The Tenant Satisfaction Measures

The Regulator of Social Housing’s Transparency, Influence and Accountability Standard requires all registered providers of social housing to collect and report annually on their performance using a core set of defined measures, called the Tenant Satisfaction Measures or TSMs. The TSMs provide tenants with greater transparency about their landlord’s performance.

A full report of our Tenant Satisfaction Measure performance 2023-2024 can be found below.

TSM results 2023-2024 Report

TSM results 2023-2024 appendix 1 

A summary of results can be found below.  As well as publishing our results here on our website, we provide tenants with a summary report that shows how well we have performed in terms of our TSMs, as well as how we have taken their feedback on board.

TSM Ref TSM Units where NH&S the landlord  –

Number of Responses to Question

 Units where NH&S is the landlord

Result

 All Units (including managed)

Number of Responses to Question

 All Units (including managed)

Result
TP01 Proportion of respondents who report that they are satisfied with the overall service from Norton Housing and Support 17 88% 46 83%
TP02 Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service 13 92% 36 78%
TP03 Proportion of respondents who have received a repair in the last 12 months who report they are satisfied with the time taken to complete their most recent repair 13 77% 32 59%
TP04 Proportion of respondents who report that they are satisfied their home is well maintained 17 71% 46 70%
TP05 Proportion of respondents who report that they are satisfied that their home is safe 17 76% 46 87%
TP06 Proportion of respondents who report that they are satisfied that Norton Housing and Support listens to tenant views and acts upon them 17 59% 46 70%
TP07 Proportion of respondents who report that they are satisfied that Norton Housing and Support keeps tenants informed about things that matter to them 17 82% 45 78%
TP08 Proportion of respondents who report that they agree Norton Housing and Support treats them fairly and with respect 17 76% 46 83%
TP09 Proportion of respondents who report making a complaint in the last 12 months who are satisfied with Norton Housing and Support’s approach to complaints handling 3 67% 8 38%
TP10 Proportion of residents with communal areas who report that they are satisfied that Norton Housing and Support keeps communal areas clean and well maintained 13 100% 41 88%
TP11 Proportion of respondents who report that they are satisfied that Norton Housing and Support makes a positive contribution to the neighbourhood 16 81% 43 58%
TP12 Proportion of respondents who report that they are satisfied with Norton Housing and Support’s approach to ASB 17 94% 45 80%

 

Units where NH&S is the landlord All Units, including those where NH&S is a managing agent
CH01 Complaints relative to the size of the landlord  – stage one complaints  received per 1,000 homes 148.15 81.97
Complaints relative to the size of the landlord  – stage two complaints  received per 1,000 homes 0 0
CH02 Complaints responded to within Complaint Handling Code timescales 100% 100%
NM01 Anti-social behaviour cases relative to the size of the landlord 37.04 65.57
Anti-social behaviour cases that involve hate incidents relative to the size of the landlord 0 0
RP01 Proportion of homes that do not meet the Decent Homes Standard 0 landlord responsibility
RP02 Proportion of non-emergency repairs completed within NH&S’s target timescale 83% 83%
Proportion of emergency responsive repairs completed within NH&S’s target timescale 100% 97%
BS01 Proportion of homes for which all required gas safety checks have been carried out 100% landlord responsibility
BS02 Proportion of homes for which all required fire risk assessments have been carried out. 100% landlord responsibility
BS03 Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out 100% landlord responsibility
BS04 Proportion of homes for which all required legionella risk assessments have been carried out 0% landlord responsibility
BS05 Proportion of homes for which all required communal passenger lift safety checks have been carried out. Not applicable Not applicable

 Social Return on Investment (SROI)

In 2016, Norton Housing & Support commissioned an independently evaluated and accredited SROI exercise to enable us to better understand the social value generated by our services. The recently published report confirms that for every £1 spent we generate between £8 – £11 in added value.

“Everything has changed for me, my confidence, my social life and my financial situation. NH&S has given me space to come to terms with having a mental illness. Before I was on my own and lonely, in and out of hospital. Now I feel supported, I am more stable, I have friends and a volunteering job” (SROI consultation 2017)

Annual service user survey

Some results from our annual service user housing survey 2023.

  • 70% of those who answered, agreed that Norton Housing and Support listens to their views and acts upon them.
  • 83% of those who answered, agreed that Norton Housing and Support treats them fairly and with respect.
  • 83% were satisfied with the overall service provided by Norton Housing and Support.
  • 87% of those who answered were satisfied that Norton Housing and Support provides a home that is safe.
  • ‘Happy with the support I get plus it’s a lovely clean house.’
  • ‘Norton Housing and support is excellent I am very pleased with the services they provide.’
  • ‘I am kept up to date with the things I need to know.’