We achieved a sample size of 1531 survey responses. The relevant population size was 10558, so the sample size is +/- 2.3% which is within the Regulator’s tolerance levels of +- 3% for a landlord of our size.
The Regulator of Social Housing requires all registered providers to generate and report Tenant Satisfaction Measures as part of the new Customer Standards framework.
All social housing providers in England must collect data on a new set of tenant satisfaction measures (TSMs). These are part of a new system developed by the Regulator of Social Housing to assess how well social housing landlords are doing to provide good quality homes and services.
The measures are aimed at helping improve standards for people living in social housing by:
- Providing visibility, letting tenants see how well their landlord is doing. And enabling tenants to hold their landlords to account
- Giving the Regulator insight into which landlords might need to improve things for their tenants
The TSMs are designed to see how well landlords are keeping properties in good repair, maintaining building safety, engaging respectfully and helpfully, effectively handling complaints, and managing the neighbourhood responsibly.
For more information on the Tenant Satisfaction Measures and how they affect you, please visit Tenant Satisfaction Measures - Summary of RSH requirements (accessible) - GOV.UK (www.gov.uk) (external website)
Tenant Satisfaction Measures (Tenant Perception)
| TSM No | Measures | Year End Group 2023/24 Actual |
| TP01 | Overall satisfaction | 75.1% |
| TP02 | Satisfaction with repairs | 74.3% |
| TP03 | Satisfaction with time taken to complete most recent repair | 67.3% |
| TP04 | Satisfaction that the home is well-maintained | 72.4% |
| TP05 | Satisfaction that the home is safe | 78.2% |
| TP06 | Satisfaction that the landlord listens to tenant views and acts upon them | 63.2% |
| TP07 | Satisfaction that the landlord keeps tenants informed about things that matter to them | 70.2% |
| TP08 | Agreement that the landlord treats tenants fairly and with respect | 78.8% |
| TP09 | Satisfaction with the landlord’s approach to handling complaints | 43.1% |
| TP10 | Satisfaction that the landlord keeps communal areas clean and well-maintained | 71.0% |
| TP11 | Satisfaction that the landlord makes a positive contribution to neighbourhoods | 66.1% |
| TP12 | Satisfaction with the landlord’s approach to handling anti-social behaviour | 62.3% |
Tenant Satisfaction Measures (Management Information)
| TSM No | Measures | Year End Group 2023/24 Actual |
| CH01(1) | Number of stage one complaints relative to the size of the landlord | 87.7 |
| CH01(2) | Number of stage two complaints relative to the size of the landlord | 3.4 |
| CH02(1) | Proportion of stage one complaints responded to within Complaint Handling Code timescales | 92.8% |
| CH02(2) | The proportion of stage two complaints responded to within Complaint Handling Code timescales | 77.8% |
| NM01 (1) | Anti-social behaviour cases relative to the size of the landlord | 56 |
| NM01 (2) | Anti-social behaviour hate cases relative to the size of the landlord | 0.4 |
| RP01 | Homes that do not meet the Decent Homes Standard | 0.2% |
| RP02(1) | The proportion of non-emergency repairs completed within the target timescale | 82.3% |
| RP02(2) | The proportion of emergency repairs completed within the target timescale | 89.9% |
| BS01 | Gas safety checks | 100% |
| BS02 | Fire safety checks | 99.8% |
| BS03 | Asbestos safety checks | 98.5% |
| BS04 | Water safety checks | 95.6% |
| BS05 | Lift safety checks | 98.9% |
Tenant Satisfaction Measures 2023-24 – supporting information
The Regulator of Social Housing now requires all registered providers to generate and report Tenant Satisfaction Measures (TSMs) yearly as part of the new Customer Standards framework.
These measures combine data generated from internal management information with data derived from perception surveys. This combined data will enable customers to scrutinise their landlord's performance effectively. The first surveys were required to be undertaken between 01 April 2023 and 31 March 2024, with the formal submission of results required by 30 June 2024.
We have now completed the Tenant Satisfaction surveys for the year 2023-24, and below is a summary of the approach we used:
The Social Housing Regulator offers flexibility regarding how and when the survey is conducted. We examined the different ways to undertake these, and our approach was to conduct quarterly, rolling surveys. These were then aggregated over the year to compile the data needed for the mandatory submission, with the assurance that no tenant was asked to complete the survey more than once yearly.
For 2023-24, data was collected in quarters three and four of the year. These results were then aggregated to form the yearly results. Having visibility of results each quarter ensured that we had an early sight of any potential issues reported by customers and allowed action plans to be created to address these promptly.
We have a diverse customer base, so conducting the surveys using inclusive methods and without bias was important. In 2023-24, a mixed approach was used, including telephone, digital, and paper surveys. These differing methods enabled us to gather feedback from a broad range of customers and ensure our results represent everyone.
To comply with the guidelines issued by the Regulator of Social Housing, the results only included responses from tenants within England and excluded tenants of certain property types such as leaseholders, shared ownership and non-social housing.
The overall % breakdown of our different collection methods for the 2023-24 results was:
Telephone – 48%
Online – 13.8%
Postal – 38.2%
We ensured that all our tenants and properties were well-represented in the survey results so that the results accurately represented the services we provide to all our customers in all areas.
We also endeavoured to ensure that returns from all our stock types were achieved. This enabled us to break down the results by:
Business Brand/Subsidiary
Whether the property is low-cost rental accommodation, low-home-cost ownership, or other types of stock we hold.
Need Category
Construction Type
Construction Style
Repairs Area
Repairs Responsibility
Local Authority
Estate
We looked at the composition of households and enabled analysis by looking at the protected and other relevant characteristics of our customer profile where we hold the data. This included:
Date of Birth
Ethnicity
Disability
Gender
Nationality
Marital Status
Occupation Status
Household composition (Single, Families, etc)
The tables below show how the TSM survey returns for 2023-24 closely map to our actual stock and tenant profiles:
Property Type
|
Need category |
Relevant tenant population (% total) |
Total survey responses (% total) |
|
General |
49.4% |
46.3% |
|
Supported |
33.1% |
34.5% |
|
Sheltered (some spec features) |
7.5% |
7.3% |
|
Sheltered (older people) |
3.7% |
4.4% |
|
Shared Ownership * |
2.9% |
2.1% |
|
Lilac Supported |
2.8% |
5.0% |
|
Single Homeless |
0.3% |
0.1% |
|
Homeless Unit |
0.2% |
0.4% |
|
General Needs with Support |
0.1% |
0.0% |
*Excluded from final results as Progress Housing Group own less than 1000 Shared ownership homes. This follows Regulatory Guidelines.
Tenant Age
|
Age group |
Relevant tenant population (% total) |
Total survey responses (% total) |
|
35 - 44 |
18.4% |
18.3% |
|
45 - 54 |
17.0% |
17.2% |
|
25 - 34 |
14.8% |
12.5% |
|
65 - 74 |
13.3% |
15.3% |
|
55 - 59 |
10.2% |
10.2% |
|
60 - 64 |
9.5% |
9.3% |
|
75 - 84 |
8.7% |
9.9% |
|
0 - 24 |
3.7% |
2.8% |
|
85+ |
2.5% |
2.5% |
|
NULL |
1.9% |
2.0% |
Tenant gender
|
Gender |
Relevant tenant population (% total) |
Total survey responses (% total) |
|
Female |
55.6% |
54.1% |
|
Male |
44.2% |
45.7% |
|
Trans-Gender |
0.1% |
0.1% |
Property location
|
Region |
Relevant tenant population (% total) |
Total survey responses (% total) |
|
North West |
74.1% |
67.3% |
|
Yorkshire and The Humber |
7.7% |
9.7% |
|
East Midlands |
6.4% |
6.5% |
|
East of England |
3.1% |
3.6% |
|
South East |
2.9% |
4.4% |
|
North East |
2.1% |
1.7% |
|
London |
1.4% |
2.7% |
|
South West |
1.0% |
2.1% |
|
Scotland * |
0.7% |
0.8% |
|
West Midlands |
0.4% |
0.8% |
|
Wales * |
0.2% |
0.3% |
|
Northern Ireland * |
0.0% |
0.1% |
*Excluded from final results as relevant to England only
Our results were aligned with our stock and tenant profile, so no weighting was necessary to produce the final results.
During 2023, we tendered for a partner to assist us in completing the tenant perception surveys relating to TP01 – TP12. This contract was awarded to Acuity Research and Practice Ltd.
Acuity has over 20 years of experience in social housing, including substantial knowledge of communicating with diverse client groups, including those within supported housing. Further information about Acuity can be found here - Acuity - TSM tenant satisfaction surveys | Social Housing Research | Benchmarking (arap.co.uk)
Acuity performed all surveying in 2023-24 on our behalf. They contacted customers directly and chose them at random. The survey is strictly confidential, and if the tenant wishes, the results are fed back to us anonymously.
All relevant stock types and tenant groups were included and with no exclusions.
Customers were not offered incentives to take part, but we strongly encouraged our tenants to take part in the surveys as the results helped improve overall services
We used two separate question sets.
The first was for General Needs and Shared Ownership tenants and homeowners, and the second was designed specifically for supported living tenants. The format of both questionnaires was compliant with their design.
You can view the questionnaires here:
Progress Housing Group General Needs TSM Question Set 2023 24
Progress Housing Group Supported Housing TSM Question Set 2023 24
Tell us what you think
Let us know if you know how we can provide better services or improve how we do things.
We have a dedicated Customer Voice Team whose role is to understand and champion the voice of our customers.
They work with customers and tenants to understand ways we can make our services better and improve our customers’ experience.
Your feedback has shaped initiatives that have helped tackle key issues and improved how we deliver our services.
You can also find out more about how well we are delivering our Customer Promises, dealing with complaints, and making sure we provide Value for Money.
You can also read our strategies, which shape our services, and understand the policies that help us to deliver them in a fair and transparent way