TSMs are intended to allow tenants to scrutinise their landlord’s performance and give insights to landlords on where they might look to improve their services.
From March to May 2025, all tenants of Derbyshire Dales District Council owned properties were provided with the opportunity to participate in the Tenancy Satisfaction Measures (TSMs) survey questionnaire.
87% of respondents reported they were satisfied with the overall service of Derbyshire Dales DC as their landlord.
You will find below more information about how the TSMs were gathered and our key findings.
Information about the TSMs
There are 22 Tenant Satisfaction Measures (TSMs) that Registered Providers of Social Housing must complete.
For Registered Providers that own less than 1,000 properties (such as Derbyshire Dales District Council), TSM information must be reported every 2 years.
12 of the TSMs are measured by carrying out Tenancy Satisfaction surveys with tenants of our social housing. All the TSMs provided in the survey questionnaire followed the exact wording outlined in the technical requirements published by the Regulator of Social Housing. The survey includes information relating to overall tenant satisfaction with their landlord, satisfaction with repairs, property maintenance, safety, handling of complaints, and handling of anti-social behaviour. DDDC also included 3 additional voluntary TSMs within the survey that related to housing affordability, energy efficiency satisfaction and the opportunity for households to provide open ended comments on their experience with DDDC as their landlord. All of these comments have been noted and forwarded to NCHA to resolve any queries.
The questionnaire used by DDDC is Tenancy Satisfaction Measures Questionnaire [PDF].
10 of the TSMs are gathered by generating management information from landlord systems. In relation to Derbyshire Dales District Council owned stock, these figures have been produced by Nottingham Community Housing Association, as they manage DDDC’s stock on our behalf. The type of management information gathered relates to numbers of complaints, anti-social behaviour cases, repairs completed, and gas and safety checks.
DDDC also included 3 additional voluntary TSMs within the survey that related to housing affordability, energy efficiency satisfaction and the opportunity for households to provide open ended comments on their experience with DDDC as their landlord. All of these comments have been noted and forwarded to NCHA to resolve any queries.
Survey approach
At the time of the survey, DDDC owned 38 properties that were occupied. This included 36 tenants of low cost rented accommodation and 2 occupiers of affordable homeownership accommodation
All households were invited to participate initially via letter, and then with a follow up email, phone call or arranged visit if they did not respond to the letter.
23 households completed the survey questionnaire which provided a response rate of 58%. All households that responded were living in low cost rented accommodation.
Most surveys were completed by tenants themselves, with assistance in some cases from our Home-Options support team or the Ashbourne Refugee Community Support group.
The analysis of the survey findings has been conducted by DDDC.
Key findings
TSM questionnaire
The full findings of the TSM survey questionnaire can be seen below:
TP01) Respondents who report that they are satisfied with the overall service from their landlord = 87%
TP02) Respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service = 87%
TP03) Respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair = 93%
TP04) Respondents who report that they are satisfied that their home is well maintained = 87%
TP05) Respondents who report that they are satisfied that their home is safe = 91%
TP06) Respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them = 70%
TP07) Respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them = 90%
TP08) Respondents who report that they agree their landlord treats them fairly and with respect = 90%
TP09) Respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling = 67%
TP10) Respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained = 67%
TP11) Respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood = 73%
TP12) Respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour = 81%
EX 1) Respondents who report that they feel their property is affordable = 95%
EX 2) Respondents who are satisfied with the energy efficiency of their property = 78%
Thankyou to our tenants for filling in the Tenancy Satisfaction Measures questionnaire. It is incredibly helpful to understand tenants’ perceptions of our services and how we can look to improve.
Management Information
Alongside the satisfaction scores of our tenants, the detail below provides a series of management information measures which demonstrate how we’re performing in different areas.
Building Safety
BS01) Proportion of homes for which all required gas safety checks have been carried out = 100%
BS02) Proportion of homes for which all required fire risk assessments have been carried out = 100%
BS03) Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out = No required surveys or re-inspections
BS04) Proportion of homes for which all required legionella risk assessments have been carried out = No required risk assessments
BS05) Proportion of homes for which all required communal passenger lift safety checks have been carried out = No required safety checks
Anti-Social Behaviour
NM01) Number of anti-social behaviour cases, opened per 1,000 homes = 11.6
NM02) Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes = 0
Decent Homes Standard and Repairs
RP01) Proportion of homes that do not meet the Decent Homes Standard = 0
RP02) Proportion of non-emergency responsive repairs completed within the landlord’s target timescale = 75.5%
RP03) Proportion of emergency responsive repairs completed within the landlord’s target timescale = 77.8%
Complaints
CH01) Number of stage one complaints received per 1,000 homes = 23.3
CH02) Number of stage two complaints received per 1,000 homes = 0
CH03) Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales = 100%
CH04) Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales = No stage 2 complaints
