Our performance
Tenant Satisfaction Measures for 2023/24
Tenant Satisfaction Measures (TSMs) were introduced by the Regulator of Social Housing to assess landlords’ performance in providing good quality homes and services.
They cover all types of rented social housing in England that are registered with the regulator. Some, but not all, of the TSMs also cover shared ownership homes.
For Anchor, the measures apply for our Low Cost Rental Accommodation (LCRA) and for our Low Cost Home Ownership (LCHO). They do not apply for our other home ownership properties or for our care homes.
Some of the measures come from surveys of residents while others from our own performance information. They focus on:
- Keeping properties in good repair;
- Maintaining building safety;
- Respectful and helpful engagement;
- Effective handling of complaints;
- Responsible neighbourhood management
Hearing from residents is essential to helping us improve the services we provide and we value all types of feedback.
Find out more about Customer relations and how you can provide feedback here.
Learn more about Our approach to collecting feedback for the TSMs here.
How we’re performing on the TSMs
Overall satisfaction
83.7%
Overall satisfaction with our Low Cost Rented Accommodation service.
66.3%
Overall satisfaction with our Low Cost Home Ownership service.
Overall satisfaction with our Low Cost Rented Accommodation service is 83.7% and 66.3% for our Low Cost Home Ownership.
There were some positive messages from residents in the TSMs, particularly around building safety. We also know there are areas to improve, such as in our handling of complaints.
Improved management information reporting and a new approach to handling complaints is beginning to have a positive impact. We will continue to focus on that and other areas highlighted by the TSMs.
Together with the feedback we receive in a variety of ways throughout the year, this will help us continue to improve services and provide happy living for our residents.
Keeping properties in good repair
These measures apply only for Low Cost Rented Accommodation.
- Satisfied with the overall repairs service: 86.8%
- Satisfied with the time taken to complete most recent repair: 84.6%
- Satisfied that home is well maintained: 85.4%
- Percentage of homes that do not meet the Decent Homes Standard: 0.3%
- Proportion of non-emergency responsive repairs completed within the landlord’s target timescale: 77.2%
- Proportion of emergency responsive repairs completed within the landlord’s target timescale: 62.7%
Maintaining building safety
- 90.7% of Low Cost Rented Accommodation respondents and 85.9% of Low Cost Home Ownership respondents say they are satisfied their home is safe.
Across both services;
- Proportion of homes for which all required gas safety checks have been carried out: 100%
- Proportion of homes for which all required fire risk assessments have ben carried out: 100%
- Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out: 100%
- Proportion of homes for which all required legionella risk assessments have been carried out: 100%
- Proportion of homes for which all required communal passenger lift safety checks have been carried out: 99.7%
- There were two lifts in service at an unoccupied, un-commissioned location within the reporting period. Their checks were completed in April 2024 and these two locations are fully compliant.
Respectful and helpful engagement
- Satisfied we keep residents informed about things that matter to them: 87.3% (LCRA) 73.7% (LCHO)
- Satisfied that resident views are listened to and acted upon: 73.6% (LCRA) 48.1% (LCHO)
- Agree we treat residents fairly and with respect: 85.5% (LCRA) 70.2% (LCHO)
Effective handling of complaints
- Satisfaction with approach to handling complaints: 40.9% (LCRA) 25% (LCHO)
- Number of stage one complaints received per 1,000 homes: 55 (LCRA) 46 (LCHO)
- Number of stage two complaints received per 1,000 homes: 5 (LCRA) 5 (LCHO)
- Complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales (stage 1): 76.9% (LCRA) 64.9% (LCHO)
- Complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales (stage 2): 76.1% (LCRA) 50.0%
Responsible neighbourhood management
- Satisfaction with the cleanliness and maintenance of communal areas 89.3% (LCRA) 79.5% (LCHO)
- Satisfaction with Anchor’s contribution to the neighbourhood: 80.4% (LCRA) 61.3% (LCHO)
- Satisfaction with Anchor’s approach to handling of antisocial behaviour: 74.5% (LCRA) 60.4% (LCHO)
- Number of anti-social behaviour cases opened per 1,000 homes: 18
- Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes: 0.4
Related information
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![Our approach to collecting feedback for the Tenant Satisfaction Measures]()
Our approach to collecting feedback for the Tenant Satisfaction Measures
We build the Tenant Satisfaction Measures into our regular surveys that we have run for many years to ensure we listen to residents’ views. Find out more about our approach to collecting feedback.
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![Resident satisfaction surveys]()
Resident satisfaction surveys
We continuously scrutinise the services we provide and survey our residents to better understand your views about us, what we’re doing well and where we can improve. Find out more.
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![Resident publications]()
Resident publications
We produce a selection of publications to keep people living with us up-to-date, such as Life magazine, our Handbooks and Annual Review for Residents.
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![Customer relations, complaints and feedback]()
Customer relations, complaints and feedback
We pride ourselves on delivering a first class service, but occasionally we could do better. Our Customer Relations team want to hear about your experiences.
