How we measure tenant satisfaction

What are Tenant Satisfaction Measures? (TSMs)

For many years, the Housing Service has carried out annual tenant satisfaction surveys to find out how our tenants feel about the services we provide. 

In April 2023, the Regulator of Social Housing (GOV.UK), the government body that we report to, has introduced a new way to measure how tenants feel about their landlords, called Tenant Satisfaction Measures (GOV.UK)

This new way of measuring tenant satisfaction ensures that every landlord asks the same set of questions, which means tenants will be able to compare their landlord’s performance with other landlords and hold them to account. Find out ways you can get involved in holding us to account by visiting our tenancy scrutiny panel information.

What is measured?

There are 22 tenant satisfaction measures (TSMs), which are split into two categories:

• 10 performance measures that are collected through information about safety and performance
• 12 perception survey measures that will be collected through surveying tenants directly

The TSMs cover satisfaction with the housing service. You can view a copy of the full set of questions here: survey questionnaire 2024/2025

How we carry out surveys

In order to provide a transparent and independent review of satisfaction, we have commissioned HouseMark (housemark.co.uk) and Service Insights Ltd (serviceinsights.co.uk) who are working in partnership to survey our tenants for us. After a positive experience in year one, we are working with Housemark and Service Insights for a further three years.

Key facts about how we’re conducting our surveys:

• Service Insights securely handles all the data and selects 550 tenants to call randomly
• Although random, they will ensure the selection represents the demographic of our tenants. For example, if five percent of our tenants are in Bagworth, then we ask five percent of the tenants from Bagworth to complete the survey. Service Insights will include a tolerance of plus or minus two percent. We also look to balance responses by age and property type, as well as area
• To provide an inclusive response to the TSMs, we ask Service Insights to randomly select 50 tenants from our list where tenants cannot communicate with us via telephone. This group will be sent a postal survey to complete
• The surveys take on average, less than ten minutes to complete
• Surveys carried out by phone will call you with a Hinckley area code (01455). If you cannot answer the call, they will leave a voicemail message and call you back on a later date

Survey results

We will use the received feedback to get an understanding of where we might be able to improve our services. Each year, all responses collected are submitted to the Regulator of Social Housing, who will track the sector's performance. We will also publish the responses on our website and in our six-monthly tenant newsletter.

We have created a visual guide to our 2024/2025 TSM results which you can download by visiting our latest tenant satisfaction measure results

If you would like to see last year's results, download tenant satisfaction measures 2023/2024: summary of results

We received 554 responses from our tenants for the latest survey and the results are as follows:

Overall satisfaction:

• TP01: Proportion of respondents who report that they are satisfied with the overall service from Hinckley & Bosworth Borough Council    
• Result: 80.1%

Repairs service overall:

• TP02: Proportion of respondents who report that they are satisfied with the overall repairs service from Hinckley & Bosworth Borough Council over the last 12 months    
• Result: 77.5%

Speed of repairs:

• TP03: Proportion of respondents who report that they are satisfied with the time taken to complete their most recent repair after they reported it    
• Result: 76.3%

Home is well-maintained:

• TP04: Proportion of respondents who report that they are satisfied that Hinckley & Bosworth Borough Council provides a home that is well maintained    
• 79%

Home is safe: 

• TP05: Proportion of respondents who, when thinking about the condition of their property or the building they live in, report that they are satisfied that Hinckley & Bosworth Borough Council provides a home that is safe    
• Result: 89.4%

Listens to views and acts:

• TP06: Proportion of respondents who report that they are satisfied with Hinckley & Bosworth Borough Council listening to their views and acting upon them    
• Result: 74.1%

Keeps tenants informed:

• TP07: Proportion of respondents who report that they are satisfied with Hinckley & Bosworth Borough Council keeping them informed about things that matter to them    
• Result: 82.4%

Treats tenants fairly and with respect:

• TP08: Proportion of respondents who report that they agree with the statement: “Hinckley & Bosworth Borough Council treats me fairly and with respect"  
• Result: 85%

Complaint handling:

• TP09: Proportion of respondents who report that they are satisfied with Hinckley & Bosworth Borough Council’s approach to complaints handling    
• Result: 43%

Communal areas are clean and well-maintained:

• TP10: Proportion of respondents who report that they are satisfied Hinckley & Bosworth Borough Council keeps communal areas clean and well maintained    
• Result: 71.0%

Contribution to neighbourhood:

• TP11: Proportion of respondents who report that they are satisfied Hinckley & Bosworth Borough Council make a positive contribution to their neighbourhood    
• Result: 75.9%

ASB handling:

• TP12: Proportion of respondents who report that they are satisfied with Hinckley & Bosworth Borough Council’s approach to handling anti-social behaviour    
• Result: 74.9%

Providing feedback on your tenancy

Whether you are contacted to be a part of the Tenancy Satisfaction Measures survey, we are always keen to hear your views and listen to your feedback. You can easily give us this any time of year, regardless of whether we are conducting or have completed the annual survey.

Find out how you can get in touch by visiting housing feedback - feedback and issues

You can also learn more about tenant involvement and how you can help shape our services and hold us to account. Visit tenant involvement for more information.

Last updated: 21/07/2025 14:46