Tenant Satisfaction Measures
Here’s our yearly performance against the Tenant Satisfaction Measures.
End of year results – 2023/2024
Methodology
A summary of the methodology used to complete the Tenant Satisfaction Measures’ survey for Ongo is below.
| Number of responses | 1887 |
| Total relevant population | 10321 |
| Timing of survey | Between 1 April 2023 and 31 March 2024 |
| Collection method | Online only |
| Sample method | All tenants in low cost rental accommodation (census approach) |
| Summary of representativeness of the sample against the relevant tenant population | The sample achieved is broadly representative of the tenant population particularly in regard to stock type and the protected characteristics selected. We have used age, disability, gender, religion, ethnicity, sexual orientation, location and stock type as we believe these characteristics are important drivers of satisfaction and we want to make sure all our tenants are listened to and represented fairly. Click here to see the demographics of those customers that responded in the 2023/24 survey. |
| Weighting used? | No |
| External contractors used? | No, our surveys are collected, generated and validated internally by our Data team, using survey specific software. |
| Number of tenant households excluded? | There are 0 tenant households excluded due to exceptional circumstances as described in paragraph 63 of the TSM guidance. |
| Sample size requirements? | 965 minimum responses required. Ongo have exceeded the minimum number and have included all responses. |
| Incentives? | There are no incentives given to tenants to complete the TSM survey |
| Questions asked? | 12 x regulatory TSM questions 1 x open comment after satisfaction question TP01. |
| Any other methodological issues likely to have a material impact on the tenant perception measures reported? | None |
Building Safety
| Code/description | LCRA & LCHO combined |
|---|---|
| BS01: Proportion of homes for which all required gas safety checks have been carried out | 100.0% |
| BS02: Proportion of homes for which all required fire risk assessments have been carried out | 99.9% |
| BS03: Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out | 95.4% |
| BS04: Proportion of homes for which all required legionella risk assessments have been carried out | 100.0% |
| BS05:Proportion of homes for all which are required communal passenger lift safety checks have been carried out | 100.0% |
Complaints
| Code/description | LCRA |
|---|---|
| CH01 (1): Number of stage one complaints received per 1,000 homes | 19.5 |
| CH01 (2): Number of stage two complaints received per 1,000 homes | 5.3 |
| CH02 (1): Proportion of stage one complaints responded to within the Housing Ombudsman Complaint Handling Code timescales. | 92.1% |
| CH02 (2): Proportion of stage two complaints responded to within the Housing Ombudsman Complaint Handling Code timescales. | 67.8% |
Anti-social Behaviour
| Code/description | LCRA & LCHO combined |
|---|---|
| NM01 (1): Number of anti-social behaviour cases, opened per 1,000 homes | 83.3 |
| NM01 (2): Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes | 1.2 |
Decent Homes Standard & Repairs
| Code/description | LCRA |
|---|---|
| RP01: Proportion of homes that do not meet the Decent Homes Standard | 1.3% |
| RP02 (1): Proportion of non-emergency responsive repairs completed within the landlords target timescale. | 81.6% |
| RP02 (2): Proportion of emergency responsive repairs completed within the landlords target timescale | 82.6% |
Tenant Satisfaction Measures
| Code/description | LCRA |
|---|---|
| TP01: Proportion of respondents who report that they are satisfied with the overall service from their landlord | 68.8% |
| TP02: Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service | 67.7% |
| TP03: 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 | 58.6% |
| TP04: Proportion of respondents who report that they are satisfied that their home is well maintained | 66.0% |
| TP05: Proportion of respondents who report that they are satisfied that their home is safe | 71.0% |
| TP06: Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them | 53.4% |
| TP07: Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them | 59.5% |
| TP08: Proportion of respondents who report that they agree their landlord treats them fairly and with respect | 68.5% |
| TP09: Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling | 32.3% |
| TP10: Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained | 66.1% |
| TP11: Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood | 54.4% |
| TP12: Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour | 47.5% |
Low Cost Rental Accommodation (LCRA). This includes for example general needs, affordable rent, supported housing and temporary social housing.
Low Cost Home Ownership (LCHO). This includes, for example, shared ownership properties.
Our survey design
Our TSM survey and its data is collected, generated and validated internally at Ongo using our online survey system. We protect all respondents anonymity and will never publish or share an individual’s personal information with a third party or without consent. We will only ever contact a tenant in relation to feedback given if a tenant has given us permission to do so.
Click here for the Tenant Satisfaction survey design.
Summary
At Ongo, we’re committed to offering quality homes and continuing to work hard to improve our overall customer satisfaction by addressing the lowest scoring measures concerning our residents. This includes addressing issues with keeping you up to date on repairs, making it easier to book a repair and getting any repair fixed at the first visit. Complaints is another area we are working at improving as we know how important it is to deal with a complaint quickly and ensure that any follow-up actions are dealt with within timescales. Where tenants have confirmed they’re happy to be contacted and answered the free text part of the TSM survey “How do you think Ongo Homes could improve its service?”, we’re getting in touch to find out more, and using the feedback to continually shape and improve the services we offer. Click here to see how we are already doing/done, what you have said.
