How our residents think we are doing
From April 2023, the Regulator of Social Housing (RSH) asked all social landlords to carry out an annual survey asking residents to rate how they feel their landlord is doing using new tenant satisfaction measures (TSMs). The TSMs help show how well social housing landlords are doing at providing good quality homes and services.
At the end of 2023, we commissioned The Leadership Factor (TLF) to carry out a telephone survey on our behalf to over 1,000 residents, asking them to rate how they felt we are performing as a landlord against the 12 TSMs. This was our first perception survey and was carried out as part of our regulatory requirements. We will carry out and publish these results every year.
The information provided allows us to understand how you feel about the services you receive, recognise areas that are performing well, and identify areas for improvement. We want to deliver a first-class housing service and we are committed to being honest with you about our performance. The results show most customers are satisfied with feeling their home is safe and that we keep you informed, but we have some work to do on improving our repairs service, maintaining communal areas, and how we handle complaints.
2023 to 2024 tenant perception measure results
| Reference number | What we asked our tenants about | Percentage (%) of satisfied responses from our tenants |
RSH London median benchmark |
|---|---|---|---|
|
TP01 |
Overall satisfaction | 51.7% | 60.3% |
|
TP02 |
Repairs service | 57.5% | 63.5% |
|
TP03 |
Time taken to complete most recent repair | 58.7% | 61.7% |
|
TP04 |
Home is well maintained | 54.5% | 60.9% |
|
TP05 |
Home is safe | 62.1% | 66.8% |
|
TP06 |
Landlord listens to tenants views and acts upon them | 43.8% | 51.4% |
|
TP07 |
Landlord keeps tenants informed about things that matter to them | 58.0% | 66.7% |
|
TP08 |
Landlord treats me fairly and with respect | 61.2% | 70.1% |
|
TP09 |
Landlord's approach to handling complaints | 16.3% | 26% |
|
TP10 |
Landlord keeps communal areas clean and well maintained | 57.5% | 62.4% |
|
TP11 |
Landlord makes a positive contribution to neighbourhood | 57.9% | 62.5% |
|
TP12 |
Landlord's approach to handling anti-social behaviour (ASB) | 54.7% | 58.3% |
Please note, this table has been updated since June 2024. The summer 2024 edition of Housing News reflects incorrect results for TP03, TP07 and TP08. The above reflects the results that were submitted to the regulator.
Management information scores
| Reference number | Description of standard | Ealing performance 2023-2024 | RSH London median benchmark |
|---|---|---|---|
| BS01 | Proportion of homes for which all required gas safety checks have been carried out | 99.6% | 99.8% |
| BS02 | Proportion of homes for which all required fire risk assessments have been carried out | 100% | 99.7% |
| BS03 | Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out | 100% | 100% |
| BS04 | Proportion of homes for which all required legionella risk assessments have been carried out | 100% | 99.6% |
| BS05 | Proportion of homes for which all required communal passenger lift safety checks have been carried out | 100% | 98.5% |
| RP01 | Proportion of homes that do not meet the decent homes standard (low cost rented accommodation only) | 16.6% | 17.6% |
| RP02 | Proportion of non-emergency responsive repairs completed within the landlord’s target timescale (low cost rented accommodation only) | 83.4% | 78.7% |
| RP02 | Proportion of emergency repairs completed in the landlord’s target timescale (low cost rented accommodation only) | 73.1% | 92.1% |
| NM01 | Number of antisocial behaviour (ASB) cases opened (per 1,000 homes) | 54.2 | 54.3 |
| NM01 | Number of antisocial behaviour (ASB) cases that involve hate incidents opened (per 1,000 homes) | 0.6 | 1.2 |
| CH01 | Number of stage 1 complaints received (per 1,000 homes) | 55.3 | 100 |
| CH01 | Number of stage 2 complaints received (per 1,000 homes) | 11.1 | 18 |
| CH02 | Proportion of stage 1 complaints responded to within the Housing Ombudsman’s complaint handling code timescales | 54.6% | 74.8% |
| CH02 | Proportion of stage two complaints responded to within the Housing Ombudsman’s complaint handling code timescales | 37.9% | 70.8% |
Our summary of approach - how we measure satisfaction
The regulator has set rules for measuring the TSMs which we have carefully followed.
Ealing’s summary of approach to the TSM survey
How we measure tenant satisfaction
Ealing commissions The Leadership Factor (TLF) to carry out the tenant satisfaction survey on our behalf. Each month tenants are selected at random for the survey.
How we make sure data is representative of all tenants
Ealing provides TLF with its live database. A stratified random sampling method sets quotas for age, ethnicity, number of bedrooms, tenancy type, and area. No households are excluded, ensuring results represent the wider low cost rented accommodation population and achieve excellent tenant representation.
How was the survey carried out?
For 2023 to 2024, TLF carried out the majority of TSM surveys by telephone. Other methods were used for a small proportion of tenants to make sure the survey was as accessible as possible.
How many people took part?
TLF surveyed 1,043 tenants between November 2023 and January 2024.
How reliable are the results?
The regulator required Ealing to achieve a margin of error of +/-4% or less in our data. Ealing managed to achieve a margin of error of +/-3%.
In practical terms, this means that we can be 95% confident that the true percentage of overall satisfaction is within 3% above or below the reported percentage. This gives a high level of accuracy to the 2023 to 2024 survey results.