THE BLUE HOUSE RESIDENTS’ TENANTS SATISFACTION MEASURE REPORT 2023-24

The tenant satisfaction measures:

There are 22 tenant satisfaction measures, covering five themes. Ten of these are measured by landlords directly, and 12 measured by landlords carrying out resident (tenant) perception surveys.
You can read the full definitions of the tenant satisfaction measures in Tenant Satisfaction Measures: Technical Requirements, a copy of which is online here.

Resident Perception Surveys

The Regulator of Social Housing documentation refers to the Tenant perception survey. The Blue House CIO as an Almshouse does not have tenants, but beneficiaries of the charity, commonly referred to as residents, so Resident Perception Survey has been used here instead.
The Blue House CIO has only 17 self-contained flats located within a single Grade 1 Listed Building, for which the charity was responsibility for, located in the centre of Frome.
The current residents are aged between 58 and 89 years of age.
Blank surveys were circulated to all residents of the Blue House.
Of the 17 surveys sent out, 13 were completed and returned, amounting to 76% of possible responses
Results are shown as a percentage of those 13 responses.
Respondents did not always answer all possible questions.
Answers to each question prompted a response of: Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied.
Results with 1 or more responses have been listed here so, for example, if no responses were received for Fairly dissatisfied, for a question, the response of 0% is not shown.

Note: Due to the small number of residents (only 17 in the house) 8% Equates to just one person.

TSM Number	Tenant Satisfaction Measure (TSM)	Measured by:	Percentages and Comments
Overall satisfaction
TP01	Overall satisfaction	Resident perception survey	77% Very satisfied 23% Fairly satisfied
TP02	Satisfaction with repairs	Resident perception survey	62% Very satisfied 23% Fairly satisfied 15% Neither satisfied nor unsatisfied
Keeping properties in good repair
TP03	Satisfaction with time taken to complete most recent repair	Resident perception survey	54% Very satisfied 38% Fairly satisfied 8% Neither satisfied nor unsatisfied
TP04	Satisfaction that the home is well-maintained	Resident perception survey	77% Very satisfied 23% Fairly satisfied
RP01	Homes that do not meet the Decent Homes Standard	Landlords’ management information	None. The Blue House meets the Decent Homes Standard. A copy of the document is available in the office or here: https://www.gov.uk/government/publications/a-decent-home-definition-and-guidance
RP02	Repairs completed within target timescale	Landlords’ management information	100% urgent and standard repairs requested by residents completed within timescale
Maintaining building safety
TP05	Satisfaction that the home is safe	Resident perception survey	85% Very satisfied 15% Fairly satisfied
BS01	Gas safety checks	Landlords’ management information	100% compliant – The 2 gas boilers have had their annual landlords gas safety check (there is no gas within the building itself)
BS02	Fire safety checks	Landlords’ management information	100% compliant – The house has had its necessary fire risk assessment.
BS03	Asbestos safety checks	Landlords’ management information	100% compliant – The house has had its necessary asbestos management re-inspection
BS04	Water safety checks	Landlords’ management information	100% compliant – The house has had its necessary legionella risk assessment and on-going monitoring takes place.
BS05	Lift safety checks	Landlords’ management information	100% compliant – The house lift has had its 6-monthly insurance inspection and periodic servicing visits
Respectful and helpful engagement
TP06	Satisfaction that the landlord listens to tenant views and acts upon them	Resident perception survey	69 % Very satisfied 23% Fairly satisfied 8% Neither satisfied nor unsatisfied
TP07	Satisfaction that the landlord keeps tenants informed about things that matter to them	Resident perception survey	69% Very satisfied 23% Fairly satisfied 8% Neither satisfied nor unsatisfied
TP08	Agreement that the landlord treats tenants fairly and with respect	Resident perception survey	69% Very satisfied 23% Fairly satisfied 8% Neither satisfied nor unsatisfied

Effective handling of complaints
TP09	Satisfaction with the landlord’s approach to handling of complaints	Resident perception survey	62% Very satisfied 15% Fairly satisfied 23% Neither satisfied nor unsatisfied
CH01	Complaints relative to the size of the landlord	Landlords management information	0% (0 of 17 flats) Number of complaints per 1000 homes owned.
CH02	Complaints responded to within Complaint Handling Code timescales	Landlords management information	Not applicable as none received. Percentage of complaints the landlord responds to within the times set by the Housing Ombudsman’s Complaint Handling Code
Responsible neighbourhood management
TP10	Satisfaction that the landlord keeps communal areas clean and well-maintained	Resident perception survey	92% Very satisfied 8% Neither satisfied nor dissatisfied
TP11	Satisfaction that the landlord makes a positive contribution to neighbourhoods	Resident perception survey	69% Very satisfied 15.5% Fairly satisfied 15.5% Neither satisfied nor dissatisfied
TP12	Satisfaction with the landlord’s approach to handling anti-social behaviour	Resident perception survey	54% Very satisfied 15% Fairly satisfied 8% Fairly dissatisfied 23% Not applicable/ don’t know
NM01	Anti-social behaviour cases relative to the size of the landlord	Landlords management information	0% Number of anti-social behaviour cases opened for each 1,000 homes the landlord owns, including the number of cases that involve hate incidents.

*8% Equates to one person.