Sage Homes RP Limited: Tenant Satisfaction Measures
Learn more about TSMs and our survey methodology >
Please see below our performance against the Tenant Satisfaction Measures for 2024 to 2025.
Tenant perception survey results
| Rental | Shared Ownership | ||
|---|---|---|---|
 | Proportion of respondents who report that they are satisfied with the overall service from their landlord | 86% | 59% |
 | Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service | 82% | 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 | 72% | N/A |
 | Proportion of respondents who report that they are satisfied that their home is well maintained | 90% | N/A |
 | Proportion of respondents who report that they are satisfied that their home is safe | 93% | 78% |
 | Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them | 79% | 44% |
 | Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them | 86% | 66% |
 | Proportion of respondents who report that they agree their landlord treats them fairly and with respect | 92% | 68% |
 | Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling | 47% | 17% |
 | Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained | 76% | 43% |
 | Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood | 86% | 57% |
 | Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour | 76% | 40% |
Landlord management information
| Rental | Shared ownership | ||
|---|---|---|---|
 | Number of Stage One complaints received per 1,000 homes | 21.5 | 27.7 |
| Number of Stage Two complaints received per 1,000 homes | 3.2 | 6.7 |
| Proportion of Stage One complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales | 83% | 78% |
| Proportion of Stage Two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales | 92% | 80% |
| Proportion of homes that meet the Decent Homes Standard | 100% | N/A |
| Proportion of non-emergency responsive repairs completed within 20 working days | 76% | N/A |
| Proportion of emergency responsive repairs completed within 24 hours | 93% | N/A |
Antisocial behaviour (ASB)
| Combined (rental and shared ownership) | ||
| Numberof antisocial behaviour cases, opened per 1,000 homes | 94.1 |
| Numberof antisocial behaviour cases that involve hate incidents opened per 1,000 homes | 0.9 |
Building safety
| Combined (rental and shared ownership) For all homes, including those where another managing agent isresponsible for safety checks** | ||
|---|---|---|
 | Proportion of homes for which all required gas safety checks have been carried out | 99.5% |
 | Proportion of homes for which all required fire risk assessments have been carried out | 98.2% |
 | Proportion of homes for which all required legionella risk assessments have been carried out | 81.8% |
 | Proportion of homes for which all required communal passenger lift safety checks have been carried out | 96.6% |
 | Proportion of homes for which all required asbestos management surveys or inspections have been carried out.* | N/A |
* None of our properties have asbestos
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, collected via surveys.
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.