The Regulator of Social Housing has created a new system for assessing how well social housing landlords such as Innisfree are doing at providing good quality homes and services. In addition to introducing revised consumer standards, this involves a set of tenant satisfaction measures that social housing landlords must report on.

There are 22 tenant satisfaction measures. There are 12 tenant perception measures (TPMs) which we get from surveys of our tenants and 10 management information (MI) measures which we get from our in-house data:

• Overall satisfaction – 1 x TPM
• Keeping properties in good repair – 2 x MI, 3 x TPM
• Maintaining Building Safety – 5 x MI, 1 x TPM
• Respectful and Helpful Engagement – 3 x TPM
• Effective Handling of complaints – 2 x MI, 1 x TPM
• Responsible neighbourhood management – 1 x MI, 3 x TPM

Below, we report on our first set of measures. Tenant Perception Measures are shown in orange. Management Information measures are shown in green.

Overall satisfaction

88% – Propotion of respondents who report that they are satisfied with the overall service from Innisfree.

Keeping properties in good repair

95% – Proportion of respondents who have received a repair in the last 12 months who report that they are satisifed with the overall repairs service.

90% – Proportion of respondents who have received a repair in the last 12 months who report they are satisfied with the length of time taken to complete their most recent repair.

92% – Proportion of respondents who report that they are satisfied that their home is well maintained.

0% – Proportion of homes that do not meet the Decent Homes Standard.

99.2% – Proportion of non-emergency responsive repairs completed within the landlord’s target timescale and 100% – Proportion of emergency responsive repairs completed within the landlord’s target timescale.

Building safety

89% – Proportion of respondents who report that they are satisfied that their home is safe.

100% – Proportion of homes for which all required gas safety checks have been carried out.

100% – Proportion of homes for which all required fire risk assessments have been carried out.

100% – Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.

100% – Proportion of homes for which all required legionella risk assessments have been carried out.

100% – Proportion of homes for which all required communal passenger lift safety checks have been carried out.

Respectful and helpful engagement

81% – Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them.

88% – Proportion of respondents who report they are satisfied that their landlord keeps them informed about things that matter to them.

89% – Proportion of respondents who report they are agree their landlord treats them fairly and with respect.

Effective handling of complaints

36% – Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling.

27.7 – The number of stage one complaints made by tenants in the relevant stock type during the reporting year per 1000 homes (for us this was 16 actual complaints). Of those, 100% were responded to within the Housing Ombudsman’s Complaint Handling Code timescales.

10.4 – The number of stage two complaints made by tenants in the relevant stock type during the reporting year per 1000 homes (for us this was 6 actual complaints). Of those, 100% were responded to within the Housing Ombudsman’s Complaint Handling Code timescales.

Responsible neighbourhood management

77% – Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained.

83% – Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood.

73% – Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour.

45.1 – Number of anti-social behaviour cases opened per 1,000 homes (for us this was 26 actual cases). None of these involved hate incidents.

If you would like more information on our performance, you can read our full tenant annual report for 2023-2024 here