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Tenant Satisfaction Measures (TSMs)

Tenant Satisfaction Measures (TSMs) have been introduced by the Regulator of Social Housing so tenants can see how their landlord is performing in comparison with others, making it easier for you to hold us to account in several key performance areas.

We monitor our performance against Tenant Satisfaction Measures and will be reporting them on a regular basis. 

Quarter 3: October-December 2023

See our performance:

75.1%

Target: 83.1%

Satisfaction with repairs

Tenant Satisfactionwithrepairs2

TP02: Tenant Satisfaction with Repairs

Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service.

75.5%

Target: 80.4%

Time taken - recent repair

TP03 Recentrepairs Wht

TP03: Satisfaction with time taken to complete most recent repair

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 their most recent repair.

73.8%

Target: 82%

Well maintained home

TP04 Maintainedhome Wht

TP04: Satisfaction that the home is well maintained

Proportion of respondents who report they are satisfied the home is well maintained.

0.33%

Target: 0%

Decent Homes Standard compliance

Housing 01

RP01: DHS Compliance

Proportion of homes that do not meet the Decent Homes Standard. This is measured at the start and end of the year.

99.90%

Target: 99.5%

Emergency repairs

RP02 Repairscompleted Wht

RP02 2: Emergency Repairs

Proportion of emergency responsive repairs completed within the landlord’s target timescale.

96.55%

Target: 99.5%

Non-emergency repairs

RP02 1 Non Emergencyrepairs Wht

RP02 1: Non-Emergency Repairs

Proportion of non-emergency responsive repairs completed within the landlord’s target timescale.

59.6%

Target: 62%

Positive contribution to neighbourhoods

TP11 Positivecontribution Wht

TP11: Positive Contribution
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood.

66%

Target: 66%

Satisfaction with communal areas

TP10 Communalareas Wht

TP10: Satisfaction with Communal Areas
Proportion of residents with communal area who report that they are satisfied that their landlord keeps communal areas clean and well maintained.

74.9%

Target: 83%

Satisfaction home is safe

TP05 Satisfactionsafehm Wht (1)

TP05: Home is Safe
Proportion of respondents who report that they are satisfied that their home is safe.

100%

Target: 100%

Gas safety checks

BS01 Gassafetychecks Blk

BS01: Gas

Percentage of homes for which all required gas safety checks have been carried out.

100%

Target: 100%

Fire safety checks

BS02 Firesafetychecks Blk

BS02: Fire

Percentage of homes for which all required fire safety checks have been carried out.

100%

Target: 100%

Asbestos safety checks

BS03 Asbestossafetychecks Blk

BS03: Asbestos

Percentage of homes for which all required asbestos management surveys or re-inspections have been carried out.

100%

Target: 100%

Water safety checks

BS04 Watersafetychecks Blk

BS04: Water

Percentage of homes for which all required waters safety checks have been carried out.

100%

Target: 100%

Lift safety checks

BS05 Liftsafetychecks Blk

BS05: Lift

Percentage of homes for which all communal passenger lift safety checks have been carried out.

33.20

Target: In line with peer group median

ASB Cases

NM01 1 Asbcases Blk

NM01 1: ASB Cases

Number of anti-social behaviour cases (including hate incidents) opened per 1,000 home, year to date.

0.61

Target: In line with peer group median

ASB cases - hate incidents

NM01 2 Hateincidents Blk

NM01 2: ASB Cases Hate Incidents

Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes.

76.8%

Target: 84%

Tenant satisfaction

049 Approve

TP01: Tenant Satisfaction

Proportion of respondents who report that they are satisfied with the overall service from their landlord.

59.6%

Target: 68%

Listening to tenants

034 Hearing

TP06: Listening to Tenants

Proportion of respondents who report that they are satisfied that their landlord listens to tenants views and acts upon them.

64.5

Target: 71%

Keeping tenants informed

TP07 Keepingtenantsinformed Wht

TP07: Keeping Tenants Informed

Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them.

76.9

Target: 85%

Treating tenants fairly

TP08 Treatingtenantsfairly Wht

TP08: Treating Tenants Fairly

Proportion of respondents who report that they agree their landlord treats them fairly and with respect.

43.1

Target: 62%

Handling complaints

TP09 Handlingcomplaints Wht

TP09: Satisfaction Handling Complaints

Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlords approach to complaints handling.

29.92

Target: In line with peer group median

Stage one complaints

CH01 1 Stageonecomp Wht

CH01 1: Stage One Complaints

Number of stage one complaints received per 1,000 homes.

5.39

Target: In line with peer group median

Stage two complaints

CH01 2 Stagetwocomp Wht

CH01 2: Stage Two Complaints

Number of stage two complaints received per 1,000 homes.

77.4%

Target: 90%

Stage one response time

CH02 1 Complaintsresponsestg1 Blk

CH02 1: Stage One Response Time

Proportion of stage one complaints responded to within the Housing Ombudsman complaint handling code timescales.

97.98%

Target: 90%

Stage two response time

CH02 2 Complaintsresponsestg2 Blk

CH02 2: Stage Two Response Time

Proportion of stage two complaints responded to within the Housing Ombudsman complaint handling code timescales.

Frequently asked questions about TSMs

The Government’s 'Charter for Social Housing Residents: Social Housing White Paper' set out what every social housing tenant should be able to expect from their landlord. This included the introduction of Tenant Satisfaction Measures (TSMs) which is a core set of performance measures that all social housing landlords must collect and report on. The Social Housing (Regulation) Act received Royal Assent in July 2023 and aims to deliver the reforms set out in the white paper.

The Regulator of Social Housing introduced TSMs so tenants can see how their landlord is performing in comparison with others, making it easier for social housing tenants to hold their landlord to account in several key performance areas. The TSMs will also act as a source of information for the Regulator of Social Housing to help identify the areas where landlords might need to improve things for tenants.

The TSMs cover five areas:

  • Keeping properties in good repair
  • Maintaining building safety
  • Effective complaints handling
  • Respectful and helpful tenant engagement
  • Responsible neighbourhood management

Social housing landlords are required to report on 22 TSMs each financial year (April to March) starting with the first year of data being collected between April 2023 and March 2024. The data has to be published by the end of June 2024.  

As we deliver services on behalf of Barnsley Council (your landlord), we collect and publish this information.

Of the TSMs, we collect 12 from an annual survey of tenants and 10 are measured by us directly from our management information including things like the number of complaints we have received, and the number of repairs completed in target timescales.

The Regulator of Social Housing set out what they need from all providers to make sure the data we report on is collected in the same way to allow for comparison. 

For each of the TSMs we align with the regulator's specific description and calculation method as documented in the regulator's Technical Requirements.

Our satisfaction survey is undertaken on our behalf by an independent specialist research company. It allows us to find out how our customers feel about the services we provide.

Each year, a representative, random sample of tenants will receive an invitation to take part in the survey either by post or online. The results help us to understand how we're performing and develop service improvement priorities. The survey has been updated to make sure that all TSM Tenant Survey Requirements are met. This covers things like the survey question wording, response options, and questionnaire flow.

 

How we collect, publish, and use tenant satisfaction information

You can see a copy of the latest survey here. We included some extra questions in the 2023 survey.

We generally invite a random sample of 3,000 tenants to complete the survey as this will give us enough responses to meet the regulatory requirements. 

We supply a full list of tenants to our specialist research consultant and they randomly select the sample. We have no involvement in selecting which tenant gets a survey. 

Nobody is excluded from the survey.

We use a mix of online and postal surveys.

We've assessed that the best method to run the survey and gather the TSMs is to use a mix of online and postal surveys. This is based on the previous good response rates from a wide range of tenants who have completed the annual satisfaction survey in the many years we have run it in this way.    

The postal and online method also offers better value and more opportunity for tenants completing the survey to offer their unbiased opinion. 

Yes – we weight the results so that they represent the profile of our tenants. Our consultant does this following the methodology allowed by the Regulator. 

For any tenants randomly selected to complete the survey:

We'll send large print versions to anyone who has told us they require large print.

We'll arrange suitable translation options for tenants who use Braille or who require other assistance with completing the survey. 

Where asked, we help tenants fill in the form either over the phone or by visiting them. We include a contact number in the letter.    

We've checked that the letter and survey is easy to understand by asking our Tenant Voice Panel’s opinion.

We include a language panel on the survey so that our tenants whose first language isn’t English can contact us to arrange translations.

We promote the survey on our website and by social media, and all our staff are aware when it has been sent and will offer support to any tenant requesting it.   

We incentivise the survey with a free prize draw of £100, £50, and 2x £25 in shopping vouchers.

As well as following the TSM guidelines, our independent consultant has strict quality assurance measures in place and, works to ISO 20252 standards, thereby guaranteeing the accuracy, consistency, and reliability of collected data.

In addition to this Barnsley Council may complete an audit assurance check from time to time. 

We publish the results online and in our annual report. We invite tenants to a range of events where we present the results and discuss with tenants any actions we need to take to address any emerging themes. 

We share results using social media and on posters in our community centres. 

We'll provide printed copy of results to any tenant by request. 

The council is your landlord and so they receive this information through our routine performance management arrangements and formally as a governance report to Cabinet. 

It's the council who have the responsibility to share this information with the regulator but they have delegated the task to Berneslai Homes. We follow the regulatory guidelines and upload the information in the required format direct to their secure portal. We also publish the results on our website. 

This feedback tells us whether our tenants are more or less satisfied with our services over time and how we compare to other similar landlords. 

We use this information to tells us where we need to do things better or differently and this feedback influences our improvement plans and priorities. 

No – we also run a range of transactional surveys throughout the year.  This includes but is not limited to:

  • Tenants once we've completed a repair
  • Residents after we've handled their complaint
  • Residents after we've handled a report of ASB
  • Residents after they've joined our housing register

You can find out more about these surveys and our results in this section of our website.

Registered address:

10th floor, Gateway Plaza, off Sackville St, Barnsley, South Yorkshire, S70 2RD


Berneslai Homes Limited is a company controlled by Barnsley Metropolitan Borough Council. A company limited by guarantee, registered in England and Wales, number 4548803

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