You are here: Home > Existing Customers > Home Owners (Existing) > Shared ownership customers > Our Tenant Satisfaction Measures results
Not just places to live,
but places to love.

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. 

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.

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.

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

98.8%

- Gas safety checks

98.7%

- Fire safety checks

99.9%

- Asbestos safety checks

100%

- Water safety checks

100%

- Lift safety checks

Engagement & respect

45.0%

- Satisfied your views are listened to and acted on

54.8%

- Satisfied you're kept informed about the things that matter to you

71.1%

- Satisfied you are treated with fairness and respect

Effective handling of complaints

18.5%

- Satisfied with our approach to complaints

14.2

- Complaints relative to size of landlord/provider - stage 1

2.8

- Complaints relative to size of landlord/provider- stage 2

86.7%

- Complaints responded to within complaints handling code timescales - stage 1

50.0%

- Complaints responded within complaints handling code timescales - stage 2

Neighbourhood services

46.7%

- Communal areas are clean and well maintained

43.0%

- Positive contribution to your neighbourhood

37.5%

- Overall handling of anti-social behaviour

95.7

- Anti social behaviour cases relative to size of landlord/provider

3.1

- Anti social behaviour cases that involve hate relative to size of landlord/provider