In 2023 the Regulator of Social Housing introduced a set of Tenant Satisfaction Measures (TSMs). These measures are collected through a perception survey sent to our tenants, and from management information collected by the Council’s internal systems.

The measures provide assurance on how well we are performing in areas that matter most to tenants.

The results of the 2024/25 TSMs are published below.

Key for codes

• TP – Tenant Perception
• BS – Building Safety
• RP – Repairs
• NM – Neighbourhood Management
• CH - Complaints

TSMs collected from Tenant Survey

Code	Tenant Satisfaction Measure	Reported
TP01	Proportion of respondents who report that they are satisfied with the overall service from their landlord	58.2%
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	62.3%
TP03	Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair	60.7%
TP04	Proportion of respondents who report that they are satisfied that their home is well maintained	63.8%
TP05	Proportion of respondents who report that they are satisfied that their home is safe	70.0%
TP06	Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them	50.3%
TP07	Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them	59.2%
TP08	Proportion of respondents who report that they agree their landlord treats them fairly and with respect	71.2%
TP09	Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling	26.1%
TP10	Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained	53.7%
TP11	Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood	51.8%
TP12	Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour	48.4%

Approach to Perception Survey

The survey was posted to all Warwick District Council (WDC) tenants. A total of 5,382 questionnaires were mailed to all WDC tenant households in March 2025 and they were given up to four weeks to respond through to 2024/25 year-end.

A total of 893 questionnaires were returned in the period allowed. Tenants were given the option to complete the survey online and 768 of the 893 completed the survey this way, with the remaining 125 completed via postal and physical routes. The survey response rate was 16.6%

Analysis of tenant characteristics within the reponded to questionnaires established that weighting of the original results was not required and that the responses were representative of the tenant population.

WDC's published summary of approach, covering letters and questionnaire can be accessed via this link.

Outcome of Perception Survey

The results of the Warwick District Council’s TSM survey were generally lower than our expectations and represented a decrease from 2023/24. A renewed focus upon the key drivers of satisfaction will help increase overall satisfaction for the majority of tenants over time, whilst particular consideration will be given to areas of low satisfaction.

We are committed to improving tenant satisfaction levels and will clearly communicate the 2024/25 TSM findings to staff to identify actions to improve our services.

 

TSMs collected from management information

Building safety

Code	Tenant Satisfaction Measure	Reported
BS01	Proportion of homes for which all required gas safety checks have been carried out	100%
BS02	Proportion of homes for which all required fire risk assessments have been carried out	97.8%
BS03	Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out	100%
BS04	Proportion of homes for which all required legionella risk assessments have been carried out	100%
BS05	Proportion of homes for which all required communal passenger lift safety checks have been carried out	100%

Decent Homes Standard and Repairs

Code	Tenant Satisfaction Measure	Reported
RP01	Proportion of homes that do not meet the Decent Homes Standard	5.5%
RP02 (1)	Proportion of non-emergency responsive repairs completed within the landlord’s target timescale	80.5%
RP02 (2)	Proportion of emergency responsive repairs completed within the landlord’s target timescale	95.1%

Anti-Social Behaviour

Code	Tenant Satisfaction Measure	Reported
NM01 (1)	Number of anti-social behaviour cases opened per 1,000 homes	25.7
NM02 (2)	Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes	3.5

Complaints

Code	Tenant Satisfaction Measure	Reported
CH01 (1)	Number of stage one complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes	24.4
CH01 (2)	Number of stage two complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes	3.9
CH02 (1)	Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales	65.7%
CH02 (2)	Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales	18.2%