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Tenant Satisfaction Measures results

Our Tenant Satisfaction Measures (TSMs)

The Tenant Satisfaction Measures reported below show our end of year performance (April 23 - March 24). There are 12 tenant perception questions which cover several areas, such as overall satisfaction and how safe people feel in their homes, these results are captured through customer feedback surveys. Alongside these there 10 performance measures covering building safety, repairs, complaints and ASB, these come from our systems. 

The full list of all questions and their corresponding code can be found below.

Download here

Our results

A huge thank you to the 2,626 people who answered the survey. We are committed to listening to the feedback received and utilising it to make real changes for the better.

Please read our full approach to collecting the TSMs here.

For the perception questions, we worked with a company called IFF Research who contacted Flagship’s tenants and customers across all three Housing Associations, as well as Shared Owners who completed the survey. 80% of surveys were completed by telephone and 20% online.

Targets were put in place to ensure a true representation of our tenants and customers was factored into the sample of people surveyed. Age ranges, gender, location, and property type were targeted based on representation for each and we are happy to report that we were able to achieve these targets.

Based on the results of the TSMs, we've developed an action plan that targets the key areas our customers have highlighted for improvement. You can find the plan, along with a status update, here.

How we're performing on TSMs

April 2023 - March 2024

The overall satisfaction with the service provided

= 58.2%

Building safety

75.6%

Satisfied with the safety of your home (TP05)*

98.8%

Gas safety checks carried out (BS01)*

98.7%

Fire safety checks carried out (BS02)*

99.9%

Asbestos safety checks carried out (BS03)*

100%

Legionella risk assessments carried out (BS04)*

100%

Communal passenger lift safety checks carried out (BS05)*

Engagement & respect

45.0%

Satisfied your views are listened to and acted upon (TP06)*

54.8%

Satisfied you're kept informed about the things that matter to you (TP07)*

71.1%

Satisfied you're treated with fairness and respect (TP08)*

Effective handling of complaints

18.7%

Satisfied with our approach to complaints handling (TP09)*

86.7%

Stage 1 complaints responded to within complaints handling code timescales (CH02-1)*

50.0%

Stage 2 complaints responded to within complaints handling code timescales (CH02-2)*

14.2 Per 1,000

Stage 1 complaints received per 1000 homes (CH01-1)*

2.8 Per 1,000

Stage 2 complaints received per 1000 homes (CH01-2)*

Neighbourhood services

46.7%

Communal areas are clean and well maintained (TP10)*

43.0%

Positive contribution to your neighbourhood (TP11)*

37.5%

Satisfied with our approach to handling anti-social behaviour (TP12)*

95.7 Per 1,000

Anti-social behaviour cases opened per 1000 homes (NM01-1)*

3.1 Per 1,000

Anti-social behaviour cases that involve hate incidents opened per 1000 homes (NM01-2)*