What are TSMs?
TSM's include information gathered from surveys conducted which have been designed by the Regulator for Social Housing.
Saffron, along with every other social housing provider in England, Wales and Northern Ireland, must complete surveys about what our tenants think about the services they receive. The survey is made up of 12 questions. In addition, we need to report to the Regulator of Social Housing about 10 management measures.
The questions for these surveys are set centrally by the Regulator of Social Housing (RSH) so results from different providers are comparable.
We employ TLF to complete our surveys on our behalf. Every survey is completed over the telephone, by post or by email.
2024-2025 TSM Survey Results
This data helps us understand what we are doing right and where we can improve.
Results
See below the results from our 2024/25 TSM Survey. We received a total of 694 survey responses which are the full-year results.
Responses
We received a total of 694 survey responses for the full-year (April 2024-2025).
Overall satisfaction
74% of tenants said they were satisfied with our service overall, an increase of 2%.
Repairs service
An increase of 3.5% since previous results in 2023/2024.
Building maintenance
An increase of 2.1% from 2023/2024.
Repairs completion time
68.3% of tenants reported they were happy with the time taken to complete a repair - an increase of 3.2%.
Saffron listens to me
63.1% of tenants felt listened to, an increase of +3.3%.
Saffron treats me fairly
77.6% of tenants said that Saffron treated them fairly, - 0.5% less than previously.
Keeping tenants informed
73.9% of tenants who participated said they felt they felt well informed, an increase of 3.5%.
Complaint handling
An 8.0% increase from the previous year.
Maintenance of communal areas
Just over half of tenants who took part in the survey felt satisfied with the maintenance of communal areas, an increase of +2.9% from last year.
Our neighbourhood contribution
61.1% felt satisfied with Saffron's contribution to their neighbourhood, an increase of 2.6%.
Handling of Anti-Social Behaviour
62.0% said they were satisfied with how we handle Anti-Social Behaviour, an increase of +1.5%.
Repairs Service
An increase of 3.5% since previous findings in 2023/24.
Safety
-0.6% compared with 2023/2024 results.
Next steps
Work is ongoing to widen the scope of data. We are working with Independent East - an informal alliance of five housing associations in the East of England, including Saffron - and Housemark - the UK's leading data and insight company for the housing sector. This is to gain as much data as we can for an even greater understanding of what the data we are capturing means to Saffron.
Independent focus groups
We are organising some independent focus groups which will be run by Your Own Place. We want to understand tenant’s experiences in more detail as well as their expectations and ideas for improvement.
Service improvement plan
Feedback will be reviewed with relevant service teams to create service improvement plans and decide tenant communication priorities where appropriate. These will set actions and form an accountable structure of service improvement. This work begins January 2024.