Tenant satisfaction measures

Collecting and reporting on Tenant Satisfaction Measures (TSM) is a regulatory requirement. Tenant Satisfaction Measures include information about how we are performing and what our residents feel about the homes and services we provide. This information helps us to continuously improve our services and be held to account.

The measures have been designed to drive standards and improve the quality of social housing by ensuring that landlords and housing providers are accountable for the services delivered to residents.

Surveys took place every quarter from May 2024.

We commissioned Acuity Research & Practice, an independent market research company that specialises in the housing industry, to carry out the survey for our tenants. They also provide benchmarking services, data analytics and voice of the customer analysis to improve services and engage with residents across the country.

The survey measures five key themes:

• keeping properties in good repair;
• maintaining building safety;
• respectful and helpful engagement;
• effective handling of complaints;
• responsible neighbourhood management

Who will take part

Acuity Research and Practice will contact a sample of Kingston Council tenants by:

• phone (calls will come from 020 3807 4145)
• email (emails will come from acuity@euro.confirmit.com)

They will be interviewing a wide range of tenants, and we expect around 200 residents to be surveyed each quarter by telephone.

The survey should take no more than 20 minutes to complete.

Privacy

The survey is strictly confidential and if a resident requests, the results can be given back to us anonymously without their name attached.

Data will be aggregated and reported to the regulator for social housing who will publish the results but will not receive or publish any individual's personal information.

If you have any queries about the survey, contact involvedinhousing@kingston.gov.uk or email Acuity at acuity@arap.co.uk.

How are we doing

Our 2024/2025 end of year results

For Kingston Council in 2024/25, 749 completed responses were received, all of which were completed via telephone interviews.

Keeping properties in good repair

• 61% Satisfied that homes are well maintained
• 56% Satisfied that communal areas are clean, safe and well maintained
• 60% Satisfied with overall repairs service
• 69% Satisfied with the time taken to complete last repair

Safety in our properties

• 70% Satisfied that the home is safe

Respectful and helpful engagement

• 28% Satisfied with our handling of complaints
• 60% satisfied that Council's Housing Services is easy to deal with
• 74% Satisfied that we keep you informed
• 69% agree that we treat you fairly and with respect
• 50% Satisfied that we listen to your views and act upon them

Responsible neighbourhood management

• 62% Satisfied that we make positive contributions to your neighbourhoods
• 54% Satisfied with how we handle anti-social behaviour cases

Whats next

A range of measures have been put in place by Kingston Landlord Services to improve overall satisfaction with your landlord Kingston Council.

The results of the survey will also:

• give visibility of our performance to our tenants
• help us understand where we can improve

This includes better communication with our residents including developing more opportunities to get involved.

We need you to get involved

Getting involved isn't just about attending meetings - there are many ways to be part of your community.

You can engage with us online, over the phone or by post - whether it's joining us on an estate walkabout, a one-off focus group or spending a few minutes doing a quick survey - there's a role for you!

It's also a great way of meeting new people and gaining valuable skills and experience. Our housing services matter most to the people who live in our council homes. Our council tenants and leaseholders know best to say if we are delivering a good service.

Our scrutiny panel is to support residents to be involved in reviewing our performance as your landlord and recommend change in the housing service.

Management TSM

This report covers the 1 April 2024 to 31 March 2025.

• RP01: Homes that do not meet the Decent Homes Standard, TBC
• RP02: Non-emergency repairs completed within target timescale, tbc
• RP02: Emergency repairs completed within target timescale, tbc
• BS01: Gas safety checks completed, tbc
• BS02: Fire safety checks completed, tbc
• BS03: Asbestos safety checks completed, tbc
• BS04: Water safety checks completed, tbc
• BS05: Lift safety checks completed, tbc
• CH01: Number of Stage 1 complaints relative to the size of the landlord (number of complaints per 1,000 properties), tbc
• CH01: Number of Stage 2 complaints relative to the size of the landlord (number of complaints per 1,000 properties), tbc
• CH02: Stage 1 complaints responded to within Complaint Handling Code timescales, tbc
• CH02: Stage 2 complaints responded to within Complaint Handling Code timescales, tbc
• NM01: Anti-social behaviour cases relative to the size of the landlord (number of cases per 1,000 properties), tbc
• NM01: Anti-social behaviour cases that involve hate incidents, relative to the size of the landlord (number of cases with hate incidents per 1,000 properties), tbc

Since the publication of the TSMs in September 2022, we have created plans and procedures to make sure we are submitting accurate and quality-assured data to the Social Housing Regulator.

We continue to work with our service leads over the last year to refine our collection and reporting processes with quarterly reporting on our performance. This has meant we have found potential issues early and taken action to solve them before we submitted our results in June 2025.

Our Resident Scrutiny Group will continue to work with the council on these results and look at ways to improve satisfaction amongst our tenants and our processes