Kensington and Chelsea Council, along with all registered providers of social housing, is regulated by the Regulator of Social Housing (RSH).
As of 1 April 2023, the RSH’s new Tenant Satisfaction Measures (TSMs) came into effect. The introduction of the TSMs mean tenants can scrutinise our performance, give us insight about where we can improve, and provide a source of intelligence to the regulator about whether we are meeting regulatory standards.
The TSMs are made up of 22 indicators split into two areas,
- Tenant Perception Survey (12)
- Management Information Measures (10)
The regulator requires all providers of social housing must publish their performance annually by 30 June.
Expand the section below to view the Tenant Perception Survey results
- Tenant Perception Survey
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The results for 2023-24 are shown below.
TP01 Proportion of respondents who report that they are satisfied with the overall service from their landlord 63.3% TP02 Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service 62.3% TP03 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 63.1% TP04 Proportion of respondents who report that they are satisfied that their home is well maintained 64% TP05 Proportion of respondents who report that they are satisfied that their home is safe 66.8% TP06 Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them 59.5% TP07 Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them 78.3% TP08 Proportion of respondents who report that they agree their landlord treats them fairly and with respect 74.8% TP09 Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord's approach to complaints handling 29.2% TP10 Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained 70.3% TP11 Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood 72.8% TP12 Proportion of respondents who report that they are satisfied with their landlord's approach to handling anti-social behaviour 61.3%
Expand the section below to view the Management Information Measures results
- Management Information Measures
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The results for 2023-24 are shown below.
CH01 Complaints relative to the size of the landlord Stage 1 complaints received per 1,000 homes 88 Stage 2 complaints received per 1,000 homes 21 CH02 Complaints responded to within Complaint Handling Code timescales Stage 1 90.2% Stage 2 99.3% NM01 Anti social behaviour cases relative to the size of the landlord Anti social behaviour cases opened per 1,000 homes 16.9 Anti social behaviour cases opened per 1,000 homes that involve hate incidents 0.3 RP01 Homes that do not meet the Decent Homes Standard 29.4% RP02 Repairs completed within target timescales Non emergency repairs 82% Emergency repairs 94.1% BS01 Proportion of homes for which all required gas safety checks have been carried out 99.9% BS02 Proportion of homes for which all required fire risk assessments have been carried out 98.2% BS03 Proportion of homes for for which all required asbestos management surveys or reinspections have been carried out 98.5% BS04 Proportion of homes for which all required legionella risk assessments have been carried out 97.7% BS05 Proportion of homes for which all required communal passenger lift safety checks have been carried out 95.3%
Expand the section below to view the Methodology for Tenant Perception Survey results
- Methodology for Tenant Perception Survey
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Methodology for Tenant Perception Survey
Sample size: We made successful contact with 10 per cent of the relevant tenant population (663 respondents of tenant population of 6607).
Timing: The survey was carried out between 2nd October and 14th November 2023.
Collection method(s): Digital: 11.3 per cent (75 surveys); and phone: 88.7 per cent (588 surveys).
Sample method: A stratified sampled method was used taking into account characteristics such as age group, number of bedrooms, and region.
Summary of the assessment of representativeness of the sample against the relevant tenant population (including reference to the characteristics against which representativeness has been assessed): Kwest’s summary of the assessment of representativeness of the sample against the relevant tenant population (including reference to the characteristics against which representativeness has been assessed) is attached alongside this document.
Kwest’s approach on this area is detailed below.
The statistical accuracy achieved in the survey ensures excellent representativeness of response. Kwest’s in-house software team has developed bespoke resources that allow representativeness to be monitored and achieved. Representativeness is checked and monitored against a range of criteria. For example; Kwest’s sophisticated Telephone Management systems are designed so that quotas for multiple, individual groups of interest can be automatically set, managed and monitored simultaneously to deliver required accuracy levels and excellent representativeness. As one quota is completed, contact details are withdrawn from that group and other live groups continue to be prioritised.
Kwest’s TSM Representativeness Assessment ensures that the stringent requirements of the Regulator are adhered to in TSM surveys. Our dashboards work in conjunction with the Telephone Management System and provide an adaptive, flexible tool for monitoring and adjusting interviewing approach throughout the survey, to ensure that the achieved sample perfectly matches the base population. Output on Kwest’s online reports allow RBKC to view progress versus targets at any time throughout the project.
To demonstrate representativeness of response, Kwest used a number of population sub-groups taken from data held by RBKC. These include age group, number of bedrooms, ward, gender, and vulnerability group. These categories were chosen to provide good coverage by geographical location, demographic profile, characteristics and type of housing. Due to the adaptive and flexible nature of our systems and the ability to continually adjust interviewing throughout data collection, representativeness is an excellent match across all groups assessed. Details of this are provided in the TSM Representativeness Assessment.
Any weighting applied to generate the reported perception measures (including a reference to all characteristics used to weight results): No weighting was applied.
The role of any named external contractor(s) in collecting, generating, or validating the reported perception measures: Kwest undertook the Tenant Satisfaction Measures survey on behalf of RBKC as part of a contract to provide TSM research services. Kwest was responsible for all elements of the research.
The number of tenant households within the relevant population that have not been included in the sample frame due to the exceptional circumstances described in paragraph 63 with a broad rationale for their removal: No households* were excluded from sampling due to the exceptional circumstances detailed in the guidance published by the RSH. A mixed methodology approach was used to provide an alternative way of responding for households who would not be able to respond by telephone. Where necessary, particularly for supported housing tenants, responses from carers or interpreters answering on a tenant’s behalf were accepted. In line with the requirements set by the regulator, only tenants in LCRA are included in the survey.
* Prior to the introduction of the TSM, a representative group requested that Grenfell Housing to not be included in the main tenant satisfaction surveys undertaken by RBKC. Grenfell Housing households are the survivors and bereaved of the Grenfell Tower tragedy. Any surveys undertaken with this group of households are specific for Grenfell Housing households only, and as such, they were excluded from the main TSM tenant dataset provided to Kwest Research.
Reasons for any failure to meet the required sample size requirements: N/A
Type and amount of any incentives offered to tenants to encourage survey completion: No incentives were offered.
Any other methodological issues likely to have a material impact on the tenant perception measures reported: There are no methodological issues that have a material impact on the tenant perception measures reported.
You'll find below a copy of the questionnaire that was used to gather the TSM data.
Document
For service improvement purposes, we asked additional questions which are not reported as part of the TSM submission.