The Regulator of Social Housing (RSH) has set a number of Tenant Satisfaction Measures (TSMs).

These are a set of measures that help:

• enable tenants to understand and assess how well their landlord is performing
• provide us with helpful insight and feedback, so we take action and improve our services
• the Regulator of Social Housing to monitor and evaluate our performance.

The results of the TSMs are available below.

For more details of our approach to the TSMs for 2024/2025 and the survey questions used please download the documents below.

Housing Annual Report 2024/25 

Stevenage Borough Council’s Housing Annual Report 2024/25 highlights the progress we’ve made in improving tenant satisfaction, strengthening building safety, and delivering better housing services. You can explore the full report below for detailed insights into our performance and plans for the year ahead.

Key Highlights

Tenant Satisfaction Measures (TSMs)

• Overall tenant satisfaction rose to 66.9% (up 10.9% from last year)
• Highest satisfaction: Safety of home at 76.4%
• Largest improvement: Speed of repairs at 64.4% (up 12%)

Management Performance

• Emergency repairs completed on time: 98.93% (up from 87.01%)
• Homes meeting Decent Homes Standard: 96.64% (up from 94.11%)
• Stage 1 complaint responses on time: 94.62% (up from 77.14%)
• Stage 2 complaint responses on time: 81.18% (↑ from 69.32%)

Property Improvements

• 240 homes upgraded to EPC Band C
• 443 boiler replacements, 74 bathrooms, 18 kitchens installed
• 639 home adaptations delivered
• 98% emergency and 91% non-emergency repairs completed within target

Housing Management

• 488 properties let (general and specialist)
• 98% rent collection rate
• 94% of ASB cases resolved with enforcement action

Supporting People

• 93% felt support services helped them live independently.
• 99% felt safer due to the alarm service.
• 1022 welfare benefit cases supported.

Resident Engagement

• New Resident Engagement Strategy
• Quarterly newsletter launched
• Plans to introduce scrutiny groups

Looking Ahead

Stevenage Borough Council is committed to:

• Continuing progress against the Regulator’s Performance Improvement Plan
• Delivering Decent Homes upgrades to 100% of stock
• Expanding transactional surveys for deeper tenant insight
• Introduce scrutiny groups for service improvement

Tenant Satisfaction Surveys - ongoing

We will be regularly carrying out surveys to help us understand what you think about us and our housing services.

Your feedback will help us make improvements to our services and will also be used to calculate our annual Tenant Satisfaction Measure scores. These will be published annually, as required by the Regulator of Social Housing.

We have partnered with an independent research company, Service Insights Ltd working with Housemark, to run the survey.

To enable the survey to take place, we need to securely share some tenant information to enable Service Insights Ltd to contact you, solely for the purposes of this survey. After the survey exercise is completed, all data will be anonymised and shared with Stevenage Borough Council. All data held by Service Insight Ltd will be securely deleted.

From August 2023, Service Insights Ltd will begin contacting a proportion of our tenants to capture their views and experiences with us. This may be via telephone on 0800 1931174, or email info@serviceinsights.co.uk. Please let us know if you require the survey in an accessible format.

You are able to check the validity of Service Insights Ltd, as a research supplier, by calling the Market Research Society’s Freephone verification service on 0800 975 9596 or by checking their listing on the Market Research Society’s website.

The survey will take no more than 10 minutes to complete, and your responses will be kept completely confidential unless you give permission to identify yourself at the end of the survey. Your responses will be used for research purposes only, in line with our privacy notice.

Please note: We will never ask for your personal bank details during the survey.

Not everyone will be invited to complete the survey. If you’d like to hear about future engagement opportunities, please use the  details below to contact us, as we’d love to hear your views.

We really appreciate your support in taking part in these surveys. If you have any questions, feel free to contact us.

This survey is optional. If you are contacted and not interested in completing the survey, simply let Service Insights Ltd know and you will not be contacted again.

If you’d like to opt out of future survey exercises, please let us know by email, using the details below. You can contact us to opt back in at any time.