Detailed analysis
The below table shows the 2025/26 TSM results, split between LCRA (Low Cost Rental Accommodation) and LCHO (Low Cost Home Ownership)
TSM Measure |
LCRA |
LCHO |
|---|---|---|
| Overall satisfaction | ||
| TP01. Taking everything into account, how satisfied or dissatisfied are you with the service provided by Heart of Medway? | 74.3% | 32.4% |
| Keeping properties in good repair | ||
| TP02. If you've had a repair in the last 12 months, how satisfied or dissatisfied are you with the overall repairs service from your landlord? | 77.9% | N/A |
| TP03. How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it? | 71.3% | N/A |
| TP04. How satisfied or dissatisfied are you that Heart of Medway provides a home that is well maintained? | 81.7% | N/A |
| RP01. Proportion of homes that do not meet the Decent Homes Standard. | 2.7% | N/A |
RP02 (1). Proportion of non-emergency responsive repairs completed within the landlord’s target timescale. Urgent repairs - Up to five full days Routine Repairs - Up to 20 Calendar Days Long Term – Up to 60 Calendar Days Customer Choice – Up to 90 Calendar Days |
55.1% | N/A |
RP02 (2). Proportion of emergency responsive repairs completed within the landlord’s target timescale. Emergency Repairs - Up to 24 hours |
91% | N/A |
| Maintaining building safety | ||
| TP05. Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Heart of Medway provides a home that is safe? | 78.9% | 45.2% |
| BS01. Proportion of homes for which all required gas safety checks have been carried out. | 99.9% | N/A |
| BS02. Proportion of homes for which all required fire risk assessments have been carried out | 100% | 100% |
| BS03. Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out | 100% | 100% |
| BS04. Proportion of homes for which all required legionella risk assessments have been carried out. | 100% | 100% |
| BS05. Proportion of homes for which all required communal passenger lift safety checks have been carried out. | 100% | 100% |
| Respectful and helpful engagement | ||
| TP06. How satisfied or dissatisfied are you that Heart of Medway listens to your views and acts upon them? | 62.9% | 20.7% |
| TP07. How satisfied or dissatisfied are you that Heart of Medway keeps you informed about things that matter to you? | 78.1% | 42.9% |
| TP08. To what extent do you agree or disagree with the following 'Heart of Medway treats me fairly and with respect'? | 83.2% | 64.3% |
| Effective complaint handling | ||
| TP09. If you have made a complaint to Heart of Medway in the past 12 months, how satisfied or dissatisfied are you with their approach to complaints handling? | 41.2% | 11.8% |
| CH01 (1). Number of stage one complaints received per 1,000 homes | 81.9 | 139.1 |
| CH01 (2). Number of stage two complaints received per 1,000 homes | 22.8 | 52.6 |
| CH02 (1). Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales | 81% | 75.7% |
| CH02 (2). Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales | 96% | 64.3% |
| Responsible neighbourhood management | ||
| TP10. If you live in a building with communal areas, either inside or outside, that Heart of Medway is responsible for maintaining, how satisfied or dissatisfied are you that Heart of Medway keeps these communal areas clean and well maintained? | 76.9% | 42.9% |
| TP11. How satisfied or dissatisfied are you that Heart of Medway makes a positive contribution to your neighbourhood? | 73.3% | 45.5% |
| TP12. How satisfied or dissatisfied are you with Heart of Medway's approach to handling anti-social behaviour? | 58.8% | 11.1% |
| NM01 (1). Number of anti-social behaviour cases, opened per 1,000 homes | 3.76 | 18.65 |
| NM01 (2). Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes | 0.0 | 0.0 |