Tenant Satisfaction Measures

It is important for us to be open and honest with you about the work we carry out on your homes and how this fits in with our responsibilities under the Social Housing (Regulation) Act 2023.

Below you can view our 2024-25 performance information based on Tenant Satisfaction Surveys we carried out, where we asked YOU for your opinions on all things from repairs to anti-social behaviour.

If you took part in this survey, we would like to take this opportunity to thank you for your time as your feedback will help us to make informed changes to the service that we provide to you on behalf of Southend-on-Sea City Council.

You can find out more about how we conducted this survey by reading our summary approach, featuring the full survey, which can be found here:  Summary of Approach to undertaking TSM perception survey.docx[pdf] 333KB

Key:

  • Green = meeting the target
  • Amber = within 10% of the target
  • Red = more than 10% away from the target.

Overall Satisfaction

Name

Value

Target

Red/Green/Amber

Proportion of respondents who report that they are satisfied with the overall service from South Essex Homes

69.8%

70.0%

 

Proportion of respondents who report that they are satisfied that South Essex Homes listens to tenant views and acts upon them

63.0%

60.0%

 

Proportion of respondents who report that they are satisfied that South Essex Homes keeps them informed about things that matter to them

73.2%

74.0%

 

Proportion of respondents who report that they agree South Essex Homes treats them fairly and with respect

81.0%

83.0%

 

Proportion of respondents with communal areas who report that they are satisfied that South Essex Homes keeps communal areas clean and well maintained

63.6%

65.0%

 

Proportion of respondents who report that they are satisfied that South Essex Homes makes a positive contribution to the neighbourhood

66.2%

69.0%

 
Overall Satisfaction Results

Anti-social Behaviour

Name

Value

Target

Red/Green/Amber

Number of anti-social behaviour cases opened per 1,000 homes

73.4

N/A

N/A

Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes

2.1

N/A

N/A

Proportion of respondents who report that they are satisfied with South Essex Homes approach to handling anti-social behaviour

60.4%

63.0%

 
Anti-Social Behaviour Results

Responding to Repairs

Name

Value

Target

Red/Green/Amber

Proportion of non-emergency responsive repairs completed with South Essex Homes target timescale

66.8%

95.0%

 

Proportion of emergency responsive repairs completed with South Essex Homes target timescale

94.9%

99.0%

 

Proportion of homes that do not meet the Decent Homes Standard

0.4%

0.0%

 

Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service

71.8%

70.0%

 

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

68.0%

68.0%

 

Proportion of respondents who report that they are satisfied that their home is well maintained

75.1%

70.0%

 
Responding to Repairs Results

Effective Complaints Handling

Name

Value

Target

Red/Green/Amber

Number of stage 1 complaints received per 1,000 homes

82.1

40.0

 

Number of stage 2 complaints received per 1,000 homes

17.6

7.2

 

Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales

69.5%

95.0%

 

Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales

76.6%

95.0%

 

Proportion of respondents who report making a complaint in the last 12 months who are satisfied with South Essex Homes approach to complaints handling

35.8%

30.0%

 
Effective Complaints Handling Results

Building Safety

Name

Value

Target

Red/Green/Amber

Proportion of homes for which all required gas safety checks have been carried out

100.0%

100.0%

 

Proportion of homes for which all required fire risk assessments have been carried out

100.0%

100.0%

 

Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out

100.0%

100.0%

 

Proportion of homes for which all required legionella risk assessments have been carried out

100.0%

100.0%

 

Proportion of homes for which all required communal passenger lift safety checks have been carried out.

100.0%

99.5%

 

Proportion of respondents who report that they are satisfied that their home is safe

77.3%

78.0%

 
Building Safety Results