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What are TSMs?
Saffron, along with every other social housing provider in England, Wales and Northern Ireland, must complete ‘perception surveys’ about what our tenants think about the services they receive. These compliment the satisfaction surveys each team complete each month.
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What is their purpose?
Saffron, along with every other social housing provider in England, Wales and Northern Ireland, must complete ‘perception surveys’ about what our tenants think about the services they receive, and this survey is made up of 12 questions about a variety of services Saffron offer, such as repairs, complaints and neighbourhood contribution. The Regulator sets the questions we must ask. These compliment the satisfaction surveys each team complete each month after completion of a particular service.
In addition, we need to report to the Regulator of Social Housing about 10 management measures. The management measures are made up of internal performance metrics which are gathered from our internal systems according to strict definitions provided by the Regulator of Social Housing.
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Who runs the perception surveys?
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.
You can find out more about TLF by clicking here.
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Who takes part in the perception surveys?
A cross-section of tenants are surveyed, so the results are meaningful. The sample of tenants surveyed includes tenants paying social rents, supported housing, intermediate rent, affordable rent and temporary social housing. This profile of tenants is termed Low-Cost Rental Accommodation (LCRA)
We are not required to report on homeownership satisfaction due to how many homeownership units we have. We are considering gathering this data as we want to understand homeowners’ perception of our services.
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.
Management Measures Results
The management measures results from 1st April 2023 to 31st March 2024 can be viewed here.
Find out more
What are we doing well?
Hear directly from our tenants on what they feel we are getting right. Click on the arrows to read more feedback.
Where can we improve?
Below are some comments from tenants on how we can do better. Click on the arrows to read more feedback.
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.