Tenant satisfaction measures

Tenant Satisfaction Measures (TSMs) were introduced nationwide by the Regulator of Social Housing last year to show how well social housing landlords are dealing with repairs, building safety, listening to residents and handling complaints.

The independent survey carried out by Acuity was a census of all 1,800 or residents carried out by postal questionnaire and followed by a telephone call, with 810 responses being received.

The key results were as follows:

• 94% are satisfied with the overall service from DAMHA
• 92% said they had a well maintained home
• 92% said they felt they had safe home
• 93% are satisfied with the time taken to complete their most recent repair
• 95% are satisfied with our repairs service
• 92% said they had been treated fairly & with respect by DAMHA
• 88% were satisfied with the way we keep them informed

The report says:  “Overall, the survey shows excellent levels of satisfaction with the services provided by DAMHA, with all 12 tenant satisfaction measures in the top quartile of all housing associations submitting their results to the Regulator in 2023/24.

“Dissatisfaction is very low, with no measures having more than 7% of residents dissatisfied apart from the handling of Anti-social behaviour (15%), and 25% dissatisfied with the handling of complaints.”

We are really pleased with the outcome of the survey but will never rest on our laurels and we are alreadt addressing the recommendations made in the report, which you can view in full here.