On this page
How are we doing?
We are committed to improving our housing services to make sure we are delivering what our tenants need and expect.
We monitor the performance of housing service by asking tenants to take part in our Tenant Satisfaction Measures (TSM) perception survey and measuring key performance indicators including how we keep our tenants’ homes safe. We also compare our performance against other similar organisations to assess our performance and gain insights.
Performance against the satisfaction measures and key performance indicators are updated on an annual basis.
What is Tenant Satisfaction Measures (TSM)?
The Tenant Satisfaction Measures (TSM) Standard requires all registered providers to conduct tenant perception surveys to generate and report TSMs annually as specified by the Regulator of Social Housing. TSMs are intended to make landlords’ performance more visible to tenants and help tenants hold their landlords accountable.
The TSM standards consist of 22 measures: 10 management information measures and 12 satisfaction measures. They cover five key themes: keeping properties in good repair, maintaining building safety, respectful and helpful engagement, responsible neighbourhood management, and effective handling of complaints, alongside an additional measure for overall satisfaction with landlord services. All information must be an accurate, reliable, valid to provide a transparent reflection of the performance.
TSM survey approach
TSM questionnaire
TSM results
Bassetlaw District Council only owns low-cost rental accommodation (LCRA) homes and the following are the relevant tenant satisfaction measures results.
Building Safety
Code | Description | 2023/24 | 2024/25 | 2025/26 | 2025/26 Target | 2025/26 All Landlord Median |
|---|---|---|---|---|---|---|
BS01 | Proportion of homes for which all required gas safety checks have been carried out. | 100% | 100% | 100% | 100% | 99.9% |
BS02 | Proportion of homes for which all required fire risk assessments have been carried out. | 100% | 100% | 100% | 100% | 100% |
BS03 | Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. | 100% | 100% | 100% | 100% | 100% |
BS04 | Proportion of homes for which all required legionella risk assessments have been carried out. | 100% | 100% | 100% | 100% | 100% |
BS05 | Proportion of homes for which all required communal passenger lift safety checks have been carried out. | 100% | 100% | 100% | 100% | 100% |
Anti-Social Behaviour
Code | Description | 2023/24 | 2024/25 | 2025/26 | 2025/26 Target | 2025/26 All Landlord Median |
|---|---|---|---|---|---|---|
NM01 (1) | Number of anti-social behaviour cases, opened per 1,000 homes. | 41.6 | 29.9 | 26.5 | N/A | 35.7 |
NM01 (2) | Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes. | 0 | 0.2 | 0.9 | N/A | 0.7 |
Decent Homes Standard and Repairs
Code | Description | 2023/24 | 2024/25 | 2025/26 | 2025/26 Target | 2025/26 All Landlord Median |
|---|---|---|---|---|---|---|
RP01 | Proportion of homes that do not meet the Decent Homes Standard. | 0% | 0% | 0% | 0% | 0.6% |
RP02 (1) | Proportion of non-emergency responsive repairs completed within the landlord’s target timescale.* | 99.1% | 99.3% | 98.3% | 99.0% | 85.3% |
RP02 (2) | Proportion of emergency responsive repairs completed within the landlord’s target timescale.** | 97.8% | 99.4% | 99.2% | 99.0% | 96.2% |
* Target timescale for non-emergency responsive repairs: 15 working days
** Target timescale for emergency responsive repairs: 24 hours
Complaints
Code | Description | 2023/24 | 2024/25 | 2025/26 | 2025/26 Target | 2025/26 All Landlord Median |
|---|---|---|---|---|---|---|
CH01 (1) | Number of stage one complaints received per 1,000 homes. | 21.4 | 36.2 | 36.0 | N/A | 56.8 |
CH01 (2) | Number of stage two complaints received per 1,000 homes. | 2.4 | 6.3 | 9.4 | N/A | 12.0 |
CH02 (1) | Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 86.4% | 99.2% | 100% | 100% | 93.8% |
CH02 (2) | Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 100% | 100% | 100% | 100% | 93.2% |
Tenant Perception Measures
Code | Description | 2023/24 | 2024/25 | 2025/26 | 2025/26 Target | 2025/26 All Landlord Median |
|---|---|---|---|---|---|---|
TP01 | Proportion of respondents who report that they are satisfied with the overall service from their landlord. | 84.9% | 76.8% | 74.3% | 75.0% | 74.2% |
TP02 | Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service. | 86.3% | 81.1% | 79.3% | 80.0% | 76.0% |
TP03 | 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. | 86.3% | 77.4% | 75.3% | 80.0% | 73.0% |
TP04 | Proportion of respondents who report that they are satisfied that their home is well maintained. | 86.8% | 77.5% | 76.4% | 75.0% | 74.3% |
TP05 | Proportion of respondents who report that they are satisfied that their home is safe. | 89.8% | 83.6% | 82.0% | 80.0% | 79.3% |
TP06 | Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. | 74.4% | 67.2% | 63.2% | 64.0% | 63.9 |
TP07 | Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. | 83.6% | 73.5% | 71.6% | 73.0% | 73.6% |
TP08 | Proportion of respondents who report that they agree their landlord treats them fairly and with respect. | 87.4% | 81.8% | 78.4% | 79.0% | 79.4% |
TP09 | Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling. | 46.6% | 46.8% | 40.3% | 40.0% | 37.4% |
TP10 | Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. | 77.1% | 70.6% | 69.6% | 70.0% | 69.5% |
TP11 | Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. | 79.5% | 69.6% | 65.7% | 70.0% | 66.7% |
TP12 | Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour. | 75.2% | 65.4% | 59.3% | 65.0% | 60.8% |
Key Performance Indicators
In addition to the TSM, we also measure and monitor trends in our performance against several key performance indicators.
Rent Income Management
Description | 2023/24 | 2024/25 | 2025/26 | 2025/26 Target |
|---|---|---|---|---|
Current Rent Arrears (£) | 305,486.45 | 343,942.74 | 370,723.74 | 350,000 |
Voids
Description | 2023/24 | 2024/25 | 2025/26 | 2025/26 Target |
|---|---|---|---|---|
Total number of Current Standard Voids | - | - | 118 | 100 |
Total number of All Current Voids | - | 254 | 388 | 200 |
Average time taken to relet Standard Voids (Days) | 215.41 | 227.79 | 135.72 | 60.00 |
Homelessness
Description | 2023/24 | 2024/25 | 2025/26 | 2025/26 Target |
|---|---|---|---|---|
Number of cases of homeless applications opened | 118 | 743 | 299 | N/A |
Number of homelessness prevention duties ended (where an applicant has no further threat of homelessness) | 86 | 45 | 158 | N/A |
Number of households living in temporary accommodation (at year end) | 21 | 22 | 14 | N/A |
Number of Rough Sleepers reported (at year end) | 3 | 1 | 7 | N/A |
Have your say on our performance
It is important to us that you could provide feedback on our performance and there are several ways that you can do this including:
By completing the online form
By email to customer.services@bassetlaw.gov.uk
By responding to service-specific surveys that we undertake
Last Updated on Thursday, November 12, 2026