COMPLAINTS PERFORMANCE AND SERVICE IMPROVEMENT REPORT
Tenant Satisfaction Measures (TSMs) TSMs were introduced by the Regulator of Social Housing in April 2023. They require landlords like us to collect data and tenant satisfaction information on six key areas of our service, including complaints. TSM satisfaction data is collected from a representative sample of all Anchor residents (we call these perception surveys). These will be submitted by 30 June 2024 and published in the second half of the year. The TSMs will allow residents and the regulator to understand how landlords are performing and to provide a comparison with other landlords. Anchor is required to collect TSM data for residents in Low-cost Rented Accommodation properties and Low-cost Homeownership and Corporate Trusts:. QUESTION LOW-COST RENTED ACCOMMODATION LOW-COST HOMEOWNERSHIP
TP09 – Satisfaction with the landlord approach to handling complaints CH01(1) – Number of stage one complaints received per 1,000 homes CH01(2) – Number of stage two complaints received per 1,000 homes. CH02(1) – Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
40.9%**
25.0%**
55
46
5
5
76.9%
64.9%
CH02(2) – Proportion of stage two
complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
76.1%
50.0%
**19% of low-cost rental residents said they made a complaint in the past 12 months **27% of low-cost homeownership said they made a complaint in the past 12 months
While our transactional complaint survey may yield higher satisfaction ratings for recent interactions, the TSM perception surveys provide a broader view of tenant experiences. Understanding this difference is essential for Anchor to make informed decisions and improvements.
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