TSM – Tenant Satisfaction Measures

The table below covers the twelve TSMs known as Tenant Perception measures and are the results of your feedback, views, and thoughts on our current service and provision. They will always start with the abbreviation TP (Tenant Perception). 

TSM Survey

The 2024 TSM survey was the first conducted by S4B on the new required standardised questions.

• TP1 Overall Satisfaction for ‘Services provided by S4B’ was 89.29%
• TP02 Overall repairs satisfaction with repairs in the last 12 months 84.06%
• TP03 The satisfaction with the time taken to complete the most recent repairs was 77.94%
• TP04 The satisfaction level that homes are well maintained is 79.27%
• TP05 The satisfaction of the safety of their home 79.27%
• TP06 Satisfaction with S4B listening and acting upon their views 80.39%
• TP07 Satisfaction that S4B kept them informed 79.27%
• TP08 Satisfaction that S4B treat residents with respect was 82.50%
• TP09 Satisfaction with S4B approach to complaints 51.43%
• TP10 Tenant satisfaction of communal areas are clean and well maintained 80.77%
• TP11 Satisfaction with S4B’s neighbourhood management is 82.28%
• TP12 Satisfaction with the landlord’s approach to handling anti-social behaviour 75%.

YOU SAID, WE LISTENED
Using the TSM survey we have created an action plan based on our ethos, ‘You said, we listened’ and the results are as follows:

1. You said, you would like to see more queries resolved at first point of contact. We listened. As a result all Customer Facing team have attended “Onward Plus” training to develop knowledge of service areas to be able to best resolve more questions. There has also been dedicated rent training to enable support and payment plans without need to refer into Income Specialist.
2. You said, you would like further information on repairs follow up appointments. We listened.  We have developed further follow up contacts and will be further enhanced this over the next few months.
3. You said, you would like to book home appointments with Income team. We listened, and we have specific office times available on Mondays each week for residents.  Home appointments are also available wherever required to fit with resident needs.
4. You said, you would like more Neighbourhood Management on Car Parks to prevent issues. We listened and now have registered all users of Brunswick Village even though it is not a phone based system to help manage issues.
5. You said, S4B managed Communal Areas well but the areas on edge of neighbourhood needed further focus on litter. We listened and now have S4B Environmental Services Operatives complete programmed litter picks and we are working with partners such as Manchester City Council to ensure the areas on entrances to area are also cleaned. 
6. You said,  S4B colleagues were doing a good job and named a number of members of the team. We listened and have fed this back to team and individuals to thank them.

Other ways we have listened to and are engaging with customers are outlined in our 2025 communications plan here. 

A huge thank you to everyone who took the time to complete the survey. The feedback is vital for us at S4B to be able to continue to tailor and improve our services and processes, all for the benefit of customers in Brunswick and the neighbourhood.

S4B and other PFI areas form part of the overall results for Manchester City Council (MCC) Here are the results.