Tenant Satisfaction Measures 2024/2025

Low Cost Home Ownership (LCHO)

Visit the LCHO page

TSM Survey Infographic 2024/25

View the infographic here

Tenant Satisfaction Measures

These figures are collected from 1st April each year and are updated on a quarterly basis.

TSM

69.2 %

Satisfied with the service provided by Orwell

TSM

70.9 %

Satisfied with the repairs service

TSM

63.5 %

Satisfied with the time taken to complete your most recent repair

TSM

76.1 %

Satisfied with how well your home is maintained

TSM

84.7 %

Satisfied that your home is safe

TSM

66.0 %

Satisfied we listen to your views and act upon them

TSM

75.4 %

Satisfied that we keep you informed about things that matter

TSM

79.6 %

Satisfied that we treat you fairly and with respect

TSM

35.3 %

Satisfied with our approach to complaints

TSM

69.4 %

Satisfied we keep communal areas clean and well maintained

TSM

66.4 %

Satisfied we make a positive contribution to your neighbourhood

TSM

66 %

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.

Housing and Regeneration Act 2008 Explanatory Notes

Complaints received per 1,000 homes

52.2

Stage 1 complaints received

Complaints received per 1,000 homes

13.5

Stage 2 complaints received

96 %

Stage 1 complaints responded to within set timescales

96.1 %

Stage 2 complaints responded to within set timescales

ASB cases opened per 1,000 homes

5.8

Anti social behaviour cases opened

ASB cases opened per 1,000 homes

Anti social behaviour cases opened that involve hate

0.2 %

Homes that do not meet the Decent Homes Standard

62%

Non emergency repairs completed to timescale

97.8 %

Emergency repairs completed to timescale

100 %

Gas safety checks carried out

100 %

Fire risk assessments carried out

95 %

Asbestos management surveys or reinspection's carried out

100 %

Legionella risk assessments carried out

100 %

Urgent repair timescale	7 days
Non-Urgent repair timescale	31 days
Awaab Law - 21 days	21 days
Awaab Law - 14 days	14 days
Awaab Law - 7 days	7 days
Responsive Repairs Plus	12 Months / 260 days approx.

Tenant Satisfaction Measures 2024/2025

Our TSM survey

Low Cost Home Ownership (LCHO)

TSM Compliance Report 2024-25

TSM Survey Infographic 2024/25

Tenant Satisfaction Measures

TSM

Satisfied with the service provided by Orwell

Quarter 1 2024/2025 - 74.6%

Quarter 2 2024/2025 - 62.9%

Quarter 3 2024/2025 - 67.7%

Quarter 4 2024/2025 - 70.9%

TSM

Satisfied with the repairs service

Quarter 1 2024/2025 - 71.6%

Quarter 2 2024/2025 - 69.1%

Quarter 3 2024/2025 - 66.7%

Quarter 4 2024/2025 - 75.8%

TSM

Satisfied with the time taken to complete your most recent repair

Quarter 1 2024/2025 - 68.5%

Quarter 2 2024/2025 - 61.7%

Quarter 3 2024/2025 - 53.4%

Quarter 4 2024/2025 - 69.5%

TSM

Satisfied with how well your home is maintained

Quarter 1 2024/2025 - 76.9%

Quarter 2 2024/2025 - 74.4%

Quarter 3 2024/2025 - 75.8%

Quarter 4 2024/2025 - 77.0%

TSM

Satisfied that your home is safe

Quarter 1 2024/2025 - 84.7%

Quarter 2 2024/2025 - 87.0%

Quarter 3 2024/2025 - 84.2%

Quarter 4 2024/2025 - 83.0%

TSM

Satisfied we listen to your views and act upon them

Quarter 1 2024/2025 - 67.5%

Quarter 2 2024/2025 - 59.6%

Quarter 3 2024/2025 - 71.4%

Quarter 4 2024/2025 - 65.0%

TSM

Satisfied that we keep you informed about things that matter

Quarter 1 2024/2025 - 78.0%

Quarter 2 2024/2025 - 68.1%

Quarter 3 2024/2025 - 86.3%

Quarter 4 2024/2025 - 69.7%

TSM

Satisfied that we treat you fairly and with respect

Quarter 1 2024/2025 - 81.4%

Quarter 2 2024/2025 - 75.4%

Quarter 3 2024/2025 - 82.6%

Quarter 4 2024/2025 - 78.9%

TSM

Satisfied with our approach to complaints

Quarter 1 2024/2025 - 40.6%

Quarter 2 2024/2025 - 28.1%

Quarter 3 2024/2025 - 39.4%

Quarter 4 2024/2025 - 33.3%

TSM

Satisfied we keep communal areas clean and well maintained

Quarter 1 2024/2025 - 80.2%

Quarter 2 2024/2025 - 50.7%

Quarter 3 2024/2025 - 73.4%

Quarter 4 2024/2025 - 69.8%

TSM

Satisfied we make a positive contribution to your neighbourhood

Quarter 1 2024/2025 - 71.1%

Quarter 2 2024/2025 - 56.0%

Quarter 3 2024/2025 - 72.6%

Quarter 4 2024/2025 - 65.8%

TSM

Satisfied with how we handle anti-social behaviour

Quarter 1 2024/2025 - 67.8%

Quarter 2 2024/2025 - 66.2%

Quarter 3 2024/2025 - 74.4%

Quarter 4 2024/2025 - 57.3%

Management Information Measures

Complaints received per 1,000 homes