Tenant Satisfaction Measures
We are committed to listening to our tenants and want to understand what you think about our services, so we can continue to improve. One of the ways we do this is through tracking Tenant Satisfaction Measures. We use these alongside other performance data to understand how we are doing as a landlord. View our latest performance information.
What are Tenant Satisfaction Measures
Tenant Satisfaction Measures (TSMs) are another way we can gather your feedback and understand our performance as a landlord.
Collecting and reporting on Tenant Satisfaction Measures is a regulatory requirement. They allow you to review our performance as a landlord, tell us how you feel about your homes and hold us to account.
We will use TSMs information to continuously develop and improve our services.
Along with all other registered social housing landlords, we must:
-
Collect performance data in line with the Tenant Satisfaction Measures from April 1, 2023.
-
Annually submit performance results against the Tenant Satisfaction Measures to the Regulator of Social Housing, from June 2024.
-
Annually publish our performance against specified Tenant Satisfaction Measures, from September 2024.
Tenant Satisfaction survey
Each year we will carry out a Tenant Satisfaction Measures survey in partnership with HWLincs.
The survey is a general satisfaction survey (perception survey) asking you what you think about your home and the services we provide to you.
Our independent partners, HWLincs, will carry this out on our behalf for the next 3 years.
Who will be contacted
HWLincs will randomly select a sample of tenants to participate each year.
When and how you may be contacted
Phone: HWLincs will run some telephone interviews. These will last for approximately 10 minutes and will be made from the number 01205 820892.
Calls will only be made between 8am and 8pm, Monday to Friday and between 10am and 6pm on Saturdays.
Email: HWLincs may also contact you by email, please look out for an email from hwlincs@online1.snapsurveys.com.
If requested, a paper survey can be sent to your home address.
Who are HWLincs
HWLincs, an independent charity specialising in engagement, research and evaluation and they will undertake the next 3-years’ annual TSMs surveys with our tenants.
HWLincs works to provide invaluable insights and recommendations that drive positive change and impact in health, social care and wellbeing. It works with charities, businesses, non-profit organisations, the NHS, government departments and more, to deliver contracts and projects in wellbeing and social change.
FAQ's
No, HWLincs are independent, so they can collect your responses and analyse the results without any bias.
No, the feedback you give will not affect the terms and conditions of your tenancy.
All of your answers are confidential and will be made anonymous before they are passed on to us. HWLincs will only share details with us if you give permission for them to do so.
We are required by the government to conduct a tenant satisfaction survey every year to see how well we are doing as landlords.
As HWLincs are carrying this out on our behalf, emails about this survey will come from the address hwlincs@online1.snapsurveys.com.
If you have an email from this address it's not spam.
HWLincs is based in Boston, Lincolnshire, and their office number is 01205 820892.
The survey is strictly confidential. All surveys provided to the council are anonymous.
All the calls may be recorded for training and quality purposes.
HWLincs is registered with the Information Commissioner’s Office, and in line with the Data Protection Act is not permitted to release any details to any other organisation.
Find out more
You can find out more about Tenant Satisfaction Measures on the government website.
If you have any questions about the TSM survey or would like a paper/email copy, contact the Tenant Engagement and Regulatory Compliance Lead at involvement@melton.gov.uk or contact HWLincs via 01205 820892 / enquiries@hwlincs.co.uk.
If you have any further queries about the Tenants Satisfaction Measures you can contact the Tenant Engagement and Regulatory Compliance Lead at involvement@melton.gov.uk.
We will also discuss our performance with our ‘Your Voice, Your Choice’ tenants' group and we encourage you to get involved. If you are interested please contact involvement@melton.gov.uk or look on our tenant voice and engagement webpages.
Results
Keeping properties in good repair
- 96% of our properties meet decent homes standard
- 67% Satisfied that homes are well maintained
- 74% Satisfied that communal areas are clean, safe and well maintained
- 72% satisfied with repairs service
- 93% Non emergency repairs completed in time
- 100% Emergency repairs completed in time
- 67% Satisficed with time taken to complete most recent repair
Safety in our properties
- 79% Satisfied that the home is safe
- 100% of flats have a current fire risk assessment
- 99% of stock have a valid gas safety check
- 100% of lift safety checks have been completed
- 91% of asbestos checks have been completed
- 100% of flats have a current water hygiene certificate
Respectful and helpful engagement
- 28% Satisfied with our handling of complaints
- 42 Stage one complaints received (per 1000 homes)
- 5 Stage two complaints received (per 1000 homes)
- 88% Stage one complaints handled within the Housing Ombudsman’s timescales
- 100% Stage two complaints handled within the Housing Ombudsman’s timescales
- 63% Overall satisfaction with the services we provide to you
- 62% Satisfied that we keep you informed
- 73% agree that we treat you fairly and with respect
- 54% Satisfied that we listen to your views and act upon them
Responsible neighbourhood management
- 64% Satisfied that we make positive contributions to your neighbourhoods
- 59 Anti-social behaviour cases (per 1,000 homes)
- 47% Satisfied with how we handle anti-social behaviour cases.
Tenant Satisfaction Measures perception survey results 2024/2025
- Overall satisfaction - 63.5% (up 0.1%)
- Satisfaction with repairs - 72.1% (up 0.2%)
- Satisfaction with time taken to complete most recent repair – 64.1% (down 2.9%)
- Satisfaction that home is well maintained – 62.4% (down 5%)
- Satisfaction that home is safe – 73.1% (down 5.6%)
- Satisfaction that we listen to tenant views and act upon them – 50.7% (down 3%)
- Satisfaction that we keep tenants informed about things that matter to them – 58.3% (down 3.8%)
- Agreement that we treat tenants fairly and with respect – 66.8% (down 5.9%)
- Satisfaction with our approach to handling complaints – 36.6% (up 8.9%)
- Satisfaction that we keep communal areas clean and well maintained – 68.2% (down 5.6%)
- Satisfaction that we make a positive contribution to neighbourhoods – 55.9% (down 8.7%)
- Satisfaction with our approach to handling anti-social behaviour – 42.3% (down 4.3%)
