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Tenant Satisfaction Measures

View the survey results of tenant satisfaction measures - A breakdown of how tenants rated our services,

TorVista Homes are regulated under the Social Housing (Regulation) Act 2023. Under this act there is a series of regulations that social housing landlords must legally follow. The Regulator of Social Housing introduced Tenant Satisfaction Measures (TSM) to measure the performance of all social housing landlords, and now forms a part of the Transparency, Influence and Accountability Standards.

From April 2023 social landlords started collecting data using the measures outlined in the ‘Tenant Satisfaction Measures, Tenant survey requirements’ and ‘Tenant Satisfaction Measures Technical requirements’ documents.

Following our initial survey in 2023, in 2024 we have carried conducted a census survey across our tenants and have collated the responses.

The survey for 2024 was conducted digitally, with all tenants being sent the tenant satisfaction survey to be completed online. Of all tenants, 25% responded to the survey.

1. Overall Satisfaction with Landlord Services

Response Option Percentage
Very Satisfied 37%
Fairly Dissatisfied 25%
Neither Satisfied nor Dissatisfied 13%
Fairly Satisfied 25%

2. Satisfaction with Repairs Service (Past 12 Months)

Response Option Percentage
Very Satisfied 43%
Fairly Satisfied 14%
Neither Satisfied nor Dissatisfied 29%
Fairly Dissatisfied 14%
Very Dissatisfied 0%

3. Satisfaction with Home Maintenance

Response Option Percentage
Very Satisfied 50%
Fairly Satisfied 25%
Neither Satisfied nor Dissatisfied 12%
Fairly Dissatisfied 13%
Very Dissatisfied 0%

4. Satisfaction with Home Safety

Response Option Percentage
Very Satisfied 37%
Fairly Satisfied 25%
Neither Satisfied nor Dissatisfied 0%
Fairly Dissatisfied 38%
Very Dissatisfied 0%

5. Satisfaction with Being Kept Informed

Response Option Percentage
Very Satisfied 37%
Fairly Satisfied 25%
Neither Satisfied nor Dissatisfied 0%
Fairly Dissatisfied 38%
Very Dissatisfied 0%

6. Agreement: "My Landlord Treats Me Fairly and with Respect"

Response Option Percentage
Strongly Agree 37%
Agree 25%
Neither Agree nor Disagree 0%
Disagree 38%
Strongly Disagree 0%

7. Satisfaction with Complaints Handling

Response Option Percentage
Very Satisfied 60%
Fairly Satisfied 20%
Neither Satisfied nor Dissatisfied 20%
Fairly Dissatisfied 0%
Very Dissatisfied 0%

8. Satisfaction with Handling Anti-Social Behaviour

Response Option Percentage
Very Satisfied 14%
Fairly Satisfied 14%
Neither Satisfied nor Dissatisfied 29%
Fairly Dissatisfied 43%
Very Dissatisfied 0%

9. Satisfaction with Cleanliness of Communal Areas

Response Option Percentage
Very Satisfied 25%
Fairly Satisfied 12%
Neither Satisfied nor Dissatisfied 13%
Fairly Dissatisfied 25%
Very Dissatisfied 25%

10. Satisfaction with Landlord’s Contribution to Neighbourhood

Response Option Percentage
Very Satisfied 33%
Fairly Satisfied 17%
Neither Satisfied nor Dissatisfied 33%
Fairly Dissatisfied 17%
Very Dissatisfied 0%