All social housing providers are regulated by the Regulator of Social Housing. They have set 22 measures that all providers must measure and publish annually. These are called Tenant Satisfaction Measures.
Some of these are data that we measure and provide (10 landlord management information measures), and others are captured by surveying residents (12 tenant perception measures).
A landlord of our size, and our number of homes, only needs to survey and report on these measures for residents in “Low Cost Rental Accommodation” – tenants.
We use our Residents Annual Report to share these measures with you, alongside other information, and our aims for next year. Our most recent report is available to view in full here:
You can also read our Tenants Satisfaction Measure results, summary of approach and the questions in full here:
| TP01: Overall satisfaction | 49.8% |
| TP02: Satisfaction with repairs | 51.1% |
| TP03: Satisfaction with time taken to complete most recent repair | 48.5% |
| TP04: Satisfaction that the home is well-maintained | 50.0% |
| RP01: Homes that do not meet the Decent Homes Standard | 1.7% |
| RP02: Repairs completed within target timescale (Our target timescale for routine repairs is 28 days, and for emergency repairs is 24 hours.) | 67.0% (routine repairs) 72.2% (emergency repairs) |
| TP05: Satisfaction that the home is safe | 64.2% |
| BS01: Gas safety checks | 99.4% |
| BS02: Fire safety checks | 100.0% |
| BS03: Asbestos safety checks | 100.0% |
| BS04: Water safety checks | 100.0% |
| BS05: Lift safety checks | 94.9% |
| TP06: Satisfaction that the landlord listens to tenant views and acts upon them | 42.8% |
| TP07: Satisfaction that the landlord keeps tenants informed about things that matter to them | 51.0% |
| TP08: Agreement that the landlord treats tenants fairly and with respect | 56.1% |
| TP09: Satisfaction with the landlord’s approach to handling of complaints | 16.4% |
| CH01: Complaints relative to the size of the landlord | 195.6 stage one complaints per 1000 homes 41.1 stage 2 complaints per 1000 homes |
| CH02: Complaints responded to within Complaint Handling Code timescales You can read more about our complaint process, and handling times in our complaints policy. | This year we responded to 87.4% of stage one complaints on time, and 95.1% of stage two complaints on time. |
| TP10: Satisfaction that the landlord keeps communal areas clean and well-maintained | 44.9% |
| TP11: Satisfaction that the landlord makes a positive contribution to neighbourhoods | 33.9% |
| TP12: Satisfaction with the landlord’s approach to handling anti-social behaviour | 33.7% |
| NM01: Anti-social behaviour cases relative to the size of the landlord | This year we recorded 27.4 ASB cases per 1000 homes, and 4.4 per 1000 homes involved hate incidents. |
Wandle manages nearly 7,500 homes across south London. Of these, 6,012 are Low-Cost Rental Accommodation (LCRA), and 771 are Low-Cost Home Ownership (LCHO).
To meet the requirements of the Tenant Satisfaction Measures (TSMs) introduced by the Regulator of Social Housing (RSH), we have produced this summary of our approach to be clear on how we are gathering views from tenants.
The TSM Standard requires all registered providers to conduct tenant perception surveys and report performance annually as specified by the RSH. TSMs are intended to make landlords’ performance more visible to tenants so that tenants can hold their landlord to account.
TSMs consist of 22 measures: 10 providing management information from data held by the landlord and 12 satisfaction measures gathered from tenant surveys. In addition to overall satisfaction with landlord services, the measures cover five key themes:
1. Keeping properties in good repair
2. Maintaining building safety
3. Respectful and helpful engagement
4. Responsible neighbourhood management
5. Effective handling of complaints
Wandle completes all our surveys internally and we have chosen the census approach. Two phone call attempts are made to each resident, if there is no answer then a SMS or email survey is sent to the resident. With our supported residents we give them a chance to complete the survey face to face at community events in case they need additional support when filling the survey out, however, if they do not take part at the event or do not attend the event, we will also call them to give them another opportunity like we do with the rest of our residents.
As Wandle has less than 1000 LCHO homes, it is not compulsory to conduct this survey for LCHO tenants.
Surveys are completed throughout each month, near or on the ‘anniversary’ of the tenants’ tenancy start date. Collection method. We conduct our survey ourselves, by phone. If there was no response by the second call attempt, then a SMS text or email is sent as a final opportunity to participate.
Wandle uses a secure survey platform called CX Feedback which is connected to our housing management platform in Microsoft Dynamics. Tenants who opted out of receiving surveys are excluded. The survey design meets the criteria as defined by the RSH (ANNEX 4: Tenant Survey Requirements).
Any additional questions Wandle asked were sequenced after the leading TSM question. When submitting data, any ‘Don’t know/Refused’ responses are excluded from the percentage calculations for these questions.
Wandle aims to achieve higher than the recommended minimal standard recommended by the regulator of social housing (6012 for dwellings/units). The Wandle sample size based on the population has also been independently calculated based on unit numbers. Using the calculator.net tool the recommended sample size with a 95% confidence level is 361. Wandle exceeded the minimum calculated recommended sample size as set out in the table below.
| Telephone | 808 |
| Internet | 62 |
| Face to face | 0 |
| Postal | 0 |
| SMS | 396 |
| All other methods | 0 |
| Total sample size achieved | 1266 |
Analysis of our sample achieved, by tenancy type and local authority area, shows that this was representative of our tenant base.
| Housing type | Relevant tenant population | Total survey responses |
| (% total) | (% total) | |
| Affordable Rent General Needs | 10.38% | 10.35% |
| General Needs | 84.88% | 86.49% |
| Intermediate Rent | 1.13% | 1.03% |
| Supported housing | 3.61% | 2.13% |
| Local authority | Relevant tenant population | Total survey responses |
| (% total) | (% total) | |
| Bromley | 1.26% | 1.26% |
| Croydon | 19.53% | 19.43% |
| Kingston | 1.38% | 1.18% |
| Lambeth | 6.84% | 6.95% |
| Lewisham | 4.64% | 3.24% |
| Merton | 20.13% | 18.40% |
| Southwark | 18.93% | 19.98% |
| Sutton | 3.14% | 3.87% |
| Wandsworth | 24.15% | 25.67% |
Not applicable. Wandle do not use external contractors.
No tenants or households have been excluded due to exceptional circumstances
Not applicable. Wandle was able to meet the sample size requirements.
There is no benefit or reward for tenants taking part in the survey.
Wandle is not aware of any methodological issues likely to have a material impact on our TSM scores. We are committed to checking regularly to make sure that our approach continues to be fair and representative of all our tenants.
Wandle monitors performance against the TSMs at a variety of levels and report overall findings to our Executive and Senior Management Teams at regular intervals, as well as to our Customer Experience Committee and the Board.
If you have questions about the Tenant Satisfaction Measure (TSM) survey – please let us know by getting in touch, and we’ll be happy to help.