Tenant Satisfaction Measures

Feedback from our customers is very important to us, with customer care and satisfaction at the heart of what we do.

It’s also important that similar organisations to Karbon Homes gather the same feedback. 

The Regulator of Social Housing (RSH) has created a new way to assess if social landlords in England are doing their job right, called Tenant Satisfaction Measures (TSMs). You can find out more about them and our results below.

What are the measures?

There are 22 different themes that get checked to make sure that everyone lives in a safe, comfortable place with a landlord who cares about them.

Ten of them are measured by us, as a landlord – like how quickly we fix things and keeping your home safe. The other 12 are measured through a survey with our customers, to see how satisfied they are with their home and with the service we provide. All social landlords in England have to collect and publish the data.

It is intended that people will be able to use these measures to understand how landlords are doing and if they’re meeting the regulator’s standards. The aim is to make the performance of all social housing landlords in England visible and easy to access for customers.

Results from every housing provider will be available to everyone to view online, compare and question.

How do we carry out the survey?

We’ve collected our customer perception survey measure results from 2,878 of our customers across the Karbon Group, picked at random.

We did this using a rolling monthly survey from April 2023 to March 2024 and made sure we met the survey conditions as required by the Regulator of Social Housing. Our research provider, Acuity carries out the surveys for us and will continue to do so.

Our latest results

Our results below cover the Karbon Group as a whole, including 54North, from April 2023 to March 2024

Regulator Code TSM Title 2023-24 Result
MANAGEMENT INFORMATION MEASURES
CH01 Number of stage one complaints received per 1,000 homes 24.9
Number of stage two complaints received per 1,000 homes 3
CH02 Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales 87.3%
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. 88.2%
NM01 Number of anti-social behaviour cases, opened per 1,000 homes 102.6
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes 1.4
RP01 Proportion of homes that do not meet the Decent Homes Standard 0.0%
RP02 Proportion of non-emergency responsive repairs completed within the landlord’s target timescale 76.4%
Proportion of emergency responsive repairs completed within the landlord’s target timescale 95.9%
BS01 Proportion of homes for which all required gas safety checks have been carried out 99.9%
BS02 Proportion of homes for which all required fire risk assessments have been carried out 99.9%
BS03 Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out 100.0%
BS04 Proportion of homes for which all required legionella risk assessments have been carried out 100.0%
BS05 Proportion of homes for which all required communal passenger lift safety checks have been carried out 100.0%
TENANT PERCEPTION MEASURES
TP01 Overall satisfaction 84.3%
TP02 Satisfaction with repairs  84.4%
TP03 Satisfaction with time taken to complete most recent repair  79.8%
TP04 Satisfaction that the home is well maintained 85.6%
TP05 Satisfaction that the home is safe  92.6%
TP06 Satisfaction that the landlord listens to tenant views and acts upon them 76.8%
TP07 Satisfaction that the landlord keeps tenants informed about things that matter to them 88.4%
TP08 Agreement that the landlord treats tenants fairly and with respect  90.1%
TP09 Satisfaction with the landlord’s approach to handling complaints 45.1%
TP10 Satisfaction that the landlord keeps communal areas clean and well maintained  78.7%
TP11 Satisfaction that the landlord makes a positive contribution to neighbourhoods  82.4%
TP12 Satisfaction with the landlord’s approach to handling anti-social behaviour 70.9%

What happens next?

We’ll continue to survey our customers for TSMs (see more information below) and we’ll learn from feedback.  

We already closely monitor our performance, as well as customer satisfaction and feedback, to shape our services and our TSM results will also help us to do so. 

Tell us what you think

We have a long-standing partnership with Acuity, our research provider. You may have spoken to one of their surveyors before to give us feedback about a recent move or repair you have had completed.

They also contact a selection of customers at random to provide feedback on the 12 customer perception TSMs. The survey shouldn’t take more than 12 minutes to complete, and we’d encourage you to take part if you’re contacted. By providing feedback, you can help us to improve the services you use every day.

Calls will only come from this telephone number: 0191 821 0011.If you don’t want to participate, just let the surveyor know and you’ll not receive any more calls.

Please note, if you have opted out of our surveys before and would like to be considered this time, contact us via the methods below and we’ll add you back on the list: