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Performance information
We measure our performance against the Tenant Satisfaction Measures (TSMs) introduced by the Regulator of Social Housing (RSH) in April 2023 as part of the Consumer Standards for our sheltered and extra care housing properties.
The TSMs
The TSMs are designed to make sure social landlords are being open with tenants and treating them with fairness and respect so they can access services, raise complaints, influence decision making and hold their landlord to account.
The TSMs are made up of two sets of information:
- 12 tenant perception measures – based on surveys with customers about their satisfaction with key services such as repairs and keeping customers informed about things that matter to them.
- 10 management information measures on complaints, anti-social behaviour, repairs and building safety
These measures help the RSH assess how we comply with the Consumer Standards. We are required to publish the results along with relevant information about the survey.
Management information measures results
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| Management Information Measures | 2023-24 Performance | 2024-25 Performance | Performance Direction |
|---|---|---|---|
| Building Safety | |||
| BS01: Proportion of homes for which all required gas safety checks have been carried out (%) | 100% | 100% | Around the same |
| BS02: Proportion of homes for which all required fire risk assessments have been carried out (%) | 100% | 100% | Around the same |
| BS03: Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out (%) | 100% | 97.2% | Down |
| BS04: Proportion of homes for which all required legionella risk assessments have been carried out (%) | 100% | 100% | Around the same |
| BS05: Proportion of homes for which all required communal passenger lift safety checks have been carried out | 100% | 100% | Around the same |
| Anti-Social Behaviour | |||
| NM01(1): Number of anti-social behaviour cases opened per 1000 homes | 86.1 | 33.7 | Up |
| NM01(2): Number of anti-social behaviour cases that involve hate incidents opened per 1000 homes | 0.8 | 1.8 | Down |
| Decent Homes and Repairs | |||
| RP01: Proportion of homes that do not meet the Decent Homes Standard (%) | 4.1% | 0% | Up |
| RP02(1): Proportion of non-emergency responsive repairs completed within the landlords target timescale (Target is to complete within 14 days) | 90.5% | 85.6% | Down |
| RP02(1): Proportion of non-emergency responsive repairs completed within the landlords target timescale (Target is to complete within 4 hours) | 71.4% | 81.7% | Up |
| Complaints | |||
| CH01(1): Number of Stage 1 complaints received per 1000 homes | 50 | 54.3 | Down |
| CH01(2): Number of Stage 2 complaints received per 1000 homes | 9.4 | 6.3 | Up |
| CH02(1): Proportion of Stage 1 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales (%) | 79.3% | 88.3% | Up |
| CH02(2): Proportion of Stage 2 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales (%) | 54.6% | 100% | Up |
Tenant perception survey results
We are required to submit the survey results to the RSH based on our rented accommodation as this the largest type of accommodation we provide. We have also included information on the results from our shared owners. The survey results, along with the survey report and the approach adopted can be found below:
Survey results – Rented
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| Tenant Satisfaction Measures | 2023-24 Performance | 2024-25 Performance | Performance Direction |
|---|---|---|---|
| Overall Satisfaction | |||
| Taking everything into account, how satisfied or dissatisfied are you with the service provided by Brunelcare? | 83.0% | 85.5% | Up |
| Keeping property in good repair | |||
| How satisfied or dissatisfied are you with the overall repairs service from Brunelcare over the last 12 months? | 85.1% | 90.4% | Up |
| How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it? | 84.4% | 87.6% | Up |
| Building Safety | |||
| How satisfied or dissatisfied are you that Brunelcare provides a home that is well maintained? | 86.7% | 86.1% | Down |
| Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Brunelcare provides a home that is safe? | 87.2% | 90.5% | Up |
| Respectful & helpful engagement | |||
| How satisfied or dissatisfied are you that Brunelcare listens to your views and acts upon them? | 67.6 | 68.9% | Up |
| How satisfied or dissatisfied are you that Brunelcare keeps you informed about things that matter to you? | 79.6% | 78.6% | Down |
| To what extent do you agree or disagree with the following “Brunelcare treats me fairly and with respect”? | 81.4% | 86.1% | Up |
| Effective handling of complaints | |||
| How satisfied or dissatisfied are you with Brunelcare’s approach to complaints handling? | 52.1% | 56.6% | Up |
| Responsible neighbourhood management | |||
| How satisfied or dissatisfied are you that Brunelcare keeps communal areas clean and well maintained | 83.0% | 87.1% | Up |
| How satisfied or dissatisfied are you that Brunelcare makes a positive contribution to your neighbourhood? | 64.6% | 63.6% | Down |
| How satisfied or dissatisfied are you with Brunelcare’s approach to handling antisocial behaviour? | 63.6% | 67.0% | Up |
Survey results – Shared ownership
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| Tenant Satisfaction Measures | 2023-24 Performance | 2024-25 Performance | Performance Direction |
|---|---|---|---|
| Overall Satisfaction | |||
| Taking everything into account, how satisfied or dissatisfied are you with the service provided by Brunelcare? | 69.2% | 75% | Up |
| Building Safety | |||
| Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Brunelcare provides a home that is safe? | 92.3% | 100% | Up |
| Respectful & helpful engagement | |||
| How satisfied or dissatisfied are you that Brunelcare listens to your views and acts upon them? | 53.8% | 41.7% | Down |
| How satisfied or dissatisfied are you that Brunelcare keeps you informed about things that matter to you? | 75% | 46.2% | Down |
| To what extent do you agree or disagree with the following “Brunelcare treats me fairly and with respect”? | 84.6% | 75% | Down |
| Effective handling of complaints | |||
| How satisfied or dissatisfied are you with Brunelcare’s approach to complaints handling? | 42.9% | 50% | Up |
| Responsible neighbourhood management | |||
| How satisfied or dissatisfied are you that Brunelcare keeps communal areas clean and well maintained | 84.6% | 91.7% | Up |
| How satisfied or dissatisfied are you that Brunelcare makes a positive contribution to your neighbourhood? | 61.5% | 55.6% | Down |
| How satisfied or dissatisfied are you with Brunelcare’s approach to handling antisocial behaviour? | 45.5% | 76.9% | Up |
