TSM Results Infographic
Tenant Satisfaction Measures 2023/2024.
Review our 2023/2024 performance and explore the progress we have made at Orwell.
In response to our TSM results, Claire spoke in detail with our Director of Customers and Communities, Tony Long, about the findings.
You can watch the full video below:
Tenant Satisfaction Measures.
These figures are collected from 1st April each year and are updated on a quarterly basis.
76.2%
Satisfied with the service provided by Orwell
74.2%
Satisfied with the repairs service
65.2%
Satisfied with the time taken to complete your most recent repair
75.8%
Satisfied with how well your home is maintained
85.5%
Satisfied that your home is safe
67.2%
Satisfied we listen to your views and act upon them
73.5%
Satisfied that we keep you informed about things that matter
83.8%
Satisfied that we treat you fairly and with respect
39.5%
Satisfied with our approach to complaints
68.3%
Satisfied we keep communal areas clean and well maintained
70.4%
Satisfied we make a positive contribution to your neighbourhood
66.2%
Satisfied with how we handle anti-social behaviour
Management Information Measures.
These figures are collected from 1st April each year and are updated on an annual basis.
These measures only provide performance information for Low Cost Rental Accommodation (LCRA) dwellings (Housing and Regeneration Act 2008 – Explanatory Notes (legislation.gov.uk)). Therefore, results may differ from figures published elsewhere.
52.6
Stage 1 complaints received
(Complaints received per 1,000 homes)
9.8
Stage 2 complaints received
(Complaints received per 1,000 homes)
92.8%
Stage 1 complaints responded to within set timescales
94.5%
Stage 2 complaints responded to within set timescales
8.4
Anti social behaviour cases opened
(ASB cases opened per 1,000 homes)
0.5
Anti social behaviour cases opened that involve hate
(ASB cases opened per 1,000 homes)
0%
Homes that do not meet the Decent Homes Standard
54%
Non emergency repairs completed
99.2%
Emergency repairs completed
99.7%
Gas safety checks carried out
100%
Fire risk assessments carried out
100%
Asbestos management surveys or reinspection’s carried out
100%
Legionella risk assessments carried out
100%
Communal passenger lift safety checks carried out
Resources & downloads.
Below you can find easy read and pictorial guides to help you if you need support, or contact us using the form below.
If you’d like to find out more or talk through your options, we’d love to hear from you.
Whether you have a question, want to find out more about our services, or would like to talk through your support options, our team is happy to hear from you.
Not found what you’re looking for? There’s plenty more support available.
Browse the pages below to find the help and guidance you need.
Together we can end domestic abuse 