Tenant satisfaction measures this year

TSMs

The government body called The Regulator of Social Housing (ROSH) has set the following Tenant Satisfaction Measures which housing associations must report on each year. These are a core set of defined measures to help tenants see how well their landlord is performing. 

As we have less than one thousand low cost home ownership properties, ROSH require that we provide data for our renting household only, rather than providing both rent and low cost home ownership as we have on our quarterly reporting.

For more detail on how these are compiled, you can see our TSM methodology and TSM perception survey in detail here. 

Building safety

Performance: Building safety
  Tenant satisfaction measure Westward performance in 2024-25

Benchmarking pending    2024-25

 Westward performance in 2023-24

Benchmarking Landlord Median   2023-24
Gas safety Proportion of homes for which all required gas safety checks have been carried out 100%   100% 99.9%
Fire safety Proportion of homes for which all fire risk assessments have been carried out 100%   100% 100%
Asbestos safety Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out 99.9%   99% 100%
Water safety from legionella Proportion of homes for which all required legionella risk assessments have been carried out 100%   100% 100%
Lift safety Proportion of homes for which all required communal passenger lift safety checks have been carried out 100%   100% 100%

 

Anti-social behaviour

Performance: Anti-social benhaviour
  Tenant Satisfaction Measure Westward performance in 2024-25 Benchmarking pending 2024-25 Westward performance in 2023-24

Benchmarking Landlord Median  2023-24
Number of ASB cases Number of anti-social behaviour cases, opened per 1,000 homes 6.7   9.2 35.5
Number of ASB cases Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes 0.1   1.5 0.6

 

Decent Homes Standard and Repairs

Performance: Decent Homes Standard and Repairs
  Tenant Satisfaction Measure Westward performance in 2024-25 Benchmarking pending 2024-25 Westward performance in 2023-24 Benchmarking Landlord Median 2023-24 Target timescales
Decent Homes Standard Proportion of homes that do not meet the Decent Homes Standard (applies to rented homes only) 3.8%   0% 0.5%  
Responsive repairs timescales Proportion of non-emergency responsive repairs completed within the landlord's target timescale (applies to rented homes only) 83.2%   77.1% 81.3% 60 working days
Responsive repairs timescales Proportion of emergency responsive repairs completed within the landlord's target timescale (applies to rented homes only) 96.6%   95.8% 95.3% 24 hours

 

Complaints

Performance: Complaints
  Tenant Satisfaction Measure Westward performance in 2024-25 Benchmarking pending 2024-25 Westward performance in 2023-24 Benchmarking Landlord Median  2023-24
Complaint TSM Number of stage one complaints received per 1,000 homes 69.6   55

48.2

rented only

 
Complaint TSM Number of stage two complaints received per 1,000 homes 9.0   7

6.0

rented only
Complaint timescales Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales 94.8%   89%

86.9% 

rented only
Complaint timescales Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales 84.2%   74%

87.5%

rented only

 

Tenant perception measures

Performance: Tenant Perception Measures
  Tenant perception measure Westward performance in 2024-25 Benchmarking pending 2024-25 Westward performance in 2023-24 Benchmarking Landlord Median  2023-24 Trend
Overall satisfaction Proportion of respondents who report that they are satisfied with the overall service from their landlord 79.6%   78.1% 73.2% Green
Repairs satisfaction 12 months Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service (rented homes only) 79%   76% 73.3% Green
Repairs time taken 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 (rented homes only) 73.3%   76% 69.4% Red
Well maintained home Proportion of respondents who report that they are satisfied that their home is well maintained 77.4%   76.9% 72.7% Amber
Home is safe Proportion of respondents who report that they are satisfied that their home is safe 83.2%   84.5% 79.0% Red
Listens to views and acts upon them Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them 68.9%   65.8% 63.3% Green
Informed about things that matter Proportion of respondents who report that their landlord keeps them informed about things that matter to them 74.5%   73.1% 72.8% Green
Treated fairly and with respect Proportion of respondents who report that they agree that their landlord treats them fairly and with respect 83.2%   82.1% 79.4% Green
Complaints handling satisfaction Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord's approach to complaint handling 41.6%   39.6% 37.0% Green
Communal areas clean and well maintained Proportion of respondents with communal areas who report that they are satisfied that their landlords keeps communal areas clean and well maintained 66.7%   67.3% 66.8% Amber
Positive contribution to the neighbourhood Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood 64.6%   61% 64.7% Green
ASB handling satisfaction Proportion of respondents who report that they are satisfied with their landlord's approach to handling anti-social behaviour 64.5%   63.1% 61.0% Green