It's really important to us that you can see how well we are performing against the standards of delivery that you have said are important to achieve, against the Tenant Satisfaction Measures set by the Regulator of Social Housing and against our key performance indicator targets, as these are the targets that you have told us matter to you.
How we are performing against key measures is monitored by the Performance and Improvement Committee on a quarterly basis and by our Board,
Our Key Performance Indicators cover various areas of the business so that we can keep a regular track of how we are doing and can take corrective action where we need to.
We also carry out our yearly Tenants Satisfaction Measure surveys during the months of May to September and report these to the Regulator of Social Housing each year.
Our Annual Review, which we produce every year, sets out how well we have performed in the previous year, what challenges we have had and what we have achieved. This is sent to every tenant in the October edition of our HouseProud magazine as well as in video format which we publish on You Tube or on Facebook.
You can find our latest performance information by clicking on the links below.
Tenant Satisfaction Measures (TSMs) have been introduced by the Regulator of Social Housing to assess how well housing providers are doing at providing good quality homes and services.
Tenants give feedback by answering questions about their satisfaction with the services we provide, for a range of services.
These measures will drive up standards and improve the quality of social housing by ensuring housing providers are accountable for the services delivered to customers.
The main themes the TSMs focus on are:
• Keeping properties in a good state of repair.
• Maintaining the safety of buildings.
• Engaging with customers in a helpful and respectful way.
• Managing neighbourhoods in a responsible way.
• Handling complaints effectively.
For 12 of the new measures we asked a representative sample of tenants survey questions about how satisfied they are with some of our services. We will provide internal management information to the Regulator of Social Housing for the remaining 10 TSMs in June and report these on this web.
This will give you the opportunity to hold us to account if we aren’t meeting your needs. The idea is that this will help improve social housing across the country – which is something we all want!
Along with every other social housing landlord we have to report our TSMs to the Regulator of Social Housing in June each year and make the results available to you.
Click here to see our Tenant Satisfaction Perception Survey Results for 2023 , how we compared to organisations similar to ourselves, and how we compare with other organisations when looking at the mid year position. Q1 stands for Quartile 1 and where this is shown in the table it means we are in the top quarter of performing organisations.
How Did We Do?
Overall we are doing well when compared to others. We do have some more work to do to improve satisfaction on how we handle complaints and are currently carrying out transactional surveys to help us better understand where we need to improve. Overall we are pleased with our performance.
The scores have been rounded up or down to the nearest whole percentage point.
How Do We Carry Out the Surveys?
We use an external provider to carry out the phone surveys between May and September each year. They contact a representative sample of our tenants by telephone, using stratified sampling. This means they divide our tenant data into sub data based on specific characteristics set out below. This ensures responses are representative of our management areas, property type, occupancy, ethnicity and age group. The table below shows the split.
| Population % | Responses % | |
| Management Area | ||
| South West | 29% | 29% |
| Central | 29% | 29% |
| East | 20% | 20% |
| North | 22% | 22% |
| Property Type | ||
| Bungalow | 30% | 30% |
| Flat | 17% | 17% |
| House | 51% | 51% |
| Other | 1% | 1% |
| Gypsy and Traveller Plot | 1% | 1% |
| Occupancy | ||
| 0 -1 | 26% | 27% |
| 2 | 31% | 33% |
| 3+ | 43% | 40% |
| Age | ||
| Under 35 | 13% | 14% |
| 35 - 59 | 43% | 39% |
| 60+ | 44% | 46% |
| Ethnicity | ||
| White British | 91% | 93% |
| Other | 9% | 7% |
The total sample size achieved of 1013 survey responses ensures the required ±3% margin of error at 95% confidence level. This means that we can be 95% confident that the results shown are representative of our whole tenant base, within a plus or minus 3% margin of error.
We always aim to provide the highest levels of customer service. These aims are set out in our Customer Charter, which we review on a regular basis to make sure that the promises we make are ones that matter to our customers.
The Charter was developed by working with our customers and listening to customer feedback. It is built around 4 key themes:
- People
- Homes
- Communities
- Partnerships
Not only does the Charter set out our promises it also sets out the standards we use to measure whether or not we have fulfilled our promises.
The standards in the Charter are monitored by our Performance and Improvement Committee on a 1/4ly basis. We think it is important that our performance in reviewed and challenged so that we can be held to account if we fall below the standards expected. Our performance for Q1 and Q2, 23/24 is below.
Customer Service Standards Performance Q1
Customer Service Standards Performance Q2
KPIs measure areas of performance that are important to you and are essential in helping us understand how well we are serving our tenants.
The Dashboard attached shows our performance against these key measures.
We don't always get things right and when we don't we want to learn from this to improve the services we provide.
But it's also great when customers tell us that we have gone over and above to support them.
For more information on the number of complaints and compliments we have received and how quickly we responded, click on the link below, which shows our cumulative performance at the end of Quarter 2 (April to September)
Complaints, Enquiries And Compliments Q2 23 24 Cumulative Performance
Each year St Leger Homes will publish its Audited Financial Statements, details can be found by clicking here