Performance

We are committed to ensuring that every home is safe and that the needs of our tenants are reflected in the services we provide.

You can view our latest Performance Figures here.

Tenant Satisfaction Measures

The Regulator of Social Housing (RSH) sets out their expectations of all Registered Providers (RPs) in the Regulatory Standards. The Transparency, Influence and Accountability Standard requires all registered providers of social housing to collect and report annually on their performance through the Tenant Satisfaction Measures (TSMs).

The TSMs help the RSH monitor how social housing landlords in England are performing in their duties of providing good quality homes and services. They also provide visibility and transparency of how landlords are performing across a total of 22 measures; including 10 operational measures and 12 tenant perception measures.

Over the past 12 months, the information from the TSMs has been helping us get valuable feedback from customers across key areas of our business – including overall satisfaction with the landlord, repairs, ASB, complaints and communication and more.

Summary of Approach

To collect the tenant perception measures, EPIC engaged with Acuity to undertake an independent satisfaction survey on its behalf. From June 2024 through to August 2024, Acuity contacted a total of 525 households (254 online surveys, 92 postal surveys, 167 telephone surveys and 12 where no contact method was recorded) equating to 36.6% of tenants at that time. The surveys were conducted following the requirements and guidance set by the Regulator and no weighting has been applied to generate our perception measure scores. No customers were excluded due to exceptional circumstances (in line with the TSM regulations) and 10 x £25 shopping vouchers were offered as an incentive for taking part in the survey.

A copy of the survey questions can be accessed here.

All responses where customers expressed dissatisfaction or concerns in relation to damp and mould have been followed up to see if there are any outstanding actions required in relation to the issue they had raised.

Summary of Representativeness

When collecting the tenant perception measures, we attempted to contact all tenants, removing any sample approach. As part of the data collection, we were able to collect data in relation to representativeness which included, but was not limited to the following areas:

• Age
• Ethnicity
• Disability
• Sex
• Sexuality
• Religion
• Length of Tenancy
• Charge Type

Our assessment of representativeness can be accessed here.

Our Tenant Satisfaction Measures

Our latest tenant satisfaction figures can be found here.

Next Steps

The full year of TSM results have been submitted to the RSH for 2023 and we will submit our 2024 results prior to the reporting deadline.

We will look to collect this valuable information in relation to our performance from our tenants around June time each year and we will provide an update on the performance around September each year through our website and quarterly tenant newsletter.

We will review the TSMs with our customer groups to make sure that they are accessible and that customers understand what the TSMs are telling them about the services we provide.

If you are keen to know more about the TSMs, you can find out more through the Regulator of Social Housing Guide.