Tenant Satisfaction Measures

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 us 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). The RSH asks us to measure this performance as Karbon Group, this includes Karbon Homes and subsidiaries 54North Homes and Leazes Homes. You can find out more about them and our results below.

This page explains:

What are the measures?

There are 22 different measures that get checked to make sure that everyone lives in a safe, comfortable place with a landlord who cares about them. The measures fall under the following six themes:  

  • Overall satisfaction 
  • Keeping homes in good repair 
  • Maintaining building safety 
  • Responsible neighbourhood management 
  • Effective complaints handling  
  • Respectful and helpful engagement 

Ten of the measures are gathered by us, as a landlord – like how quickly we fix things and keeping your home safe. The other 12 are measured through a perception survey of 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 customers 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. For more information and the full list of TSM, please visit the Regulator of Social Housing website. 

Results from every housing provider are available to everyone to view online, compare and question. In November 2024 the RSH published a report analysing the 2023/24 Tenant Satisfaction Measures (TSM) results. 

What types of homes are included?

We have to report performance for our ‘low-cost rental accommodation’ (LCRA) and ‘low-cost home ownership’ (LCHO) homes separately. Low-cost rental accommodation (or social rent), includes for example general needs, supported housing, intermediate rent and temporary social housing. Low-cost home ownership accommodation includes for example shared ownership homes which haven’t fully ‘staircased’ to 100% ownership. 

Since our last TSM survey

We’ve previously updated you on what actions we’ve put in place based on the feedback customers gave us in our 2023-24 survey. You can find these here:  

How we're performing - October 2024 

How we're performing - February 2025  

How does Karbon carry out the survey?

For our latest surveys we collected our customer perception survey measure results from 3,208 of our customers across the Karbon Group (2,986 LCRA and 222 LCHO customers), making sure the results are representative of our customers views and that we met the survey conditions required by the Regulator of Social Housing. The Karbon Group includes Karbon Homes, 54 North Homes and Leazes Homes.   

Our research provider, Acuity carried out most of the surveys for us. 

Here is more information about how we carried out the surveys and the questions we asked:  

Our latest TSM results

We publish our TSM results on our website and in our customers’ annual report.  

Here are the results of our latest TSM tenant perception surveys which are collected mainly through telephone surveys, as well as face to face with customers in our supported homes. The Regulator sets out how many customers we need to survey and we ‘weight’ the results to ensure they are representative of our homes and our customers. 

Please note: Our Tenant Satisfaction ‘Management Information’ Measure results will be provided here before submitting to the Regulator of Social Housing. We are finalising these at the moment and will share as soon as they are ready. 

 

KARBON GROUP TENANT SATISFACTION MEASURES (TSMS) 2024-25 as submitted to the Regulator of Social Housing

Regulator Code Tenant Perception Measure  Low Cost Rental Accommodation 2024-25
Result		 Compared to last year Low Cost Home Ownership
2024-25
Result
TP01 Overall satisfaction 81.7% ↓ 68.6%
(66.1%*)
TP02 Satisfaction with repairs  83.9% ↓ Not included in the survey
TP03 Satisfaction with time taken to complete most recent repair  74.3% ↓ Nor included in the survey
TP04 Satisfaction that the home is well maintained 84.9% ↓ Not included in the survey
TP05 Satisfaction that the home is safe  89.8% ↓ 87.1%
(86.5%*)
TP06 Satisfaction that the landlord listens to tenant views and acts upon them 71.6% ↓ 51.3%
(47.3%*)
TP07 Satisfaction that the landlord keeps tenants informed about things that matter to them 85.8% ↓ 77.6%
(74.1%*)
TP08 Agreement that the landlord treats tenants fairly and with respect  89.9% ↓ 77.7%
(74.7%*)
TP09 Satisfaction with the landlord’s approach to handling complaints 40.5% ↓ 51.8%
(41.9%*)
TP10 Satisfaction that the landlord keeps communal areas clean and well maintained  77.9% ↓ 65.6%
(65.1%*)
TP11 Satisfaction that the landlord makes a positive contribution to neighbourhoods  77.7% ↓ 48.1%
(44.8%*)
TP12 Satisfaction with the landlord’s approach to handling anti-social behaviour 67.8% ↓ 49.5%
(45.7%*)
*Unweighted responses, reported alongside weighted responses to the Regulator of Socal Housing.  We didn't receive enough survey responses from our Karbon Homes customers so we weighted the responses to make sure the results are representative of the Karbon Group.

Our results below cover the period 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. 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. We’ll tell you more about this through our digital newsletter, Take Five. You can sign up by emailing communications@karbonhomes.co.uk.  

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 8210011 for Karbon Homes customers and 0113 4900731 for 54North Homes customers. 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: 

  • Call: 0808 164 0111 

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