In April 2023 the Regulator of Social Housing introduced a new set of tenant satisfaction measures (TSMs) to assess the performance of housing organisations like Epsom and Ewell Housing Association. These measures require smaller social landlords to carry out a satisfaction survey at least once every two years and publish the results.
| What we asked residents about | Percentage of Satisfied Responses from Residents |
|---|---|
| Overall satisfaction with the service provided | 95% |
| Satisfied with the Repairs Service | 94% |
| Satisfied with time taken to complete a repair | 94% |
| Satisfied your home is well maintained | 95% |
| Satisfied your home is safe | 92% |
| Satisfied we listen to your views and act on them | 87% |
| Satisfied we keep you informed about things that matter to you | 88% |
| Agreement you are treated fairly and with respect | 95% |
| Satisfied with our approach to complaint handling | 75% |
| Satisfied we keep communal areas clean and well maintained | 90% |
| Satisfied we make a positive contribution to the neighbourhood | 82% |
| Satisfied with our handling of anti-social behaviour | 73% |
The table below shows performance for the 11 indicators monitored by EEHA through our internal management systems.
| Number of complaints received relative to the size of the landlord | 11 |
| Percentage of complaints responded to within the Complaints Handling Code timescales | 100% |
| Number of anti-social behaviour cases relative to the size of the landlord | 11 |
| Percentage of homes that do not meet the Decent Homes Standard | 0% |
| Emergency repairs completed within target timescales | 100% |
| Non-emergency repairs completed within target timescales | 95% |
| Gas safety checks completed | 100% |
| Fire safety checks completed | 100% |
| Asbestos safety checks completed | 100% |
| Water safety checks completed | 100% |
| Lift safety checks completed | 100% |