Tenant Satisfaction Measures
We want your experiences with our services to be positive from start to finish. And we want to know if we’re meeting this ambition by finding out how satisfied you are. In 2023, the Regulator of Social Housing (RSH) set out a new set of Tenant Satisfaction Measures (TSMs) to help landlords understand their performance according to tenant satisfaction. The RSH monitor and evaluate TSMs designed to see how well landlords like us are doing at:
- Keeping properties in good repair
- Maintaining building safety
- Respectful and helpful engagement
- Effective handling of complaints
- Responsible neighbourhood management
We now report each year on how we’re performing against each of these areas.
How did we carry out the surveys?
We worked with an independent social and market research agency to survey our residents. TLF are a customer research agency specialising in customer experience, are members of the Market Research Society and are fully compliant with Data Protection Laws. Prior to the survey going live, we supported customers with a questionnaire and Customer FAQs.
Surveys were conducted between 9am to 7pm Monday to Friday, 10am to 6pm on Saturday and 11am to 6pm on Sunday. The survey was open from 4 February to 26 February 2025.
Tenant satisfaction survey results
| TSM Measure | LCRA | LCHO |
| Overall Satisfaction with Abri | 52.1% | N/A |
| Satisfaction with repairs completed in the last 12 months | 53.2% | N/A |
| Satisfaction with time taken to complete most recent repair | 51.5% | N/A |
| Satisfaction that the home is well maintained | 57.8% | N/A |
| % Homes that do not meet the Decent Homes Standard | 0.4% | N/A |
| Repairs completed within target timescales (emergency) | 99.1% | N/A |
| Repairs completed within target timescales (non-emergency) | 93.2% | N/A |
| Satisfaction that the home is safe | 66.1% | N/A |
| % of due Gas safety checks completed | 92.2% | |
| % of due Fire safety checks completed | 97.6% | |
| % of due Asbestos safety checks completed | 85.0% | |
| % of due Water safety checks completed | 99.9% | |
| % of due Lift safety checks completed | 81.7% | |
| Satisfaction that the landlord listens to tenants views and acts upon them | 45.0% | N/A |
| Satisfaction that the landlord keeps tenants informed about things that matter to them | 62.9% | N/A |
| Agreement that the landlord treats tenants fairly and with respect | 64.4% | N/A |
| Satisfaction with complaint handling | 19.6% | N/A |
| Number of Stage 1 complaints received per 1,000 homes | 136.8 | N/A |
| Number of Stage 2 complaints received per 1,000 homes | 23.3 | N/A |
| % of complaints handled within the complaint handling code timescales (Stage 1) | 17.2% | N/A |
| % of complaints handled within the complaint handling code timescales (Stage 2) | 16.8% | N/A |
| Satisfaction that the landlord keeps communal areas clean and well maintained | 65.5% | N/A |
| Satisfaction that the landlord makes a positive contribution to neighbourhoods | 55.2% | N/A |
| Satisfaction with the landlords approach to handling ASB | 55.1% | N/A |
| Number of new ASB cases reported per 1,000 homes | 107.1 | |
| Number of new ASB cases that involve hate crime incidents reported per 1,000 homes | 0.8 | |
| I trust Abri to do what they say they will do | 46.6% | N/A |
*Low-Cost Home Ownership (LCHO) results include surveys to customers in shared ownership homes, for example.
*Low-Cost Rental Accommodation (LCRA) results include surveys to customers in general needs rented homes and housing for older people, for example.
Satisfaction for Octavia rental customers compared to last year
The biggest drop in satisfaction is with the repairs service (-9.5%) and time taken to complete repairs (-6.5%). Although listen to views and acts upon them has scored low it has seen the highest increase in satisfaction (+6.1) from 2023/2024:
- A home that is safe (+2.3%)
- Listening to views and acts upon them (+6.1%)
- Treated fairly and with respect (+3.0%)
- Communal areas clean and well maintained (+1.0%)
- Approach to handling ASB (+3.7%)
*Note: LCHO results were not submitted to the Regulator as Octavia have under 1,000 LCHO properties.