PRHA’s Tenant Satisfaction Measures
The ‘Tenant Satisfaction Measures’ (TSM) offer a new approach for helping social housing tenants see how their landlord is performing against some key service areas, along with how their landlord is addressing any service delivery issues that are brought to light by the TSM.
The TSM were introduced by the Regulator of Social Housing and took effect from 1st April 2023. They apply to all social housing providers, and are therefore relevant for all PRHA tenants and residents including those in both general needs and supported housing accommodation.
As all social housing providers are required to publish their TSM data, and as each landlord must use the same set of indicators, this will make it easier for you as a tenant to judge how PRHA is performing against other social landlords and housing providers.
The Measures
There are 22 measures in total, which are split into one overall indicator of tenant satisfaction and then five key themes (see below).
The measures are also divided between those intended to directly measure a landlord’s performance (referred to as Landlord Performance measures) and those that reflect how well our tenants and residents think we are doing (referred to as Tenant Perception measures). The figures for PRHA’s Tenant Perception measures come directly from our 2024 TSM Survey.
Each of the five key themes contain both Landlord Performance and Tenant Perception measures. They are together intended to provide a meaningful overview of PRHA’s performance and how satisfied our tenants and residents are with the services PRHA delivers as a landlord.
The measures focus on the following five themes:
• Keeping properties in good repair
• Maintaining building safety
• Respectful and helpful engagement
• Effective handling of complaints
• Responsible neighbourhood management
Note: the TSM framework is designed by the Regulator to provide information on an organisation’s role as a landlord. For social housing providers like PRHA who own and manage a high proportion of accommodation within which a support service is provided, the TSM framework excludes information on how we are doing as a provider of support. We will be running an additional support-focused survey later in the year to identify how well we are doing as a support provider.
The results given below should therefore be taken as informing tenants how we are doing as a landlord, and not necessarily as a provider of support.
How we performed – Landlord Performance & Tenant Perception
TP01 – Overall Satisfaction: 77% satisfied
“Taking everything into account, how satisfied or dissatisfied are you with the service provided by PRHA?”
139 responses were received from residents for this question in our 2024 Survey. 77% of the respondents were satisfied with PRHA’s services overall; 14% were “neither satisfied nor dissatisfied”; and 9% were dissatisfied.
Theme 1: Keeping Properties in good repair
73% of respondents indicated that they had one or more repairs undertaken by PRHA within the last 12 months. Two further questions were asked of those who had:
TP02- Satisfaction with the overall repairs service: 75% satisfied
“How satisfied or dissatisfied are you with the overall repairs service from PRHA over the last 12 months?”
98 responses were received from residents for this question. 75% of respondents were satisfied with PRHA’s repairs service overall; 11% were “neither satisfied nor dissatisfied”; and 14% were dissatisfied.
TP03 – Satisfaction with the time taken to complete the most recent repair: 69% satisfied
“How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it?”
94 responses were received from residents for this question. 69% of respondents were satisfied with the time taken to complete their most recent repair; 14% were “neither satisfied nor dissatisfied”; and 17% were dissatisfied.
TP04 – Satisfaction that PRHA provides a home that is well maintained: 75% satisfied
“How satisfied or dissatisfied are you that PRHA provides a home that is well maintained?”
139 responses were received from residents for this question. 75% of respondents were satisfied that PRHA provides a home that is well maintained; 15% were “neither satisfied nor dissatisfied”; and 10% were dissatisfied.
Two Landlord Performance measures are included in the TSM to provide residents with information about PRHA’s performance in meeting our published timescales for repairs:
RP02a (Landlord Performance) – Emergency repairs completed within target timescale: 99.1%
RP02b (Landlord Performance) – Non-emergency repairs completed within target timescale: 91.3%
Theme 2: Maintaining Building Safety
Ensuring that our properties are well maintained and are safe is a priority for PRHA. The measures in this section provide information on how we are meeting this priority (Landlord Performance measures around gas safety, fire safely, etc.) and how well our residents feel that we are achieving this (Tenant Perception).
TP05 – Satisfied that PRHA provides a home that is safe: 69% satisfied
“Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that PRHA provides a home that is safe?”
137 responses were received from residents for this question. 69% of respondents were satisfied that PRHA provided a home that is safe; 14% were “neither satisfied nor dissatisfied”; and 18% were dissatisfied.
RP01 (Landlord Performance) – Homes that do not meet the Decent Homes Standard: 0%
All homes met the Decent Homes Standard, so this indicator (which measures homes that do not meet the standard) is 0%
Five landlord performance indicators relating to building safety are included within the Regulator’s TSM:
BS01 (Landlord Performance) – Proportion of homes for which all required gas safety checks have been carried out: 99.6%
BS02 (Landlord Performance) – Proportion of homes for which all required fire risk assessments have been carried out: 100%
BS03 (Landlord Performance) – Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out: 100%
BS04 (Landlord Performance) – Proportion of homes for which all required legionella risk assessments have been carried out: 100%
BS05 (Landlord Performance) – Proportion of homes for which all required communal passenger lift safety checks have been carried out: 100%
Theme 3: Respectful and helpful engagement
TP06 – Satisfied that PRHA listens to views and acts on them: 71% satisfied
“How satisfied or dissatisfied are you that PRHA listens to your views and acts upon them?”
137 responses were received from residents for this question. 71% of respondents were satisfied that PRHA listens to their views and acts on them; 16% were “neither satisfied nor dissatisfied”; and 13% were dissatisfied.
TP07 – Satisfaction that PRHA keeps residents informed: 72% satisfied
“How satisfied or dissatisfied are you that PRHA keeps you informed about things that matter to you?”
134 responses were received from residents for this question. 72% of respondents were satisfied that PRHA keeps them informed; 13% were “neither satisfied nor dissatisfied”; and 14% were dissatisfied.
TP08 – Agree that PRHA treats tenants fairly and with respect: 83% agreed
“To what extent do you agree or disagree with the following “PRHA treats me fairly and with respect”?”
137 responses were received from residents for this question. 83% of respondents agreed that PRHA treats them fairly and with respect; 12% “neither agreed nor disagreed”; and 5% disagreed.
Theme 4: Effective handling of complaints
29% of respondents to the survey indicated that they had made a complaint to PRHA in the last 12 months. Those respondents were asked the following Tenant Perception question:
TP09 – Satisfied with PRHA’s approach to complaints handling: 49% satisfied
“How satisfied or dissatisfied are you with PRHA’s approach to complaints handling?”
37 responses were received from residents for this question (out of the 38 who had indicated they had made a complaint). 49% were satisfied with PRHA’s approach to complaints handling; 14% were “neither satisfied nor dissatisfied”; and 38% were dissatisfied.
Improving satisfaction with our complaints handling processes are a key objective for PRHA. The feedback received from our residents in relation to this question are being reviewed and incorporated into our departmental action plans as part of this.
Four landlord performance indicators are included in the TSMs to provide residents with additional information in relation to a landlord’s handling of complaints:
CH01a (Landlord Performance) – Stage 1 complaints received relative to the size of the landlord: 98.3 complaints per 1000 tenants
During 2023-24 we received 45 Stage 1 complaints. The metric requires this to be reported as a standardised figure of complaints per 1000 tenants so that it can be directly compared to other landlords. As we have fewer than 1000 tenants, the figure is scaled up to 98.3 complaints per 1000 tenants.
CH01b (Landlord Performance) – Stage 2 complaints received relative to the size of the landlord: 13.1 complaints per 1000 tenants
During 2023-24 we received 6 Stage 2 complaints. As with the Stage 1 indicator this has been scaled up to provide a comparable figure of 13.1 complaints per 1000 tenants.
CH02a (Landlord Performance) – Stage 1 complaints responded to within Complaint Handling Code timescales: 87% (39 of 45).
While our Policy and Procedures require that each department meets the timescales outlined within the Housing Ombudsman’s Code, for 6 of the 45 Stage 1 complaints received in the year this was not achieved. The majority of these were within the first half of the year, with the last complaint responded outside of timescale being in October 2023. All Stage 1 complaints received after this point in the year were responded to within timescale.
CH02a (Landlord Performance) – Stage 2 complaints responded to within Complaint Handling Code timescales: 100% (6 of 6).
All Stage 2 complaints received during 2023-24 were responded to within the Code timescales.
Theme 5: Responsible neighbourhood management
93% of respondents indicated that they lived in a building which had communal areas that PRHA were responsible for maintaining. Those who indicated they did live in such a building were asked the following question:
TP10 – Satisfaction that PRHA keeps communal areas clean and well maintained: 85% satisfied
“How satisfied or dissatisfied are you that PRHA keeps these communal areas clean and well maintained?”
117 responses were received from residents for this question. 85% of respondents were satisfied that PRHA keeps communal areas clean and well maintained; 10% were “neither satisfied nor dissatisfied”; and 9% were dissatisfied.
TP11 – Satisfaction that PRHA makes a positive contribution to the neighbourhood: 68% satisfied.
“How satisfied or dissatisfied are you that PRHA makes a positive contribution to your neighbourhood?”
131 responses were received from residents for this question. 68% of respondents were satisfied that PRHA made a positive contribution to their neighbourhood; 24% were “neither satisfied nor dissatisfied”; and 8% were dissatisfied.
TP12 – Satisfaction with PRHA’s approach to handling anti-social behaviour: 69% satisfied
“How satisfied or dissatisfied are you with PRHA’s approach to handling anti-social behaviour?”
130 responses were received from residents for this question. 69% of respondents were satisfied with PRHA’s services overall; 20% were “neither satisfied nor dissatisfied”; and 12% were dissatisfied.
NM01a (Landlord Performance) – ASB cases relative to the size of the landlord: 56.8 cases per 1000 tenants
During 2023-24 we handled 26 reports of ASB. The metric requires this to be reported as a standardised figure of ASB cases per 1000 tenants so that it can be directly compared to other landlords. As we have fewer than 1000 tenants, this figure is scaled up.
NM01b (Landlord Performance) – ASB cases that involve hate incidents relative to the size of the landlord: 0 cases per 1000 tenants
During 2023-24 we had no reported ASB cases that involved hate incidents.
PRHA’s approach to the Tenant Perception questions (our TSM Survey)
Due to our size as a small provider (less than 1000 units) PRHA undertook our TSM Satisfaction Survey based on a census approach. This means that physical copies of our survey were sent to all households so that each tenant or household had the opportunity to respond (whether within our general needs or supported accommodation). Sampling was not used.
A digital version of the survey was made available via our website, and all surveys sent out included a covering letter which provided a link to the digital survey should the tenants or household wish to respond in that way. The letter outlined the purpose of the TSM and informed the tenants that the results would be used to form the basis of our published tenant perception TSMs.
No tenant or service user groups were excluded from the survey, and no returned surveys were excluded from the results.
All surveys were anonymous, to encourage the open and transparent sharing of feedback from our tenants and to maintain confidentiality. We did ask respondents to indicate which building they lived in so that we could identify any common issues or themes at the service or building level, but specifically stated that this should not include their street or flat number.
Assistance was offered should the household need the received survey in a different language or format. General support could be obtained via contacting our Housing Officers (general needs) or for our supported services by speaking with support team members. The survey process (design and distribution of the survey) and the analysis of results were both carried out in-house by the Performance and Monitoring Team. The survey was run in April 2024.
Survey responses and representativeness
At the time of the survey we had 449 households, all of whom were sent a copy of the survey and additionally informed of how to access the survey online. The majority of our tenants are within single-person accommodation units (one bedroom flats or bedsits, and some in single rooms within supported hostels).
Overall 74% of the 449 households present at the time of the survey were single individuals living within supported accommodation, 8% were single individuals living in 1-bed general needs flats, 11% within general needs households of 2 or more individuals, and 6% within general needs temporary accommodation (owned by PRHA but managed by the local authority).
We received 140 responses to our survey, given a response rate of 31.2% based on the 449 households present. 97% of the survey responses were returned in hard copy format, with 3% completed online by the tenant.
When reviewed by main tenant category (supported tenants vs. general needs tenants) an over-representation of supported residents was indicated (93% of respondents to the survey were from supported housing tenants, compared with 74% as a proportion of all of our tenants) along with a corresponding under-representation of general needs tenants (7% of respondents, and 26% of our tenants, when those in our temporary accommodation unit are included). This is something that we will be seeking to address both by the time of our next TSM survey, and before that by reinforcing the other mechanisms by which we received feedback throughout the year and focusing on improving this for our general needs tenants.
We additionally have reviewed the survey results for representativeness in relation to gender and ethnic background, to identify whether the results received are broadly representative of our overall tenant group. The gender balance of survey responses returned to us showed that 82% of the response received were from tenants identifying as male; 9.3% from tenants identifying as female; and 8.6% from those who did not state their gender or who selected “prefer not to say”.
This compares to the gender balance of our tenants overall which is 78% male, 21.8% female, and 0.2% non-binary. Due to small simple size and the relatively high number of survey respondents who preferred not to state their gender or left the question blank (8.6%) it is difficult to draw a firm conclusion as to representativeness against this characteristic. However with 21.8% of our tenants overall identifying as female and a 9.3% response rate for females to the survey, this is an area that we have recorded as requiring further work to ensure that feedback received (both via the survey and generally) is representative against this characteristic.
In relation to the ethnic background of respondents, the 140 surveys that were returned broke down into 46.4% from those of a white background, and 37.9% from a minority ethnic background (with 15.7% either leaving the question blank or selecting the option for “prefer not to say”).
The ethnic background of our tenants is 45.4% from a white background, 52.6% from a minority ethnic background, and 2.1% preferring not to disclose. The small sample size and high proportion of respondents who left the question blank or indicated that they preferred not to disclose their ethnic background again makes it difficult to draw firm conclusions about representativeness against this characteristic. However the 15.7% who did not wish to disclose their ethnic background alongside their survey response indicates that we do need to continue to do work to ensure that all of our tenants are confident in disclosing such information to PRHA and forms part of the work that is already within our overall EDI strategy.
Review of TSM survey data and feedback, and action plans
Currently we are still reviewing the data and any specific feedback that was provided by our tenants within the survey, so that we can use it to inform our action plans and focus on the specific areas for improvement that have been highlighted by the survey. Primarily this includes areas of dissatisfaction that are common within the social housing sector such as complaints handling, ASB handling, and repairs and maintenance. We will be updating this section as we conclude our review and start to make changes or put in place action plans so that our tenants will be able to monitor our progress.
We will also be seeking to provide additional information when benchmark data is published and available, so that it will be clearer to our tenants how we are performing relative to other social housing providers.
If you have any comments or questions concerning the information on this page please contact the Performance and Monitoring Team via feedback@prha.net
