As shown above, more than two in every three tenants were satisfied with our repair service. Most were also satisfied with the time we took to complete their most recent repair. 

The five ‘repair’ measures shown in this section do not apply to owners, who are responsible for repairing their own home.

TSM: Percentage of Sanctuary homes

not meeting the Decent Homes

Standard

null

 

0.4%

TSM: Percentage of Non-Emergency

Repairs completed within our target

timescale

null

 

67.5%

TSM: Percentage of Emergency Repairs

completed within our target timescale

 

null

 

88.2%

3. Maintaining building safety and safety checks

TSM: Satisfaction that their

home is well maintained

null

 

68.1% (tenants)

TSM: Satisfaction that their

home is safe

null

 

76.0% (tenants)

TSM: Satisfaction that their

home is safe

null

 

76.6% (owners)

A sanctuary maintenance worker wearing a grey jumper and black baseball cap using a red screwdriver to screw in a white plug socket into a white wall

As shown above, three in every four residents surveyed thought their home was safe, while more than two thirds of tenants thought their home was well maintained. 

Regarding the figures shown below, we aim to complete 100% of safety checks on time. We’re occasionally unable to get access to someone’s home or equipment but do what we can to keep everyone safe.

TSM: Gas Safety Check

compliance

null

 

99.3%

TSM: Fire Safety Check

compliance

null

 

99.8%

TSM: Asbestos Safety Check

compliance

null

 

99.9%

TSM: Water Safety Check

compliance

null

 

99.8%

TSM: Lift Safety Check

compliance

null

 

85.0%

4. Respectful and helpful engagement

TSM: Satisfaction that Sanctuary listens

to residents’ views and acts upon them

 

null

 

53.2% (tenants)

39.1% (owners)

TSM: Satisfaction that Sanctuary keeps

residents informed about things

that matter to them

null

 

65.8% (tenants)

52.2% (owners)

TSM: Agreement that Sanctuary treats

residents fairly and with respect

 

null

 

75.1% (tenants)

59.1% (owners)

As shown above, just over half of our rented customers were satisfied we listen to them and act on their views. Almost two in every three thought we informed them about things that mattered. Three in every four rented customers felt we treated them fairly and with respect.  

You can see that the results for our shared owners were lower than tenants for all three of these ‘respectful and helpful engagement’ measures. We’re exploring changes to the way we engage with homeowners to improve these scores this year.

A woman sitting in a mobility scooter leaning back and laughing with a woman that is standing up, holding a clipboard and wearing a Sanctuary lanyard

5. Responsible neighbourhood management

TSM: Satisfaction that Sanctuary keeps

communal areas clean and well

maintained

null

 

68.8% (tenants)

51.4% (owners)

TSM: Satisfaction that Sanctuary makes

a positive contribution to

neighbourhoods

null

 

57.3%(tenants)

40.6%(owners)

TSM: Satisfaction with Sanctuary’s

approach to handling Antisocial

Behaviour

null

 

57.4%(tenants)

45.5%(owners)

A man wearing black trousers and a black Sanctuary jacket wearing gloves a picking up litter on an estate

Most of our rented customers thought we kept communal areas clean and well maintained, that we made a positive contribution to neighbourhoods, and were satisfied with our approach to handling antisocial behaviour.  

All three scores for these measures from shared owners were lower, but more than half were satisfied with how we clean and maintain communal spaces. 

TSM: The number of Antisocial Behaviour

cases for every 1000 of our homes

   

null

 

73.2

TSM: The number of Antisocial Behaviour

cases for every 1000 of our homes

involving hate incidents

null

 

0.9

6. Effective handling of complaints

TSM: Satisfaction with Sanctuary’s

approach to handling complaints

null

 

31.5% (tenants)

TSM: Satisfaction with Sanctuary’s

approach to handling complaints

null

 

20.2% (owners)

Nearly one in three tenants and around a fifth of homeowners said they were satisfied with our approach to handling complaints during 2023-24.  

Most landlords score lowest in this measure. We’re committed to making significant improvements and have already made changes to achieve this. 

TSM: Number of Stage 1 complaints

received for every 1000 of our homes

null

 

94.1 (tenants)

67.0 (owners)

TSM: Number of Stage 2 complaints

for every 1000 of our homes

null

 

15.6 (tenants)

14.7 (owners)

TSM: Percentage of Stage 1 complaints

responded to within the Housing Ombudsman’s

Complaint Handling Code timescale

null

 

76.1% (tenants)

80.0% (owners)

TSM: Percentage of Stage 2 complaints

responded to within the Housing Ombudsman’s

Complaint Handling Code timescale

null

 

64.2% (tenants)

85.7% (owners)