Our 2024/2025 performance against tenant satisfaction measures

In April 2023, the Regulator of Social Housing introduced Tenant Satisfaction Measures (TSMs). These enable tenants to scrutinise their landlord’s performance, give landlords insight about where they can do better, and allow the Regulator to see which landlords may need to make improvements

We need to report our performance against a total of sixteen TSMs:

Perception measures

Nine TSMs measure customer feedback about our services, collected via surveys.

During October and November 2024 we commissioned independent market research company, Acuity, to carry out 517 interviews amongst a representative group of our customers to gather feedback about their perception of Sparrow including performance against the nine TSMs.

Management information

Seven TSMs measure our performance across operations and service management. These include legal compliance (such as essential health and safety checks in homes); the number of customer complaints; and the number of antisocial behaviour cases.

Learn about our methodology when carrying out surveys

 

Tenant perception survey results

2024/25
SP-TSM_TP01_Overall satisfaction_150px.png Overall satisfaction 41%
SP-TSM_TP05_Safe_150px.png Satisfaction that the home is safe 71%
SP-TSM_TP06_Listens_150px.png Satisfaction that the landlord listens to tenant views and acts upon them 30%
SP-TSM_TP07_Informed_150px.png Satisfaction that the landlord keeps tenants informed about things that matter to them 59%
SP-TSM_TP08_Respect_150px.png Agreement that the landlord treats tenants fairly and with respect 52%
SP-TSM_TP09_Complaints_150px.png Satisfaction with the landlord’s approach to handling of complaints 15%
SP-TSM_TP10_Communal_150px.png Satisfaction that the landlord keeps communal areas clean, safe and well maintained 33%
SP-TSM_TP11_Neighbourhoods_150px.png Satisfaction that the landlord makes a positive contribution to neighbourhoods  34%
SP-TSM_TP12_ASB_150px.png Satisfaction with the landlord’s approach to handling of anti-social behaviour 31%

 

Landlord management information

2024/25
SP-TSM_CH01_ComplaintsS1_150px.png Stage 1 complaints relative to the size of the landlord 33.7
SP-TSM_CH01_ComplaintsS2_150px.png Stage 2 complaints relative to the size of the landlord 12.5
SP-TSM_CH02_ResponseS1_150px.png Stage 1 complaints responded to within Complaint Handling Code timescales 84%
SP-TSM_CH02_ResponseS2_150px.png Stage 2 complaints responded to within Complaint Handling Code timescales 93%
SP-TSM_NM01_ASB_150px.png Number of anti-social behaviour cases, opened per 1000 homes 25.6
SP-TSM_NM01_ASB+Hate_150px.png Number of anti-social behaviour cases that involve hate incidents, opened per 1000 homes 0.0

 

Building safety

2024/25
SP-TSM_BS01_Gas_150px.png Gas safety checks 100%
SP-TSM_BS02_Fire_150px.png Fire safety checks 98.8%
SP-TSM_BS03_Asbestos_150px.png Asbestos safety checks* N/A
SP-TSM_BS04_Water_150px.png Water safety checks 57.1%
SP-TSM_BS05_Lifts_150px.png Lift safety checks 97.7%
* None of our properties have asbestos