In 2023, the Regulator of Social Housing (The Regulator) brought in a new regulatory requirement. This is the second year that FAHHA, as a small social housing provider, has carried out and published the results of Tenant Satisfaction Measures (TSMs).
The TSMs are required by the Regulator to be published by the landlord of the residents. Although FAHHA has engaged four local managing partners (Managing Partners) to manage its housing schemes, FAHHA is, currently, the landlord of 89 shared ownership leasehold households as well as the 89 households living in FAHHA’s rented homes and is therefore responsible for publishing the TSM results for all of these households.
The TSM surveys were carried out by FAHHA’s four Managing Partners and a summary of the survey approach adopted by each of them and the results of the TSMs (both gathered from surveys of residents and generated from management information) are set out below.
Copies of the four surveys can also be accessed here:
The references in the tables below in brackets refer to the TSM numbering and to the relevant paragraph from the TSM Technical Requirements.
If this information has made you think about what we do and how we do it, you might want to tell us about it. You can give us feedback and let us know your thoughts by emailing info@fundingaffordablehomes.com
| Number of responses (pp 35 a) | 50 out of 178 households |
| Timing of survey (pp 35 b) | June/July 2024, Sept/Nov 2024, Feb/March 2025 |
| Collection method(s) (pp 35 c) | 1. Online through a link set by post and reminders sent by text. 2. Through a unique link to the survey sent via: • text message (where we didn’t hold an email address but had mobile numbers) • post (where we didn’t hold an email address or mobile number, including digitally excluded tenants) 3. By face-to-face appointment and telephone call from member of Managing Partner’s Customer Service Directorate. 4. Microsoft forms, phone calls and door knocking. |
| Sample method (pp 35 d) | Census Survey |
| Role of any named external contractor in collecting, generating or validating the perception measures (pp 35 g) | One Managing Partner conducted survey in-house with advice from The Leadership Factor (TLF) |
| Type and amount of incentives offered (pp 35 j) | Two Managing Partners offered entry to a prize draw to win a £100 and £150 voucher respectively; one Managing Partner donated £1 to a local charity for every survey completed. |
| Methodological issues likely to have material impact on tenant perception measures reported (pp 35 k) | None |
| Questionnaires used to generate the survey responses, including additional questions/introductory or explanatory wording (pp 36) | Link to four surveys provided on front sheet. |
| Total Number of respondents | 50 out of 178 |
| Proportion of respondents who report that they are satisfied with the overall service from their landlord (TP01) | 68% |
| Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service (TP02) Low Cost Rented Accommodation (LCRA) only | 33.34% (only 3 responses) |
| 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 the most recent repair (TP03) LCRA only | 0% (only 3 responses) |
| Proportion of residents who report that they are satisfied that their home is well maintained (YP04) LCRA only | 44.45% |
| Proportion of respondents who report that they are satisfied that their home is safe (TP05) | 79.59% |
| Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them (TP06) | 56.25% |
| Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them (TP07) | 78% |
| Proportion of respondents who report that they agree their landlord treats them fairly and with respect (TP08) | 89.58% |
| Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling (TP09) | 33.33% |
| Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained (TP10) | 69.57% |
| Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood (TP11) | 70% |
| Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour (TP12) | 45.45% |
| Complaints relative to the size of the landlord (CH01): Number of: 1. Stage one complaints and 2. Stage two complaints | 1. Stage 1: 56.07 2. Stage 2: None |
| Received per 1,000 homes | Per 1,000 homes |
| Complaints responded to within the Housing Ombudsman’s Complaints Handling Code timescales (CH02): Proportion of: 1. Stage one complaints responded to within 10 working days and 2. Stage two complaints responded to within 20 working days | 1. Stage 1: 83.33% 2. Stage 2: No Stage two complaints |
| Anti-social behaviour cases relative to the size of the landlord (NM01): Number of: 1. Anti-social behaviour cases, of which 2. Anti-social behaviour cases that involve hate incidents | 1. 51.40 2. None involving hate incidents |
| Opened per 1,000 homes | Per 1,000 homes |
| Proportion of homes that do not meet the Decent Homes Standard (RP01) LCRA only | None |
| Proportion of: 1. Non-emergency and 2. Emergency Responsive repairs completed within the landlord’s target timescale (RP02) | 1. Non-emergency: 98.99% 2. Emergency: 100% |
| Proportion of homes for which all required gas safety checks have been carried out (BS01) | None required |
| Proportion of homes for which all required fire risk assessments have been carried out (BS02) | 100% |
| Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out (BS03) | None required |
| Proportion of homes for which all required legionella risk assessments have been carried out (BS04) | 100% |
| Proportion of homes for which all required communal passenger lift safety checks have been carried out (BS05) | 100% |