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) hascreated 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 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 ofstage onecomplaints received per 1,000 homes
24.9
Number ofstage twocomplaints received per 1,000 homes
3
CH02
Proportion ofstage onecomplaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
87.3%
Proportion ofstage twocomplaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
89.3%
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: