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 2025-26 performance information based on Tenant Satisfaction Surveys we carried out so far, 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] 372KB

Key:

  • Improving = Improving
  • Stable (up to +/- 1%) = stable
  • Worsening = worsening

Overall Satisfaction

Name Target
Average Benchmark for Social Housing Providers
 2024/25 SEH Performance April 2025 - to 31st December 2025 (2025/2026 to date) Performance Trend
Proportion of respondents who report that they are satisfied with the overall service from South Essex Homes 74.00% 72.65% 69.80% 69.60% Stable
Proportion of respondents who report that they are satisfied that South Essex Homes listens to tenant views and acts upon them 60.00% 62.15% 63.00% 57.90% Worsening
Proportion of respondents who report that they are satisfied that South Essex Homes keeps them informed about things that matter to them 75.00% 72.50% 73.20% 68.90% Worsening
Proportion of respondents who report that they agree South Essex Homes treats them fairly and with respect 83.00% 78.30% 81.00% 77.50% Worsening
Proportion of respondents with communal areas who report that they are satisfied that South Essex Homes keeps communal areas clean and well maintained 65.00% 66.90% 63.60% 68.00%
Increasing
Proportion of respondents who report that they are satisfied that South Essex Homes makes a positive contribution to the neighbourhood 69.00% 64.90% 66.20% 68.90% Increasing
Overall Satisfaction Results

Anti-social Behaviour

Name Target
Average Benchmark for Social Housing Providers
 2024/25 SEH Performance April 2025 - to 31st December 2025 (2025/2026 to date) Performance Trend
Number of anti-social behaviour cases opened per 1,000 homes N/A                          36.00                       80.20                       77.00 Improving
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes N/A                            0.70                         2.30                         1.20 Improving
Proportion of respondents who report that they are satisfied with South Essex Homes approach to handling anti-social behaviour 63.00% 60.00% 60.40% 51.60% worsening
Anti-Social Behaviour Results

Responding to Repairs

Name Target
Average Benchmark for Social Housing Providers
 2024/25 SEH Performance April 2025 - to 31st December 2025 (2025/2026 to date) Performance Trend
Proportion of non-emergency responsive repairs completed with South Essex Homes target timescale 95.00% 82.55% 66.80% 68.60% Improving
Proportion of emergency responsive repairs completed with South Essex Homes target timescale 99.00% 95.15% 94.90% 97.20% Improving
Proportion of homes that do not meet the Decent Homes Standard 0.00% 0.40% 0.40% 1.60% Worsening
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service 72.60% 74.00% 71.80% 71.00% Stable
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 70.00% 69.80% 68.00% 64.30% Worsening
Proportion of respondents who report that they are satisfied that their home is well maintained 76.00% 72.50% 75.10% 72.00% Worsening
Responding to Repairs Results

Effective Complaints Handling

Name Target
Average Benchmark for Social Housing Providers
 2024/25 SEH Performance April 2025 - to 31st December 2025 (2025/2026 to date) Performance Trend
Number of stage 1 complaints received per 1,000 homes            45.00                          53.50                       82.00                     100.40 Worsening
Number of stage 2 complaints received per 1,000 homes              3.50                            8.30                       17.60                       26.80 Worsening
Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales 95.00% 90.30% 69.50% 86.20% Improving
Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales 95.00% 89.70% 76.60% 93.30% Improving
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with South Essex Homes approach to complaints handling 40.00% 35.80% 35.80% 34.30% Worsening
Effective Complaints Handling Results

Building Safety

Name Target
Average Benchmark for Social Housing Providers
 2024/25 SEH Performance April 2025 - to 31st December 2025 (2025/2026 to date) Performance Trend
Proportion of homes for which all required gas safety checks have been carried out 100.00% 100.00% 100.00% 100.00% Stable
Proportion of homes for which all required fire risk assessments have been carried out 100.00% 100.00% 100.00% 100.00% Stable
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out 100.00% 100.00% 100.00% 69.10% Worsening
Proportion of homes for which all required legionella risk assessments have been carried out 100.00% 100.00% 100.00% 100.00% Stable
Proportion of homes for which all required communal passenger lift safety checks have been carried out. 100.00% 100.00% 99.50% 88.00% Worsening
Proportion of respondents who report that they are satisfied that their home is safe 78.00% 78.30% 77.30% 77.40% Stable
Building Safety Results