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Tenant Satisfaction Measures 2023-2024

Found out how we’re performing for tenants in low cost rented accommodation and for low cost homeowners (shared owners)

The results are in! 

Thank you to the 1486 customers who took part in our surveys last year. This number of responses comes from a randomly selected sample group of customers that meet the requirements of the Regulator for Social Housing (RSH). This feedback helps us track our performance all year round, so we can look to make improvements as we go.

There are 12 questions the RSH says we need to ask all customers, along with 10 checks we must monitor to prove how well we're doing. These are called Tenant Satisfaction Measures (TSMs) and they're there to show you how we're performing and where we may need to improve.

View our Tenant Satisfaction Measure survey questions

What the results are telling us 

More tenants were satisfied with our services last year. Overall satisfaction is now 73%, which is a jump from 69.8% last year. That's a great improvement! We’re always looking for ways to improve.

Acting on your feedback: 

  • We trained our staff to be more understanding of your needs.  
  • We're checking more often to make sure they're responding to your questions in a helpful way.  
  • Our website now shows you the cleaning and grounds maintenance schedules, so you know what to expect.  

This seems to be working! 

  • More tenants (+5%) feel we listen and take action based on your feedback.  
  • More shared owners (+15.3%) are satisfied with our approach to complaints handling. 
  • Tenants are also feeling more respected (+3.9%) by our staff. 
  • There’s an increase in shared owners believing we’ll do what we say we will (+14%). 
  • Slightly more tenants trust (+1.8%) in Thrive.
  • Tenants are happier (+5.2%) with the condition of their communal areas. 

However, we know there’s still room to improve and we can see this is the case for shared owners too where just 52.8% were satisfied with our services last year. 

Based on your latest feedback, the main areas of focus for 2024 – 2025 include… 

  • Repairs

    We’re focussing on improving our process and reviewing your experience when it comes to repairs. This includes how long it takes to complete a repair, how we communicate with you about appointments, and follow up repair works. 

  • Cleaning and grounds maintenance services

    We know these have a real impact on how you may feel about your home and neighbourhood, so we’re carefully planning and reviewing these services together with our customers. 

  • Door entry systems

    Thanks to your feedback we’ve brought forward this project as a priority for customers for the year ahead. We know that this has been a cause for concern and that a secure communal area helps you to feel safe in your home. 

  • Complaints

    Satisfaction with the way we handle complaints was low, and we’ve already made changes to improve this. Instead of team managers, we now have a dedicated team of complaints specialists to resolve issues fairly and impartially. We’ve also added an extra step to check in with you before final decisions are made. We will continue to closely monitor our complaints process to ensure more customers are satisfied with our approach.

  • Listening and acting

    We recognise that you don’t always feel we listen and act on your views (28.1% of tenant survey responders felt this was the case last year). We take all feedback seriously, and we hope that by acting on your changes will improve your experience.  We’re also reaching out to our Thrive Customer Voice members to understand why shared owners are less satisfied with our services. We’ll continue to run activities for our customers over the year so you can let us what is important to you and what you would like to hear about. 

The results   

The Tenant Satisfaction Measures are broken down into the following key areas:  

  • Overall satisfaction  
  • Maintaining building safety  
  • Keeping properties in good repair  
  • Effective handling of complaints  
  • Respectful and helpful engagement  
  • Responsible neighbourhood management  

View the summary of our approach

Find out how we're performing for:  

Low Cost Rented Accommodation

Low Cost Home Ownership

Find out more how we're listening and acting on your feedback. 

View our annual complaints performance and service improvement report 2023/24.

Low Cost Rented Accommodation 

Results

Overall satisfaction

Taking everything into account, 73% of customers are satisfied with the service provided by Thrive.

Maintaining building safety

77% of customers are satisfied that Thrive provide a home that is safe.

Gas safety

99.95% of gas safety checks have been carried out for homes which require them.

 

Fire safety

100% of fire safety checks have been carried our for homes which require them. 

Asbestos safety

100% of our homes that require them have had asbestos safety checks.

Water safety

100% of our homes that need them have had water safety checks. 

 

Lift safety

100% of our blocks have had lift safety checks. 

Keeping properties in good repair

68.4%

of customers said that Thrive had carried out a repair to their home in the last 12 months.

71.7%

of customers are satisfied with the overall repairs service from Thrive over the last 12 months. 

67%

of customers are satisfied with the time taken to complete their most recent repair after they reported it.

70%

of customers are satisfied that Thrive provides a home that is well maintained.​

0.07%

of our homes do not meet the Decent Homes Standard.

98.4%

of emergency repairs were completed within the target timescale.

75.5%

of non-emergency repairs were completed within the target timescale.

Effective handling of complaints

29.8%

of customers have made a complaint to Thrive in the last 12 months. 

37%

of these customers were satisfied with Thrive's approach to complaint handling. 

51.1

is the number of stage 1 complaints reported to us per 1000 homes. 

12

is the number of stage 2 complaints reported to us per 1000 homes. 

92.2%

of stage 1 complaints were responded to within the Complaint Handling Code timescales.

98.1%

of stage 2 complaints were responded to within the Complaint Handling Code timescales.

Respectful and helpful engagement

61.9%

of customers are satisfied that Thrive listens to their views and acts on them.

 

72.8%

of customers are satisfied that Thrive keeps them informed about things that matter to them.

79.6%

of customers agree that Thrive treats them fairly and with respect.

Responsible neighbourhood management

50%

of customers live in a building with communal areas, either inside or outside, that they share with other people who live in the building.

61.7%

of customers are satisfied that Thrive keeps these communal areas clean and well maintained. 

62.3%

of customers are satisfied that Thrive makes a positive contribution to their neighbourhood.

60%

of customers are satisfied with Thrive's approach to handling anti-social behaviour (ASB).

30.15

is the number of ASB cases reported to us per 1000 homes. 

1.38

is the number of ASB cases that involve hate crime reported to us per 1000 homes. 

Low Cost Home Ownership

Results

Overall satisfaction

Taking everything into account, 52.8% of customers are satisfied with the service provided by Thrive.

Maintaining building safety

74.55% of customers are satisfied that Thrive provide a home that is safe.

Effective handling of complaints

27.6% of customers have made a complaint to Thrive in last 12 months.

29.49% were satisfied with Thrive's approach to complaints handling.

 

Gas safety

99.95% of gas safety checks have been carried out for homes which require them. 

Fire safety

100% of fire safety checks have been carried our for homes which require them.

Asbestos safety

100% of our homes that require them have had asbestos safety checks.

Lift safety

100% of our blocks have had lift safety checks.

Respectful and helpful engagement

42.7%

of customers are satisfied that Thrive listens to their views and acts on them.

64.68%

of customers are satisfied that Thrive keeps them informed about things that matter to them.

71.01%

of customers agree that Thrive treats them fairly and with respect.

Responsible neighbourhood management

51%

of customers live in a building with communal areas, either inside or outside, that they share with other people who live in the building.

49%

of customers are satisfied that Thrive keeps these communal areas clean and well maintained. 

52%

of customers are satisfied that Thrive makes a positive contribution to their neighbourhood.

40.57%

of customers are satisfied with Thrive's approach to handling anti-social behaviour.

30.15

is the number of ASB cases reported to us per 1000 homes. 

1.38

is the number of ASB cases that involve hate crime reported to us per 1000 homes.