Tenant Satisfaction Measures – How did we do?

In 2023, the Regulator for Social Housing introduced a regulatory standard for landlords – the Transparency, Influence, and Accountability Standard. An important part of this new standard is a new series of measures designed to help residents assess how their landlord is performing. These measures are called the Tenant Satisfaction Measures (TSMs) and are made up of a combination of satisfaction surveys and other performance information. 

After the end of the 2023/24 financial year, Hexagon has had our results audited, reviewed by our Board, and submitted to the Regulator, and are now sharing them with you.  

These results come after a year of phenomenal change for Hexagon, all with the intent to improve services for residents. It is important for us to restore trust and confidence. In our recent annual report to residents, we provided updates on how we are laying the foundation to continuously improve services. In the five-year corporate plan approved in March 2023 we acknowledged the need for a reset to ensure our structures, systems, and processes were fit for purpose. In 2023/24, the first year of this plan, we laid foundations, including staff restructures, implementing new IT modules, retendering services, completing high risk fire safety works, and completing the stock condition survey so we can plan for major works. We are now in year two of our reset and continue to make improvements. We have brought in lots of new faces to support us with our improvement journey, including two new Directors and three new Heads of Service. We are focused on providing the best possible service we can to you, our residents. 

 We know, and these results show, that we have some way to go. Our performance is improving in many areas, and we continue to focus all of our efforts on delivering the best possible service for our residents. 

Results 

Tenant Satisfaction Measures – Hexagon Results 2023/24 
TSM  Hexagon score 2023/24 
Proportion of respondents who report that they are satisfied with the overall service from their landlord  52.6 
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service.  54.4 
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair  55.3 
Proportion of respondents who report that they are satisfied that their home is well maintained  52.9 
Proportion of respondents who report that they are satisfied that their home is safe  63.5 
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them  45.3 
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them  63.3 
Proportion of respondents who report that they agree their landlord treats them fairly and with respect  62.4 
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling  24.2 
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained  48.9 
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood  49.4 
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour  49.0 
Number of stage one complaints and received per 1,000 homes  111.9 
Number of stage two complaints and received per 1,000 homes  20.6 
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales  26.1 
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales  12.2 
Number of anti-social behaviour cases opened per 1,000 homes  42.8 
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes  0.9 
Proportion of homes that do not meet the Decent Homes Standard  0.0 
Proportion of non-emergency repairs completed within the landlord’s target timescale.  94.1 
Proportion of emergency repairs completed within the landlord’s target timescale.  98.4 
Proportion of homes for which all required gas safety checks have been carried out  98.9 
Proportion of homes for which all required fire risk assessments have been carried out  87.6 
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out  76.2 
Proportion of homes for which all required legionella risk assessments have been carried out  85.8 
Proportion of homes for which all required communal passenger lift safety checks have been carried out  94.1 

 Further Details 

To help our residents better understand these measures, the Regulator also requires that we summarise how we approached the survey used to collect the satisfaction scores as follows, and we have included those details below. 

TSM Satisfaction Surveys – Hexagon Summary of Approach 2023/24 
Sample size  569 
Timing  Quarterly waves between 01/06/2023 and 08/03/2024 
Collection method  Telephone with the option of online response by email if requested 
Sampling method  Random stratified sample with quotas 
Representativeness of sample  On the advice of our market research partner, we evaluated the representativeness of our survey on two dimensions – summarised 

Tenure  Population  Sample  Representative? 
General Needs  82%  81%  Yes 
General Needs – Affordable Rent  13%  15%  Yes 
Supported Housing  5%  3%  Yes 
Supported Housing – Affordable Rent  0%  0%  Yes 

 

Patch  Population  Sample  Representative? 
Patch A  12%  14%  Yes 
Patch B  10%  11%  Yes 
Patch C  12%  14%  Yes 
Patch D  13%  14%  Yes 
Patch E  13%  14%  Yes 
Patch G  14%  16%  Yes 
Supported Housing Patch C  0%  0%  Yes 
Not assigned  26%  17%  No 

 

Weighting  While our market research partner did not achieve full representativeness for one of the patches in our stock, it is our assessment that our sample is, as a whole, a representative one for our tenant population, and as such we have applied no additional weightings 
External contractors involved   Acuity Research & Practice Ltd. Collected, generated, validated, and reported these results on our behalf 
Number of households excluded due to exceptional circumstances*  50 
Reasons for failure to meet required sample size (if applicable)  Not applicable 
Incentives offered for responses  None 
Other methodological issues likely to have a material impact  None 
* The Tenant Satisfaction Measures allow for the exclusion of resident households from the survey in exceptional circumstances, including those of capacity. On the advice of our Supported Housing team, we excluded a small number of residents of our supported housing properties 

 Survey text: 

Our survey used the question script specified by the requirements of the Tenant Satisfaction Measures, with the following preamble: 

“Hello, please could I speak to [TENANT NAME]? My name is [INTERVIEWER NAME] and I’m calling from Acuity, on behalf of Hexagon. We’re carrying out a telephone survey with Hexagon residents to find out how satisfied you are with your home and the services you receive from them. 

Would it be ok to go through the survey with you now? It will take approximately 8 minutes. 

[IF NO: could I call back another time?] 

Before we start I need to make you aware that I work for an independent market research company called Acuity, appointed by Hexagon for this purpose, and we are bound by the Market Research Society Code of Conduct. All calls are recorded for training and quality purposes. Any information you give us will be treated in confidence and will only be used by Hexagon to improve services. 

The survey will be used to calculate annual tenant satisfaction measures to be published by Hexagon and reported back to the Regulator for Social Housing.” 

[IF THE PROPERTY IS NOT MANAGED BY HEXAGON: “While [MANAGEMENT ENTITY] is responsible for the day-to-day management of your home, as your landlord Hexagon is interested in hearing your feedback.”] 

[if the resident would like to check the validity of the survey, they can contact the Hexagon contact centre] 

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