Tenant Satisfaction Measures
Tenant Satisfaction Measures have been introduced by the Regulator of Social Housing, to assess how well housing providers are doing at providing good quality homes and services to residents.
Tenant satisfaction results 2023/2024
All social housing landlords must carry out an annual satisfaction survey to comply with regulatory requirements introduced in April 2023. The survey results and performance data relate to the period 1 April 2023 to 31 March 2024.
We spoke to over 1500 residents to find out how satisfied they were with their home, and the range of services we provide to them as their landlord. This provided us with lots of information about what residents really value, and where we need to do better.
We conducted the surveys through a range of collection methods, which included telephone, face-to-face, postal, SMS and Internet. Here’s what residents told us:
Overall satisfaction
This is the percentage of residents who reported that they were satisfied with the overall service provided by Manchester City Council.
Overall satisfaction
Keeping Properties in Good Repair
These results relate to the services we provide in residents home and include performance data as well as resident satisfaction data. We conducted the surveys through a range of collection methods, which included telephone, face-to-face, postal, SMS and Internet. Here’s what residents told us:
Satisfied with repairs
Satisfied with time taken to complete most recent repair
of non-Emergency Repairs were completed within target timescale
of Emergency Repairs were completed within target timescale
Homes that do not meet the Decent Homes Standard
Satisfied the home is well maintained
Maintaining Building Safety
These results relate to the safety aspect of the home and building. The performance data is collected by the landlord and there is also satisfaction rate on how safe residents feel the home we provide is.
Provide a home that is safe
Gas safety checks completed
Fire safety checks completed
Asbestos safety checks completed
Water safety checks completed
Lift safety checks completed
Respectful and helpful engagement
These questions relate to our ‘Customer Services’ offer, and how satisfied residents are with the services they receive from us.
Satisfied we listen to tenant views and act upon them
Satisfied we keep tenants informed about things that matter to them
Agree that we treat tenants fairly and with respect
Effective complaint Handling
These results relate to our complaint handling process. The performance data is collected by the landlord and resident satisfaction on complaint handling.
Satisfied with our approach to handling complaints
Number of stage 1 complaints per 1,000 homes
Stage 1 complaints responded to within Complaint Handling Code timescales
Number of Stage 2 complaints per 1,000 homes
Stage 2 complaints responded to within Complaint Handling Code timescales
Responsible Neighbourhood Management
These questions relate to the services we provide in our Neighbourhoods and Communities, measured by performance data and satisfaction obtained from residents.
Satisfied we make a positive contribution to neighbourhoods
Satisfied with our approach to handling anti-social behaviour
Anti-social behaviour cases relative to the size of the landlord
Satisfied we keep communal areas clean and well maintained
Anti-social behaviour cases involving hate crime relative to size of landlord
Originally implemented on the 1st of April 2023, Tenant Satisfaction Measures (TSM’s) aim to improve the lives of social housing tenants — making sure they are listened to, able to live in safe homes in good repair and their complaints are well handled.
TSM’s were introduced to make landlords’ performance more visible to tenants, and to help tenants hold their landlords to account. It allows complete transparency and enables tenants to compare landlords.
There are 22 tenant satisfaction measures in total, covering five themes;
- Keeping properties in good repair
- Maintaining building safety
- Respectful and helpful engagement
- Effective handling of complaints
- Responsible neighbourhood management
Ten of the measures are collected by landlords through their performance monitoring data. The other 12 measures are ‘perception based’ which are carried out through ‘tenant perception surveys’ with residents.
There is very clear guidance from the Regulator of Social Housing about how these surveys are completed, and all landlords must adhere to these requirements1. As a Social Housing landlord, Manchester City Council has to complete an annual return which confirms their compliance with this requirement.
A total of 1503 surveys were undertaken between Sept 2023 – March 2024. The surveys were carried out across Council owned homes managed in-house and homes managed by a management company.
To ensure as many residents as possible could participate, we used a variety of methods to collect this information. This included: telephone calls, face-to-face sessions, postal options, SMS and email / online options.
TSM’s were introduced to give Landlord’s a clear insight of how their tenants believe they are performing, so they can focus on what needs to be improved to increase satisfaction and deliver a better tenant experience overall. We will use the information to improve services across a range of areas.
What our residents told us:
- Our Repairs Service needs to improve – delays getting work done, poor quality repairs and poor/lacking communication were all common themes.
- Investment works are needed – Residents told us their kitchens and/or bathrooms were overdue refurbishment, the condition of homes was a concern for some residents.
- Our Complaints processes need to improve – delays receiving a response, failed promises and a lack of ownership to resolve issues were all key themes.
- Our Neighbourhoods need attention – worries about ASB, fly-tipping and unkempt neighbourhoods were common issues raised, and residents told us they want access to a dedicated Neighbourhood Officer.
Here are just some of the ways we are responding to those concerns:
- We have developed our ‘Service Plan’ for 2024/25 which focuses on getting the basics right, preventing problems down the line and tackles complex problems at the source.
- Our number one priority is the delivery of a high-quality repairs service for our residents, through effective contract management of our repairs partner. This includes a commitment to improve Customer Service and communication with residents.
- Stock condition surveys are well underway across all of our homes and this will enable us to develop an achievable investment strategy, to bring all homes up to a decent standard over time.
- A full review of the Complaints process has been undertaken and a number of improvements have been made, to ensure we offer residents a really good service if they need to complain. This has included creating dedicated ‘complaints officer’ roles, working with our Resident Voice groups to learn from their experiences and delivering a range of training for staff who handle complaints.
- A dedicated ‘clean and green’ team is being launched, whose aim it is to improve the standard of cleanliness and grounds across our estates. This service was fully designed around Resident feedback!
If you want to be involved in our Resident Voice groups, you can find out more information here
Although much of our Social Housing stock is owned and managed by the Council directly, some properties are managed by different providers. To see how your dedicated management agent is performing, you can view their dedicated TSM performance data here:
Avro Hollows (TMO)
It is a technical requirement to combine all performance data into a single ‘parent’ figure, which is what is reported to the Regulator and published on this page.
Summary of Approach
Summary of the survey approach used to generate the tenant perception measures for 2023/2024
Manchester City Council own 15,192 social homes, with the majority of homes (12,189) managed in house by the Council’s Housing Services team. The remainder of the homes are managed by three Private Finance Initiatives (PFI) and two Tenant Management Organisation’s (TMO), as follows:
- Grove Village PFI: 476
- Miles Platting PFI: 1,330
- Brunswick PFI: 785
- Shout TMO: 101
- Avro Hollows TMO: 311
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A. |
A summary of achieved sample size (number of responses) |
We surveyed tenants across all our managed stock and received a total of 1,503 responses. |
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B. |
Timing of survey |
Surveys were carried out between 25/09/2023 through to 31/03/2024. The surveys were done in a phased manner with the PFI’s and TMO’s carrying these out between October 23 to January 24, followed by Housing Services in February 24 to March 24. |
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C. |
Collection methods(s) |
We used a range of collection methods across our different providers which included postal, text/email/online, telephone and face-to-face.
The bulk of our responses were collected by telephone. We found the uptake was much higher and residents told us they valued speaking to a person and provided them a greater opportunity to give qualitative feedback. We were also able to ensure representation by targeting specific groups to obtain a diverse viewpoint. |
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D. |
Sample method |
Sample of the tenant population living in Manchester City Council owned and managed social homes. |
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E. |
Summary of the assessment of representativeness of the sample against the relevant tenant population |
Summary of representativeness carried out on stock type, ethnicity and age. We found no group was unfairly disadvantaged through the approach we took. See table below:
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F. |
Details of any weighting applied to generate the reported perception measures |
No weighting applied |
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G. |
Role of any named external contractor(s) in collecting, generating, or validating the reported perception measures |
Acuity Research & Practice Ltd Rant and Rave |
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H. |
The number of tenant households within the relevant population that have not been included in the sample frame due to exceptional circumstances |
0 |
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I. |
Reasons for any failure to meet the required sample size requirements |
N/A |
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J. |
Type and amount of any incentives offered to tenants to encourage survey completion |
Grove Village PFI: Prize draw with three responses selected at random to receive a shopping voucher (1x £100, 1 x £75 and 1 x £50). Miles Platting PFI: Prize draw with five responses selected at random to win £50 shopping voucher. Brunswick PFI Prize draw with three responses selected at random to win £50 voucher.
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K. |
Any other methodological issues likely to have a material impact on tenant perception measures reported |
N/A |
TSM Survey Manchester City Council Housing Services
- docx - 373Kb
TSM Survey (PDF) MCC Housing Services
- pdf - 242Kb
