TSMs for homeowners 2023-2024

At Alliance we're dedicated to providing quality homes and services. We place great importance on understanding the experiences and satisfaction levels of homeowners. The Tenant Satisfaction Measures (TSMs) are a crucial part of this process, helping us to ensure that we meet customer needs and expectations effectively.

Below we've shown the results of the measures between April 2023 and March 2024 for Low Cost Home Ownership (LCHO) for Alliance, this means people who have bought homes through the Shared Ownership process. The right column shows more detail about the results as well as information about our methods. 

Overall customer satisfaction

Maintaining building safety

• Satisfaction that homes are safe

  

• Homes with up to date gas certificates

  

• Homes with up to date fire risk assessment certificates

  

• Homes with up to date asbestos inspections

  

• Homes with up to date water safety assessments

  

• Homes with up to date lift safety checks

  

Effective handling of complaints

• Satisfaction with our approach to handling complaints

  

• Number of stage 1 complaints relative to our size

  

• Number of stage 2 complaints relative to our size

  

• Stage 1 complaints responded to within Complaint Handling Code timescales

  

• Stage 2 complaints responded to within Complaints Handling Code timescales

  

Respectful and helpful engagement

• Satisfaction that we listen to customers views and act upon them

  

• Satisfaction that we keep customers informed about things that matter to them

  

• Agreement that we treat customers fairly and with respect

  

Responsible neighbourhood management

• Satisfaction that communal areas are clean and well maintained

  

• Satisfaction that we make a positive contribution the neighbourhood

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• Satisfaction with our approach to anti social-behaviour

  

• Number of anti-social behaviour cases relative to our size

  

• Number of anti-social behaviour cases involving hate crime relative to our size