SHOUT TMO — Tenant Satisfaction Measures (TSM) 2024/25

Reporting period: 20 November 2024 – 28 January 2025
Population (tenancies): 100
Responses: 22 (response rate 22%)
Method: Mixed-mode census (Face-to-face, Postal, SMS, Online). No incentives; no external contractors; no weighting applied.

Executive Summary

• Overall satisfaction with SHOUT TMO: 8% (18/22 satisfied).
• Repairs (overall) — among those who had a repair: 9% (13/14 satisfied).
• Repairs (time taken) — among those who had a repair: 9% (13/14 satisfied).
• Home is well maintained: 8% (18/22 satisfied).
• Home is safe: 3% (17/22 satisfied).
• Listens and acts: 8% (18/22 satisfied).
• Keeps residents informed: 7% (16/22 satisfied).
• Treats residents fairly & with respect (agree/strongly agree): 100% (22/22 agree).
• Complaints handling — among those who complained: 0% (3/6 satisfied).
• Communal areas (where applicable): 0% (6/10 satisfied).
• Positive contribution to neighbourhood: 3% (17/22 satisfied).
• ASB handling — among those who reported ASB: 0% (1/2 satisfied).

Key strengths: exceptional satisfaction with the repairs service (both overall and timeliness) and universal agreement that residents are treated fairly and with respect.
Key improvement priorities: communication (“kept informed”), complaints handling, and consistency of standards in communal areas.

About the Survey

• Survey window: 20/11/2024 to 28/01/2025.
• Approach: Census of all tenant households.
• Collection methods used: Face-to-face (12), Postal (8), SMS text (1), Online (1), Telephone (0).
• Incentives:
• External contractors: None used.
• Weighting: None applied.
• Representativeness: With a 22% response rate and mixed-mode collection, results provide a reasonable snapshot of tenant sentiment. Given the small absolute base in some areas (e.g., ASB and complaints), results should be interpreted with care.

Headline TSM Results (Tenant Perception Measures)

Bases: ‘Satisfied’ combines Very and Fairly satisfied. ‘Agree’ combines Strongly agree and Agree. Measures based on conditional bases (repairs, complaints, ASB, communal areas) are calculated only among relevant respondents.

SHOUT TMO is proud to share the results of its 2024/25 Tenant Satisfaction Survey. The results show that the vast majority of residents are happy with the services provided, with many measures performing strongly compared to other high-performing TMOs in the UK.

• Overall satisfaction: More than 4 out of 5 residents (81.8%) are satisfied with SHOUT TMO as their landlord.

• Repairs service: A real strength – 93% of residents who had a repair were satisfied both with the quality and with the time taken.

• Fairness and respect: An outstanding result – 100% of residents agreed they are treated fairly and with respect.

• Safety and maintenance: Over 77% feel their home is safe and 82% say their home is well maintained.

• Listening and acting: 82% feel their views are listened to and acted upon.

• Communication: While 73% feel well informed, SHOUT TMO recognises this as an opportunity to strengthen engagement further.

Areas such as complaints handling, anti-social behaviour (ASB) management, and communal area standards showed mixed results. However, these were based on very small numbers of respondents, and SHOUT TMO is already planning improvements.

Key Strengths

✅ Repairs Excellence – One of the strongest areas, matching or exceeding sector leaders.
✅ Fairness and Respect – Every single respondent confirmed SHOUT TMO treats residents with dignity.
✅ Strong Resident Relationships – Consistently high satisfaction with listening, safety, and home maintenance.

Opportunities for Improvement

🔹 Communication: More regular and proactive updates will ensure every resident feels fully informed.
🔹 Complaints Handling: SHOUT TMO will simplify processes and provide clearer updates on complaint progress and outcomes.
🔹 Communal Areas: Standards will be reviewed to ensure greater consistency across all blocks.

Next Steps & Commitments

• “You Said, We Did” updates will be shared quarterly to demonstrate how resident feedback leads to action.

• Complaints improvements including clearer service standards, outcome letters, and follow-up feedback checks.

• Repairs notifications will be enhanced with reminders and completion updates.

• Communal area spot-checks and published service schedules will be introduced.

• Better representation: SHOUT TMO will aim for a higher response rate next year (40%+) so that all voices are heard.

Overall Interpretation

The survey results reflect a positive and encouraging picture of SHOUT TMO’s performance, with residents showing high confidence in core services—especially repairs and fairness. The few areas for improvement are already being addressed, with clear action plans in place. Compared to other small community landlords and TMOs across the UK, SHOUT TMO is performing at or above benchmark levels in many key areas.

Technical Notes (How results were calculated)

• Percentages reflect the share of respondents selecting “Very satisfied” or “Fairly satisfied” (or “Strongly agree/Agree” for the respect measure) divided by the relevant valid base.
• Conditional measures use only respondents in scope (e.g., repairs results based on those who had a repair in the last 12 months).
• Rounding to one decimal place; counts are provided for transparency.
• No imputation or weighting was applied.

Prepared by SHOUT TMO — Tenant Satisfaction Survey 2024/25 (TSM)