Questionnaire for surveys 2024-25
View Tenant Satisfaction Measures (TSMs) were introduced by the Regulator of Social Housing in April 2023. They tell us and our customers how well we’re doing at providing homes and services and help identify areas for improvement.
Throughout the year, we carry out surveys with our customers using a set of 12 standard TSM questions. Alongside these customer survey questions, we also collect data and publish 10 management information measures which look at our operational areas, such as safety and compliance.
We submit our results to the Regulator of Social Housing. These are then published alongside the results from all social housing landlords, so our customers can see how well we perform in comparison to other landlords.
Customer surveys
Our customer surveys are carried out independently by specialist housing research agency Acuity. During the year they contacted 630 customers by phone on our behalf. Customers were selected according to tenure, age group and other demographics to make sure that no customer groups were significantly over or under-represented.
Our 2024/25 results
Pending the Regulator of Social Housing’s publication of the sector-wide results this autumn, our results have been analysed as part of Housemark’s annual TSM benchmarking exercise. This aims to compare results from 217 landlords managing around 2.6 million homes. From the data currently available for 179 landlords, Selwood Housing is ranked in the top 10 per cent for overall satisfaction.
Our provisional customer survey results for 2024/25, also show an annual improvement in all satisfaction measures except one. There has been a significant improvement in customer satisfaction with our handling of complaints which increased by 9% this year.
You can see the full set of results below.
Customer satisfaction survey results
| Satisfaction with our services | ||
| 87.0% | Overall satisfaction | |
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| 84.4% | satisfaction with repairs in last 12 months | ||
| 82.2% | satisfaction with time taken to complete most recent repair | ||
| 85.3% | satisfaction that home is well maintained | ||
| 90.5% | satisfaction that the home is safe | ||
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| 75.1% | satisfaction that we listen to tenant views and acts upon them | ||
| 90.2% | satisfaction that we keep tenants informed | ||
| 89.9% | satisfaction that we treat tenants fairly and with respect | ||
| 55.3% | satisfaction with our approach to handling complaints | ||
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| 83.8% | satisfaction we make a positive contribution to neighbourhoods | ||
| 70.0% | satisfaction with our approach to handling antisocial behaviour | ||
| 79.6% | satisfaction we keep communal areas clean and well maintained | ||
Operational performance results
Housemark also compares landlords’ management information about operational performance. From the data available, we expect to be above the median for 7 out of 10 measures. You can see the full results below.
| Building safety – we completed | |
| 100% | gas safety checks |
| 100% | fire risk assessments |
| 98.9% | asbestos management surveys |
| 100% | legionella risk assessment |
| 100% | communal passenger lift safety checks |
| Antisocial behaviour | |
| 48.9 | cases opened per 1,000 homes |
| 0.3 | cases that involved hate crime incidents per 1,000 homes |
| Decent homes standard and repairs** | |
| 0.9% | homes do not meet the decent homes standard |
| 85.2% | non-emergency repairs completed within timescale |
| 99.6% | emergency repairs completed within timescale |
| Complaints | |
| 56.2 | stage one complaints received per 1000 homes |
| 98.7% | stage one complaints responded to within Ombudsman timescale |
| 8.0 | stage two complaints received per 1000 homes |
| 98.1% | stage two complaints responded to within Ombudsman timescale |
NB. The table shows data for the repairs and complaints measures split into sub-categories of the specific measure.
** Repairs targets: emergency – 24 hours / priority – 3 working days / routine 30 – 30 calendar days / routine 60 – 60 calendar days
While we are pleased with these provisional TSM survey results, which look to be well above the Housemark median for a second year, we are not complacent. During 2025/26 we will continue to work hard to deliver high levels of customer satisfaction with our services.
Summary of survey approach
You can view or download our Questionnaire for surveys 2024-25 and TSM survey approach 2024-25 below.
TSM survey approach 2024-25
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