Transform’s Performance
Here at Transform we are always looking to improve the service we provide to clients. To help us do that we review our performance regularly. We appreciate all the feedback we receive on where improvements may be required. This includes our Tenant Satisfaction Measures (TSMs) which were introduced in April 2023. You can see our performance against the TSMs and other key performance information below, which are the final figures for 2023-2024.
What are the Tenant Satisfaction Measures?
Our regulator has introduced a set of new Tenant Satisfaction Measures which will measure the performance of social housing landlords. This includes a new survey which will give clients opportunity to tell us what they think about Transform as a landlord. Our last survey was in May 2023. We will carry out our next survey in September 2024.
There are 22 Tenant Satisfaction Measures (TSM’s).
- Twelve customer perception measures: These show satisfaction with the services we provide, for example, how well we’ve kept communal areas clean and well maintained.
- Ten performance measures: These show what we have done, for example, how many complaints were dealt with on time.
This page shows the 2023-2024 customer perception results from our survey in May 2023 and our performance as at 31 March 2024. These measures show us how we can improve and mean that clients, the Regulator of Social Housing, and others can hold us to account.
You can read more about the Tenant Satisfaction Measures on the Regulator’s website.
Client Satisfaction
| Item we are measuring | How often we measure it | Performance this period | How are other providers doing (average)? |
| Overall Satisfaction with Transform (TSM TP01) | Annual | 85.5% | 81%1 |
| Ease of dealing with Transform (1 difficult to deal with; 10 easy to deal with) | Annual | 8.5 | - |
| Extent to which clients trust Transform (1 do not trust them at all; 10 trust them totally) | Annual | 8.3 | - |
| Percentage of clients satisfied with overall repair service (TSM TP02) | Annual | 83.2% | 80%1 |
| Percentage of clients satisfied with time taken to complete last repair (TSM TP03) | Annual | 78.2% | 78%1 |
| Satisfaction that the home is well maintained (TSM TP04) | Annual | 86.5% | 78%1 |
| Satisfaction that the home is safe (TSM TP05) | Annual | 85.8% | 83%1 |
| Satisfaction that the landlord listens to tenant views and acts upon them (TSM TP06) | Annual | 79.8% | 74%1 |
| Satisfaction that the landlord keeps tenants informed about things that matter to them (TSM TP07) | Annual | 83.6% | 78%1 |
| Agreement that the landlord treats tenants fairly and with respect (TSM TP08) | Annual | 88.5% | 83%1 |
| Percentage of clients satisfied with complaints handling (TSM TP09) | Annual | 50.0% | 64%1 |
| Satisfaction that the landlord keeps communal areas clean and well maintained (TSM TP10) | Annual | 78.4% | 76%1 |
| Satisfaction that the landlord makes a positive contribution to neighbourhoods (TSM TP11) | Annual | 73.0% | 73%1 |
| Percentage of clients satisfied with landlord’s approach to handling ASB (TSM TP12) | Annual | 73.7% | 71%1 |
Housing management and support
| Item we are measuring | How often we measure it | Performance this period |
| Average time to re-let properties (number of days) | Quarterly | 52 |
| How many properties are empty and available to let (called a VOID) | Quarterly | 61 |
| Successful move on rates for clients | Quarterly | 76.9% |
| No of Stage 1 complaints received per 1000 homes (TSM CH01(1)) | Quarterly | 17 |
| No of Stage 2 complaints received per 1000 homes (TSM CH01(2)) | Quarterly | 3 |
| Proportion of Stage 1 Complaints responded to within the Housing Ombudsman Complaints Handling Code timescales (TSM CH02(1)) | Annual | 100% |
| Proportion of Stage 2 Complaints responded to within the Housing Ombudsman Complaints Handling Code timescales (TSM CH02(1)) | Annual | 100% |
| Number ASB cases opened per 1000 homes ASB (TSM NM01(1)) | Annual | 16 |
| Number ASB cases that involve hate incidents opened per 1000 homes ASB (TSM NM01(2)) | Annual | 4 |
Repairs and maintenance
| Item we are measuring | How often we measure it | Performance this period |
| Proportion of homes that do not meet the Decent Homes Standard (TSM RP01) (*16 unoccupied homes which have been sold since 1 April 2024) | Annual | 1.7%* |
| Repairs completed within timescale (RP02): | ||
| Proportion of Non-Emergency repairs completed within the Landlord’s target timescale (TSM RP02 (pt1)) | Quarterly | 70.1% |
| Proportion of Emergency responsive repairs completed within the Landlord’s target timescale (TSM RP02(pt2)) (definitions of our response times can be found here) | Quarterly | 76.0% |
| Proportion of homes for which the following safety checks have been carried out: | ||
| Gas Safety Checks (TSM BS01) | Monthly | 99.3% |
| Fire Risk Assessments (TSM BS02) | Monthly | 100% |
| Asbestos Management Surveys or Re-inspections (TSM BS03) | Monthly | 100% |
| Legionella risk assessments (TSM BS04) | Monthly | 100% |
| Passenger Lift Safety Checks (TSM BS05) | Monthly | 100% |
1. Acuity Supported Housing Benchmarking Peer Group Median 2023/24
2. TSM Tenant Perception Indicators (prefixed TSM TP) and other perception measures are gathered from our Client Satisfaction Survey 2023.