Tenant Satisfaction Measures

The target timescales used to generate TSM RP02 (Repairs completed within target timescale) non-emergency repairs

Priority 2	5 working days
Priority GA	5 working days (gas non-emergency with appointment agreed outside of target time)
Priority G2	5 working days (partial loss of heating)
Priority 3	21 working days
Priority D26	26 calendar days (damp and mould)

The target timescales used to generate TSM RP02 (Repairs completed within target timescale) emergency repairs

Priority 1	24 hours
Priority GE	24 hours (gas emergency - risk to life)
Priority GV	24 hours (gas - vulnerable tenant)
Priority G1	24 hours (gas - no heat / no hot water)

You can also find more information about the TSMs here.
 

Our Approach - TSM Tenant Perception Surveys

The Tenant Satisfaction Measures for Magenta Living were delivered independently by an expert market research company, to the Market Research Society Code of Conduct, and meet the requirements in the Regulator of Social Housing's Tenant Satisfaction Measures Standard and survey requirements. Magenta Living provided details of our full list of customers at the point at which the surveys were completed in September and October 2024. A sample of these customers were then surveyed. Results are calculated to the required 95% +/- 3% confidence level.

Population size 12545                Confidence Level 95%               Margin of error +/- 3%

Ideal sample size 980                 Surveys completed 1044

The survey was delivered by MARU/Matchbox. A copy of the survey is also provided that shows that the questions are in the order and style required. Magenta Living took the opportunity to ask additional questions to help us to develop a greater understanding of our customer base. 

Magenta Living have over 12,000 Low Cost Rental Accommodation dwellings and fewer than 100 Low Cost Home Ownership dwellings and therefore completed the perception surveys for the Low Cost Rental Accommodation. A total of 1044 perception surveys were conducted of our LCRA customers with a mix of email/internet self-completion and phone interview (78/22) to encourage responses from a broad range of customers and to ensure that they were representative of our tenant population. Table 1 shows the percentage of Magenta Living's customers closely matches the percentage of respondents across a range of characteristics. Weighting was applied to the age groups to reflect the overall customer age profile.

An incentive of a prize draw for the completion of the perception survey with a first prize of £250 vouchers and 3 prizes of £50 vouchers.

Table 1: Magenta Living Survey Customer Analysis
	Relevant tenant population (dwelling units / % of total)	Total Survey Responses / % of total
Population Size	12052
Check: Survey Method
Telephone	227	21.7%
Internet	817	78.3%
Check: Housing Type
Housing for Older People/ Supported	14%	14%
General Needs	86%	86%
Check: Age (results weighted by age bandings)
18-24	3%	3%
25-34	13%	12%
35-44	18%	19%
45-54	18%	17%
55-64	21%	22%
65+	27%	29%
Check: Tenancy Length
0-2 Years	19%	25%
3-5 Years	16%	17%
6-10 Years	23%	21%
11-20 Years	21%	19%
21+ Years	21%	19%

The Regulator of Social Housing has set specific questions that are asked as part of the survey with the questions in order and the style that is required. Magenta Living took the opportunity to ask additional questions to help us to develop a greater understanding of our customer base.  A copy of the TSM survey questions can be found here.