How our customers think we are doing (Heart of Medway)

Tenant Satisfaction Measures (TSMs) for Heart of Medway

The Tenant Satisfaction Measures (TSMs) have been introduced by the Regulator of Social Housing in England to assess how well landlords are doing in providing good quality homes and services.

TSMs tell us how customers whose homes or buildings we manage rate our performance based on yearly survey results. The TSMs help tenants hold social housing landlords to account and we must show the results of our surveys.

The measures focus on five key themes:
Keeping properties in good repair
Maintaining building safety
Respectful and helpful engagement
Effective handling of complaints
Responsible neighbourhood management

There are 22 measures, 12 of these measures come directly from customer feedback, 10 come from information we hold in our systems on our operational activity.

These measures have been designed to drive up standards and improve the quality of social housing.

If you’re a Heart of Medway customer, you can use this information to hold us accountable and make informed decisions about your housing situation. The Social Housing Regulator can use this, and other information, to scrutinise our performance and ensure we are meeting the regulatory standards.

How we’re performing on TSMs

The first year of formal TSM data collection started on 1 April 2023 and we reported the full year to both the regulator and our customers in June 2024.

The results below show how we’re performing on the 12 tenant perception measures and the 10 management information measures.

The information was collected from our customers through telephone surveys. For us to meet our requirements, we need to conduct a certain number of surveys for the amount of properties we manage.

We spoke to 392 customers over the year which represents 42% of our qualifying customer groups. Thank you to everyone who took the time to share your views.

Overall satisfaction with the service provided by us... 78%

How we’re performing on management information measures

There are 10 management information measures across four areas. They are collected in landlord and management data. This report covers 1 April 2023 to 31 March 2024.

Building safety

Measure	Score
Gas safety checks completed	100%
Fire safety checks completed	100%
Asbestos safety checks completed	100%
Water safety checks completed	100%
Lift safety checks completed	92.9%

Decent homes and repairs

Measure	Score
Homes that do not meet the Decent Homes Standard	0
Non-emergency repairs completed within target timescale	53.2%
Emergency repairs completed within target timescale	90.2%

Anti-social behaviour

Measure	Score
Anti-social behaviour cases relative to the size of the landlord (number of cases per 1,000 properties)	16
Anti-social behaviour cases that involve hate incidents, relative to the size of the landlord	0

Complaints

Measure	Score
Number of Stage 1 complaints relative to the size of the landlord (number of complaints per 1,000 properties)	95.7
Number of Stage 2 complaints relative to the size of the landlord (number of complaints per 1,000 properties)	16.8
Stage 1 complaints responded to within Complaint Handling Code timescales	89.8%
Stage 2 complaints responded to within Complaint Handling Code timescales	78.9%

Group structure

Heart of Medway exists as part of an unregistered group structure, within mhs homes group. Customers of mhs homes were also surveyed, but as a non regulated parent.

mhs homes surveyed 16.7% of its 7,539 customers, taking a consistent approach in line with regulations. View the results for mhs homes group Tenant Satisfaction Measures.

We’ll continue to measure tenant satisfaction

We’ll continue to use telephone surveys and other methods to measure tenant satisfaction, in line with the regulatory requirements. This information will be submitted to the regulator and shared with customers on an annual basis.

Before the TSMs framework was introduced, we were already conducting regular customer feedback surveys to hear how we’re performing from our customers’ perspective.

The TSMs have been introduced by the Regulator to make it easier for people to compare landlords, and for us to compare our performance with other social housing providers.

During the second year of TSM collection, we want to demonstrate how our performance is changing, and how we’re making improvements based on what our customers tell us.