Tenant Satisfaction Measures - results
Our Tenant Satisfaction Measures (TSMs)
The Tenant Satisfaction Measures reported below show our end of year performance (April 24 - March 25). There are 12 tenant perception questions which cover several areas, such as overall satisfaction and how safe people feel in their homes, these results are captured through customer feedback surveys. Alongside these there are 10 performance measures covering building safety, repairs, complaints and ASB, these come from our systems.
The full list of all questions and their corresponding code can be found here.
Our approach
A huge thank you to the 2739 people who answered the survey. We are committed to listening to the feedback received and using it to improve the services we offer.
Our customer feedback surveys are conducted throughout the year, click here to find out more about what to expect if you are contacted by one of our researchers.
Full approach to TSM collection
Please read our full approach to collecting the TSMs here.
How we collected our results
Over the last year, a company called IFF Research contacted Flagship’s tenants across all three Housing Associations, as well as Shared Owners who completed the survey. 80% of surveys were completed by telephone and 20% online.
A fair representation
Targets were put in place to ensure a true representation of our tenants was factored into the sample of people surveyed. Age ranges, gender, location, and property type were targeted based on representation for each and we are happy to report that we were able to achieve these targets.
What we do with these results
Based on the results of the TSMs, we've developed an action plan that targets the key areas our customers have highlighted for improvement. You can find the plan, along with a status update, here.
How we're performing on TSMs
Results have been combined from our three housing associations, Newtide Homes, Samphire Homes and Victory Homes to give an overall picture of results across Flagship.
April 2024 - March 2025
The overall satisfaction with the service provided (TP01)*
75.6%
(Last year 71.9%)
Repairs & building safety
76.9%
(2024 - 71.9%)
Satisfied with our overall repairs service (TP02)*
71.1%
(2024 - 64.0%)
Satisfied with the time taken to complete your repair (TP03)*
74.7%
(2024 - 72.1%)
Satisfied with how well your home is maintained (TP04)*
81.2%
(2024 - 81.1%)
Satisfied with the safety of your home (TP05)*
99.8%
(2024 - 98.8%)
Gas safety checks carried out (BS01)*
96.6%
(2024 - 98.7%)
Fire safety checks carried out (BS02)*
99.9%
(2024 - 99.9%)
Asbestos safety checks carried out (BS03)*
95.0%
(2024 - 100.0%)
Legionella risk assessment carried out (BS04)*
100.0%
(2024 - 100.0%)
Communal passenger lift safety check carried out (BS05)*
1.4%
(2024 - 2.4%)
Proportion of homes that don't meet the Decent Homes Standard (RP01)*
72.9%
(2024 - 58.4%)
Non-emergency responsive repairs completed within timescales (RP02-1)*
94.3%
(2024 - 91.8%)
Emergency responsive repairs completed within timescales (RP02-2)*
Response times to repairs
For full details about our repairs and timescales, please see our Repairs Policy.
We’ll attend within 24 hours for emergency repairs, three days for urgent repairs and 28 days for routine repairs. We’ll aim to complete your repair right first time, however there may be circumstances where we’re unable to fix things in one visit or more work is needed. For these more complex repairs we aim to complete them within 90 days.