The Regulator of Social Housing has introduced a set of Tenant Satisfaction Measures (TSMs) as part of the Social Housing Regulatory Act 2023.
The TSMs track how well social landlords are doing in providing quality homes and services. As a social housing provider, we must report our results every year, covering the period from 1 April to 31 March starting from 2023 to 24.
The measures focus on five key themes. These are:
- housing repair
- building safety
- engagement
- complaints
- neighbourhood management
There are 22 performance measures that we must report on. These are made up of:
- 12 tenant perception measures that show tenant satisfaction with the services we provide
- 10 management information measures that use our internal performance data
The measures help us understand our performance and where we need to improve.
Tenant perception measures
| Measure | Camden | Housemark London median | Housemark London average |
|---|---|---|---|
| TP01: Overall satisfaction | 67.7% | 59% | 58.5% |
| TP02: Satisfaction with repairs | 65.8% | 63.3% | 62% |
| TP03: Satisfaction with the time taken to complete a repair |
58% | 60% | 58.2% |
| TP04: Satisfaction that the home is well maintained |
60.9% | 60.9% | 59.5% |
| TP05: Satisfaction that the home is safe | 71.2% | 66.5% | 66.8% |
| TP06: Satisfaction that the landlord listens to views and acts on them |
51.2% | 51.3% | 49.3% |
| TP07: Satisfaction that the landlord keeps them informed about things that matter to them |
66% | 66% | 65.5% |
| TP08: Agreement that the landlord treats tenants fairly and with respect |
73.7% | 69% | 67.6% |
| TP09: Satisfaction with the landlord’s approach to handling complaints |
35.6% | 25.6% | 24.8% |
| TP10: Satisfaction that the landlord keeps communal areas clean and well maintained |
71.8% | 61.5% | 62.2% |
| TP11: Satisfaction that the landlord makes a positive contribution to neighbourhoods |
68.6% | 62% | 61.2% |
| TP12: Satisfaction with the landlord’s approach to handling anti-social behaviour |
46.3% | 57.7% | 54.6% |
Survey approach and questions
- View appendix 1: survey approach
- View appendix 2: survey questions
- View appendix 3: social housing stock definitions
Management information measures
| Measure | Camden | Housemark London Median* | Housemark London Average* | |
|---|---|---|---|---|
| Number of stage 1 complaints received per 1,000 homes | 67.4 | 73.5 | 82.7 |
Camden’s figure is slightly below the average reported by Housemark. Camden actively promotes the complaints process and encourages residents to complain if they are unhappy with the service received.
| Measure | Camden | Housemark London Median* | Housemark London Average* | |
|---|---|---|---|---|
| Number of stage 2 complaints received per 1,000 homes | 16.5 | 14.6 | 17.3 |
Camden’s figure is below the London average as reported by Housemark but above the median figure. Most escalations to stage 2 are due to a failure to carry out the actions offered at stage 1, such as repairs or enforcement action on noise issues
| Measure | Camden | Housemark London Median* | Housemark London Average* | |
|---|---|---|---|---|
| Stage 1 complaints responded to within 10 working days | 48.5% | 73.9% | 71.8% |
Increases in case volumes, along with staff changes from July 2023 onwards resulted in response targets not being met. Resources were moved from other areas to provide support, and this resulted in a better response rate in late 2023/early 2024.
| Measure | Camden | Housemark London Median* | Housemark London Average* | |
|---|---|---|---|---|
| Stage 2 complaints responded to within 20 working days | 65.7% | 67.2% | 61% |
As with stage 1 complaints, changes in the volume of complaints and the need to secure sufficiently experienced staff meant that performance was variable during the year. We have retained our focus on having sufficient resources and are looking to secure consistent performance levels.
| Measure | Camden | Housemark London Median* | Housemark London Average* | |
|---|---|---|---|---|
| ASB cases per 1,000 homes | 159.4 | 32.1 | 47.1 |
This is a new measure and Camden has reported a higher number of ASB cases in comparison to other housing providers. Following benchmarking with neighbouring boroughs, it was identified this is mostly due to the types of cases being counted. We will look at this further and review with the Regulator to make sure we are being consistent. It might be for example that cases of non-statutory noise nuisance, or minor neighbour disputes, will not be included under this measure in future.
Tackling ASB is a high priority for Camden. In response to feedback from tenants, we will launch a new Anti-Social Behaviour Policy in August 2024, including its role as a landlord and as a local authority. The new Policy takes a resident-centred approach to ASB, using risk assessments, ASB action plans, and a strong focus on prevention, early intervention and support. The Policy has had input from the Housing and Property Residents Panel.
| Measure | Camden | Housemark London Median* | Housemark London Average* | |
|---|---|---|---|---|
| ASB cases per 1,000 homes | 0.5 | 0.5 | 0.7 |
Hate-related incidents in Camden are very infrequent, and when they do occur, they typically involve verbal harassment and shouting with racial content. Camden’s ASB policies and taskforce will include specific measures for addressing hate-related incidents.
There are longer term aims using evidence based systems to strengthen a more holistic approach. This will build on existing initiatives and services, for example, looking at physical measures to help prevent crime, estate action days, youth initiatives and spaces.
| Measure | Camden | Housemark London Median* | Housemark London Average* | |
|---|---|---|---|---|
| Percentage of homes | 9.1 | 9.1 | 12.1 |
The percentage of homes that do not meet the Decent Homes Standard figure is below the London average of 12.1% and the same as the London median. We are developing a programme of works to address the decent homes failures that remain within the stock. The need to proactively maintain homes and make sure they meet the decent homes standard is a major focus of the asset management strategy which is currently being developed.
| Measure | Camden | Housemark London Median* | Housemark London Average* | |
|---|---|---|---|---|
| Percentage of non-emergency repairs completed within target timescale | 77.7 | 77.5 | 76.9 |
Performance on this indicator is affected by 2 main factors. The first is the need to meet demands from finite resources, and to make sure the resources we have are focused on priorities such as disrepair, damp and mould, and fire safety works. The Council is also optimising the use of in house resources and reducing use of supply chain partners, this has been very successful in areas such as drainage.
The second is the need for better IT system integration across M&E contractors (e.g. heating, electrics and lifts). This will make sure completed works are updated in real time on our data systems.
| Measure | Camden | Housemark London Median* | Housemark London Average* | |
|---|---|---|---|---|
| Percentage of emergency repairs completed within target timescale | 84.6 | 90.6 | 86.9 |
Performance by our in-house repairs team was higher at 92%. For M&E contractors, improved IT integration will help to make sure order completion is captured in real time.
To improve performance, we are targeting additional plumbing and jetting resources to improve response times. We are also focussed on better housekeeping of data to remove duplicate orders on communal repairs. Also, we found some repairs being incorrectly raised as emergencies – this being addressed in 2024/25 through a new IT system.
| Measure | Camden | Housemark London Median* | Housemark London Average* | |
|---|---|---|---|---|
| Percentage of homes for which all required gas safety checks have been carried out | 99 | 99.8 | 99.6 |
This measure covers annual checks to over 13,600 individual gas boilers and 157 communal gas boilers, which supply over 9,000 homes.
At the end of year, compliance on communal gas systems was 100%.
There is a robust process in place to deliver gas checks to domestic boilers, and almost all homes have checks in place. However, in a small number of cases there are challenges in securing access, and ultimately some become legal cases. Obtaining access via legal order is a slow process and usually results in a property being recorded as non-compliant due to no access.
Via the Resident Safety Charter, the Council will communicate the importance of these checks.
| Measure | Camden | Housemark London Median* | Housemark London Average* | |
|---|---|---|---|---|
| Percentage of homes for which all required fire risk assessments have been carried out | 99.6 | 99.9 | 98.2 |
This covers Fire Risk Assessments (FRA) to all blocks with communal areas. The frequency is between 1 and 3 years depending on the risk level of the building. At year end compliance for high rise buildings was 100%.
The gap in compliance at year-end relates to a small number of blocks where Camden is not the freeholder. We are working with these freeholders to obtain evidence that the FRAs have been completed.
| Measure | Camden | Housemark London Median* | Housemark London Average* | |
|---|---|---|---|---|
| Percentage of homes where required asbestos management surveys or re-inspections have been carried out | 96.4 | 100 | 94.4 |
This measure covers checks to ensure the Council is managing asbestos risks in line with the relevant regulations.
The homes where there is some non-compliance are:
- street properties which have communal areas and do not currently have a universal key fitted to the communal door, where the Council is making ongoing efforts to secure access
- homes where Camden is not the freeholder and has not yet obtained the necessary evidence from the responsible freeholder
Staff in the Council continue to work to make the necessary arrangements to ensure these surveys are completed.
| Measure | Camden | Housemark London Median* | Housemark London Average* | |
|---|---|---|---|---|
| Percentage of homes for which all required legionella risk assessments have been carried out | 95.8 | 99.5 | 95.4 |
This measure covers water risk assessments (WRA) to both domestic and communal systems. Many homes will require both WRAs, and both must be compliant for the home to be compliant under the TSM.
Securing access to street properties emerges again as a key challenge. Within sub-divided street properties, the communal system is often located within one of the flats, and this prevents additional challenges in completing surveys.
The Council is focused on securing access to all homes with an outstanding WRA.
| Measure | Camden | Housemark London Median* | Housemark London Average* | |
|---|---|---|---|---|
| Percentage of homes for which all required communal passenger lift safety checks have been carried out | 75.7 | 98.3 | 88.1 |
There were 562 lifts in the council's blocks at year-end, which serve about 10,000 social homes. In many cases, a home is served by 2 lifts, and both must be compliant for the home to be compliant.
The lift checks, called LOLER, are carried out separately from monthly servicing and are carried out by a company appointed under the building insurance policy with Zurich.
At year end lift servicing was up-to-date for 99.6% of lifts. The Council’s appointed lift contractor, Apex, carries out this work.
85% of lifts had the LOLER safety check completed, and this translates to 75% of homes. The inspection company will not enter any lift areas where there are potential hazards, and in some cases, the lift was out of service for repairs when the inspection took place. The lift services manager has established a new reporting process to manage and resolve these ‘no access’ issues faster.
TSM social housing stock definitions
View appendix 3: social housing stock definitions
Data reported to the Regulator of Social Housing
You can view Camden's data reported to the Regulator of Social Housing on the Open Data site.