Tenant Satisfaction Measures 2023/24 results

We submitted the 2023/24 tenant satisfaction scores to the Regulator of Social Housing in June 2024.

Alongside our tenant views, we also reported a series of management information to demonstrate how we were performing in different areas. Click on the drop-downs below to read these.

We also published the tenant satisfaction scores in the summer 2024 edition of our tenant and leaseholder newsletter, Nottingham Council Housing News. You can read that in full by clicking here

TSM satisfaction based measure (from tenant perception survey)	2023/24 result
Overall satisfaction
Overall satisfaction with services provided	61%
Keeping properties in good repair
Satisfaction with repairs we've done in the last 12 months	64%
Satisfaction with the time taken to complete the most recent repair	57%
Satisfaction that the home is well maintained	63%
Maintaining building safety
Satisfaction that the home is safe	72%
Effective handling of complaints
Satisfaction with the way we handle complaints	27%
Respectful and helpful engagement
Satisfaction that we listen to tenant views and act on them	52%
Satisfied that we keep you informed about things that matter to you	71%
Agreement that we treat tenants fairly and with respect	71%
Responsible neighbourhood management
Satisfaction that we keep communal areas clean and well maintained	61%
Satisfaction that we make a positive contribution to your neighbourhood	65%
Satisfied with the way we deal with anti-social behaviour	64%

TSM Management Information Measure	2023/24 result
Decent Homes Standard
Percentage of homes that don't meet the Decent Homes Standard	0.2%
Repairs completed within target timescale
Percentage of emergency responsive repairs completed within the landlord's target timescale	88%
Percentage of non-emergency responsive repairs completed within the landlord's target timescale	84%
Safety checks
Percentage of homes for which all required gas safety checks have been carried out	100%
Percentage of homes for which all required fire risk assessments have been carried out	100%
Percentage of homes for which all required asbestos management surveys or re-inspections have been carried out	100%
Percentage of homes for which all required legionella risk assessments have been carried out	100%
Percentage of homes for which all required communal passenger lift safety checks have been carried out	100%
Complaints
Number of stage one complaints received per 1,000 homes	54
Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales	88%
Number of stage two complaints received per 1,000 homes	9
Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales	88%
ASB cases relative to landlord size
Number of anti-social behaviour cases opened per 1,000 homes	22
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes	1

Nottingham City Council Housing Services
Registered Office: Loxley House, Station Street, Nottingham, NG2 3NG.
Registered in England and Wales.

Tenant Satisfaction Measures 2023/24 results

2023/24 TSM satisfaction scores from tenant perception survey

2023/24 Management Information Measures scores