TSM business measures

The Tenant Satisfaction Measures (TSMs) are made up of 22 measures.

The results for 12 of these measures come directly from our customer feedback surveys (links below) and the remaining 10 measures (listed on page below) come from information we hold in our systems based on our day-to-day activity.

These measures cover:

Building safety
Anti-social behaviour
Decent Homes Standard and repairs
Complaints.

Reporting on these measures helps us to drive up standards and improve the quality of our homes while ensuring we're accountable for the services we deliver to our residents.

Building safety

	Results for homes where Southern Housing is responsible for safety checks*	Results for all homes including where another managing agent is responsible for safety checks**
Proportion of homes for which all required has gas safety checks have been carried out	99.99%	99.5%
Proportion of homes for which fire risk assessments have been carried out	100.0%	99.6%
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out	100.0%	99.8%
Proportion of homes for which all required legionella risk assessments have been carried out	100.00%	99.2%
Proportion of homes for which all required communal passenger lift safety checks have been carried out	100.0%	99.2%

*Where we are responsible for safety checks we reached 100% in all areas with the exception of some gas safety certificates where at the end of March we were following legal routes to gain access.

**Where we rely on third parties like managing agents employed by freeholders (other than Southern Housing) who are legally responsible to carry out required H&S regimes, we continue to work with them to provide us with evidence.

Read more about our approach to building safety.

Anti-social behaviour (ASB)

	Rented	Homeownership	Combined
Number of ASB cases, opened per 1,000 homes	-	-	23.0
Number of ASB cases that involve hate incidents opened per 1,000 homes	-	-	0.9

Read more about our approach to anti-social behaviour.

Decent Homes Standard and repairs

	Rented	Homeownership	Combined
Proportion of homes that do not meet the Decent Homes Standard	0.4%	-	-
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale	72.9%	-	-
Proportion of emergency responsive repairs completed within the landlord’s target timescale	80.1%	-	-

Read more about Decent Homes Standard and repairs.

Complaints

	Rented	Homeownership	Combined
Number of stage one complaints received per 1,000 homes	98.2	101.1	-
Number of stage two complaints received per 1,000 homes	25.9	31.7	-
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales	88.7%	84.5%	-
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales	85.9%	81.5%	-

Tenant Satisfaction Measures

In April 2023 the housing regulator introduced a new set of Tenant Satisfaction Measures, referred to as the TSMs.

Over the last year we’ve busy surveying Southern Housing residents and homeowners to find out what they think about the services we provide - from repairs to safety, neighbourhood management, complaints and more.

More information

How do we produce our results?

We explain the process we follow to produce our Tenant Satisfaction Measure results.

More about the TSM process