Sage Housing Limited: Tenant Satisfaction Measures

The Regulator of Social Housing introduced a set of Tenant Satisfaction Measures (TSMs) in April 2023. They’re designed to shine a light on landlord performance and empower customers.

Learn more about TSMs and our surveys

Tenant perception survey results

	Rental	Shared Ownership
Proportion of respondents who report that they are satisfied with the overall service from their landlord	86.8%	57.9%
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service	75.2%	N/A
Proportion of 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	61.9%	N/A
Proportion of respondents who report that they are satisfied that their home is well maintained	90.9%	N/A
Proportion of respondents who report that they are satisfied that their home is safe	91.9%	84.5%
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them	81.2%	41.4%
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them	88.3%	62.7%
Proportion of respondents who report that they agree their landlord treats them fairly and with respect	97.3%	68.3%
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling	43.2%	15.3%
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained	73.5%	48.8%
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood	88.9%	52.3%
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour	74.6%	37.8%

Landlord management information

	Rental	Shared Ownership
Number of stage one complaints received per 1,000 homes	N/A	33.0
Number of stage two complaints received per 1,000 homes	N/A	15.0
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales	N/A	54.8%
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales	N/A	73.6%
Number of anti-social behaviour cases, opened per 1,000 homes	N/A	35.5
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes	N/A	0.0
Proportion of homes that meet the Decent Homes Standard	N/A	N/A
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale	N/A	N/A
Proportion of emergency responsive repairs completed within the landlord’s target timescale	N/A	N/A

Building safety

	Rental		Shared Ownership
	For homes where Sage Homes is responsible for safety checks	For all homes, including those where another managing agent is responsible for safety checks**	For homes where Sage Homes is responsible for safety checks	For all homes, including those where another managing agent is responsible for safety checks**
Proportion of homes for which all required gas safety checks have been carried out	N/A	N/A	100.0%	100.0% (74.0%)
Proportion of homes for which all required fire risk assessments have been carried out	N/A	N/A	100.0%	95.2% (92.1%)
Proportion of homes for which all required legionella risk assessments have been carried out	N/A	N/A	100.0%	84.6%
Proportion of homes for which all required communal passenger lift safety checks have been carried out	N/A	N/A	100.0%	99.0% (83.91)
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.*	N/A	N/A	N/A	N/A

* None of our properties have asbestos

** Where two figures are quoted, the figures in brackets was reported when we made our TSM submission to the regulator in July 2024. Since the reporting period, further retrospective investigation has shown improved results for some areas where managing agents are responsible for safety checks. The revised figures are the top numbers quoted in each instance.

TSMs and our survey methodology

In April 2023, the Regulator of Social Housing introduced Tenant Satisfaction Measures (TSMs). These enable tenants to scrutinise their landlord’s performance, give landlords insight about where they can do better, and allow the Regulator to see which landlords may need to make improvements

We need to report our performance against a total of twenty two TSMs:

Perception measures
Twelve TSMs measure customer feedback about our services. This is collected via surveys:

Learn about our methodology when carrying out surveys (pdf)

During October 2024 we commissioned independent market research company, Acuity, to carry out 1,411 interviews amongst a representative group of our customers to gather feedback about their perception of Sage Homes including performance against the twelve TSMs.

Management information
Ten TSMs measure our performance across operations and service management. These include: legal compliance (such as essential health and safety checks in homes); the number of customer complaints; the number of repairs; and the number of antisocial behaviour cases.