Tenant Satisfaction Measures – April 2024 to March 2025
Tenant Satisfaction Measures – April 2024 to March 2025
We are pleased to publish our data against the tenant satisfaction measures (TSMs) covering the period from April 2024 to March 2025.
A requirement set out by the Regulator of Social Housing, the aim of the tenant satisfaction measures is to provide clear, visible and comparable information around landlord performance.
In 2024/25, we carried out 1,222 resident surveys as part of the TSM process. We’re proud to report that we’ve improved our scores across all 12 satisfaction-based measures.
You can see the full set of results for all 22 measures below. We remain committed to using this data to monitor progress and continue improving the services we provide.
The TSMs consist of 22 measures: 10 providing management information, which is information collected and monitored by Settle to ensure we are delivering good services. For example, how many of our homes meet the Decent Homes standard set by government or how many complaints we respond to within the Housing Ombudsman’s Code timescales. The remaining 12 are measured by surveying our residents.
The measures cover five key themes to understand residents’ satisfaction with the landlord services we provide:
- Keeping properties in good repair
- Maintaining building safety
- Respectful and helpful engagement
- Responsible neighbourhood management
- Effective handling of complaints
Which questions are asked?
We ask tenants 12 questions required by the regulator but have also added a few questions to gain a better insight how residents feel. You can find the whole list below:
We’re reporting on our full-year performance from 1 April 2024 to 31 March 2025, based on 1,222 responses from residents.
How do we carry out our surveys?
We work with our partner Acuity Research and Practice LTD who carry out the surveys on our behalf.
We collected 99.13% of responses through telephone calls and 0.87% through online surveys. From experience we get a better response to telephone surveys compared to online. Speaking to residents on the phone also helps us to gather the feedback through conversation and allows for follow up questions. While carrying out these surveys, we ensure:
Accessibility and Inclusivity: Ensuring accessibility for all residents, which aligns with our goal of reaching a broad and representative sample.
Engagement and Data Quality: Indirect interaction by online, and direct interaction over the phone tends to enhance engagement, allowing participants to answer clarifying questions and leading to more accurate and detailed responses. This is particularly valuable for nuanced satisfaction metrics.
Response Rates: Using a mixed method approach maximises the robustness of our data and ensuring the results truly reflect the resident base. Continuing to include a telephone aspect also allows Settle to be reactive to flags and alerts, which improves customer recovery.
Reliability and Consistency: Maintaining consistency with previous years’ methodologies allows for more reliable trend analysis. It also enables richer information to be gathered.
Independence: Using Acuity, an independent market research agency, means that participants are free from influence from the rest of the organisation.
We carried out surveys on a monthly basis and review the data each month to look at trends. Every quarter, we overlay this data with other feedback that we receive and share this at different levels in the organisation, identifying areas for improvement and where deeper analysis is required. There is no incentive given to residents to complete these surveys.
Who takes part?
Acuity selects tenants randomly and makes sure we get feedback from different age groups, tenures and neighbourhoods, making it proportional to the different tenants living in Settle homes. All our tenures are covered through this process, except leaseholders and shared owners.
(We carry out a shared ownership survey every two years and report the results separately. You can the most recent results from February 2024 here.)
Once we receive the feedback, we check how representative the respondents are of the tenants who live in our homes. We look into these main areas:
· Type of tenure
· County
· Age group
· Length of tenancy
More information on how the TSM surveys were carried out can be found in our Tenant Satisfaction Measures – Summary of Approach 2024/25
We work with an independent company, Acuity Research and Practice, to carry out surveys with residents on our behalf. A member of the Acuity team may contact you, usually through a phone call and will ask a series of set questions from which we will report the results to the Regulator.
Our current scores – what residents think about our services
Resident trust score is 7.1 against a target of 7.5.
Resident effort score is 2.9, against a target of 3 or below.
Keeping properties in good repair
Maintaining building safety
Respectful & helpful engagement
Effective handling of complaints
Responsible neighbourhood management
Management Information Measures
Information collected and monitored by Settle to ensure we are delivering good services to all residents.
Keeping properties in good repair
Homes not meeting Decent Homes Standard
Non-emergency repairs completed within target
Emergency repairs completed within target
Maintaining building safety
Gas safety checks completed
Asbestos checks completed
Fire safety checks completed
Lift safety checks completed
Water safety checks completed
Effective handling of complaints
Stage One complaints per 1,000 homes
Stage Two complaints per 1,000 homes
Stage One complaints responded to within complaint handling code timescales
Stage Two complaints responded to within complaint handling code timescale
Responsible neighbourhood management
Anti-social behaviour cases per 1,000 homes
Hate incidents per 1,000 homes
Keeping properties in good repair
Taking everything into account, how satisfied or dissatisfied are you with the service provided by Settle?
| Satisfied | Neutral | Dissatisfied |
| 69.57% | 6.04% | 24.38% |
How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it?
| Satisfied | Neutral | Dissatisfied |
| 64.79% | 5.87% | 29.35% |
How satisfied or dissatisfied are you that Settle provides a home that is well maintained?
| Satisfied | Neutral | Dissatisfied |
| 69.6% | 10.4% | 20% |
Maintaining building safety
Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Settle provides a home that is safe?
| Satisfied | Neutral | Dissatisfied |
| 78.33% | 7.72% | 13.96% |
Respectful & helpful engagement
How satisfied or dissatisfied are you that Settle listens and acts to your views and acts upon them?
| Satisfied | Neutral | Dissatisfied |
| 57.3% | 13.33% | 29.4% |
How satisfied or dissatisfied are you that Settle keeps you informed about things that matter to you?
| Satisfied | Neutral | Dissatisfied |
| 72.24% | 11.03% | 16.73% |
To what extent do you agree or disagree with the following “my landlord treats me fairly and with respect”?
| Satisfied | Neutral | Dissatisfied |
| 78.31% | 12.56% | 9.12% |
Effective handling of complaints
How satisfied or dissatisfied are you with Settle’s approach to complaints handling?
| Satisfied | Neutral | Dissatisfied |
| 37.93% | 13.22% | 48.85% |
Responsible neighbourhood management
How satisfied or dissatisfied are you that Settle keeps these communal areas clean and well maintained?
| Satisfied | Neutral | Dissatisfied |
| 67.86% | 7.14% | 25% |
How satisfied or dissatisfied are you that Settle makes a positive contribution to your neighbourhood?
| Satisfied | Neutral | Dissatisfied |
| 62.75% | 19.33% | 17.93% |
How satisfied or dissatisfied are you with Settle’s approach to handling anti-social behaviour?
| Satisfied | Neutral | Dissatisfied |
| 58.74% | 13.29% | 27.97% |
Trust & Effort
In addition to the tenant satisfaction measures, it is also important to us to understand how much you trust us as your landlord and how easy you feel it is to have your issues resolved.
We are delighted to confirm that we achieved higher results than the targets we had set ourselves last year:
-
- Trust – 7.26 [where the higher the score the better]
- Effort – 2.81 [where the lower the score the better]
This is based on resident influence on our work – we will continue listening, learning and responding to deliver what we know is most important to you.
Tenant Satisfaction Measures April 2024 – September 2024 PDF
Overall satisfaction
Taking everything into account, how satisfied or dissatisfied are you with the service provided by Settle? ?
| Satisfied | Neutral | Dissatisfied |
| 70% | 14% | 16% |
Keeping properties in good repair
How satisfied or dissatisfied are you with the overall repairs service from Settle over the last 12 months?
| Satisfied | Neutral | Dissatisfied |
| 70% | 8% | 22% |
How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it?
| Satisfied | Neutral | Dissatisfied |
| 63% | 7% | 30% |
How satisfied or dissatisfied are you that Settle provides a home that is well maintained?
| Satisfied | Neutral | Dissatisfied |
| 69% | 12% | 19% |
Homes that do not meet the Decent Homes Standard.
| 0.02% |
(Homes that meet the Decent Homes Standard – 98.8%)
Responsive repairs completed within target timescale (Non-emergency)
| 72% |
Emergency repairs completed within target timescale (Emergency)
| 99.95% |
Maintaining building safety
Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Settle provides a home that is safe?
| Satisfied | Neutral | Dissatisfied |
| 75% | 10% | 15% |
Proportion of homes for which all required gas safety checks have been carried out.
| 100% |
Proportion of homes for which all required fire risk assessments have been carried out.
| 100% |
Proportion for which required asbestos management surveys or re-inspections have been carried out.
| 100% |
Proportion of homes for which all required legionella risk assessments have been carried out.
| 100% |
Proportion of homes for which all required communal passenger lift safety checks have been carried out.
| 100% |
Respectful & helpful engagement
How satisfied or dissatisfied are you that Settle listens to your views and acts upon them?
| Satisfied | Neutral | Dissatisfied |
| 54% | 20% | 26% |
How satisfied or dissatisfied are you that Settle keeps you informed about things that matter to you?
| Satisfied | Neutral | Dissatisfied |
| 70% | 15% | 15% |
To what extent do you agree or disagree with the following “my landlord treats me fairly and with respect”?
| Satisfied | Neutral | Dissatisfied |
| 75% | 14% | 11% |
Effective handling of complaints
How satisfied or dissatisfied are you with Settle’s approach to complaints handling?
| Satisfied | Neutral | Dissatisfied |
| 36% | 15% | 49% |
Complaints relative to the size of the landlord. Complaints per 1,000 properties – Stage 1.
| 6.3% |
| Complaints per 1,000 properties | ||
| 63.3 |
Complaints relative to the size of the landlord. Complaints per 1,000 properties – – Stage 2.
| 1.3% |
| Complaints per 1,000 properties | ||
| 12.9% |
Complaints responded to within Complaint Handling Code Timescales – Stage 1.
| 98.25% |
Complaints responded to within Complaint Handling Code Timescales – Stage 2.
| 98.77% |
Responsible neighbourhood management
How satisfied or dissatisfied are you that Settle keeps these communal areas clean and well maintained?
| Satisfied | Neutral | Dissatisfied |
| 60% | 13% | 27% |
How satisfied or dissatisfied are you that Settle makes a positive contribution to your neighbourhood?
| Satisfied | Neutral | Dissatisfied |
| 60% | 23% | 17% |
How satisfied or dissatisfied are you with Settle’s approach to handling anti-social behaviour?
| Satisfied | Neutral | Dissatisfied |
| 55% | 21% | 24% |
Anti-social behaviour cases relative to the size of the landlord.
| 4.8% |
| Cases per 1,000 properties | ||
| 48.4 |
Anti-social behaviour cases relative to the size of the landlord that involve hate crime.
| 0.08% |
| Cases per 1,000 properties | ||
| 0.8 |
Effort and trust
In addition to the tenant satisfaction measures, it is also important to us to understand how much you trust us as your landlord and how easy you feel it is to have your issues resolved.
We are delighted to confirm that we achieved higher results than the targets we had set ourselves last year:
-
- Trust – we had a target for the year to achieve a resident trust score of 7.2 [where the higher the score the better], we achieved 7.4.
-
- Effort – we had a target of below 4 [where the lower the score the better], we achieved 2.8.
This is based on resident influence on our work – we will continue listening, learning and responding to deliver what we know is most important to you
Summary
The results shown on this page report on data gathered between 1st April 2023 and 31st March 2024. We have monitored this throughout the year and reported on this to our Board. We set and agreed targets for the year with our Board, focussed on dissatisfaction, alongside targets for the operational activity we are required to submit to our Regulator.
We report on 22 measures in total.
Thirteen of the measures met and exceeded target. These were: overall satisfaction, residents feeling that they are kept informed, treated with respect, feeling that we make a positive contribution to the neighbourhood, that we provide safe homes and well-maintained homes, our provision of emergency repairs, how we meet the five compliance measures (gas, fire, water, asbestos, lifts) and complaints resolved within ombudsman timeframes. Three measures missed target but were within Board agreed tolerance of 5% which were repairs satisfaction, our handling of Anti-Social Behaviour (ASB) and Decent Homes.
Four targets were missed. These were our maintenance of communal areas, time taken on repairs, residents feeling that we listen and act and complaint satisfaction. Two further have been monitored but not targeted as there is yet to be information published on what represents a good score. They are complaints per one thousand properties and ASB per one thousand properties.
For the four areas of underperformance, we have plans in place to increase satisfaction over the next twelve months. These include:
-
- Neighbourhood maintenance and repairs improvement plans.
-
- How we listen and act: improving communication around repairs.
-
- Complaints satisfaction: improving how we signpost to and handle complaints.
We monitor progress through our Listen and Act colleague group, along with our Tenant and Resident Assurance Panel which includes our Chief Executive and members of our Executive team. We report on outputs from these groups at the Operations Committee of our Board and where appropriate, to full Board.
From benchmarking information comparing settle to other similar organisations carried out during the year, we can see that settle sits in the middle of the range for resident satisfaction. We had an independent audit carried out on our approach to the Tenant Satisfaction Measures. The auditors found significant assurance in our methodology, calculation and approach to collection, and also detail that our scores are in line with other housing sector clients.
Our feeling at settle is that the results we are reporting here show that we have performed reasonably well during the past year. Our focus is on continuing to deliver improvements so that over the next twelve months we can report that we are performing very well. We have plans in place across services. We know that increasing repairs performance is key to resident trust and good performance against the Tenant Satisfaction Measures, and this will remain our focus over the next twelve months.
More information on what we’re doing to improve our services can be found in our latest news story –Tenant Satisfaction Measures – what we’re hearing from you
In December 2021 the Regulator for Social Housing (the Regulator) launched a consultation on proposed Tenant Satisfaction Measures. The aim of these measures, which were first included in the Social Housing White Paper, is to provide residents and the Regulator with clear and comparable information about landlords’ performance. This will help residents hold their landlords to account and will also be used by the Regulator in their role assessing how well social housing landlords in England are doing at providing good quality homes and services.
We share our performance against the measures with our residents once a year and, as a housing association with over 1000 homes, we provide the Regulator with this information.
We welcome the intentions of the Tenant Satisfaction Measures and always aim to provide good services to residents. So, whilst the results of the Regulator’s consultation were due to be published in late summer 2022, with landlords like Settle expected to report on the measures from April 2023, we began to survey residents based on the draft measures In August 2022.