Tenant Satisfaction Measure resident survey results
These results, for April 2023 - March 2024, measure how tenants feel about the homes and services we provide. To find out what we are doing to increase satisfaction, please select the i button. Updated sector benchmarks were provided by Housemark in June 2024.
Sector benchmark: 69.4%
69.6%
I'm satisfied with Eastlight overall
Last Updated: 25 June 2024
Resident satisfaction with Eastlight has fallen in recent years, and we are currently failing to meet the expectations of too many residents.
We have launched our new corporate strategy, which outlines how we plan to develop our services so that they meet your needs and expectations.
Sector benchmark: 70.4%
72.1%
I'm satisfied with repairs
Last Updated: 25 June 2024
We have introduced a range of improvements to your repairs service which have reduced waiting times by two weeks.
Listening to your feedback, we have introduced patch-based working, which should further reduce waits, and will shortly launch our Repairs Pledge to you.
Sector average: 66.4%
66.1%
I'm satisfied with the time taken to complete my repair
Last Updated: 25 June 2024
We have introduced a range of improvements to your repairs service which have reduced waiting times by two weeks.
Listening to your feedback, we have introduced patch-based working, which should further reduce waits, and will shortly launch our Repairs Pledge to you.
Sector benchmark: 69.4%
71.6%
My home is well maintained
Last Updated: 25 June 2024
Sector benchmark: 76.1%
80.0%
I'm satisfied my home is safe
Last Updated: 25 June 2024
Sector benchmark 58.9%
60.9%
Eastlight listens to my views and acts on them
Last Updated: 25 June 2024
If you would like to work with Eastlight's teams to shape the services that matter to you, then join our Active Residents' Network!
Volunteers get regular invites to share their expertise and passion in a variety of ways to help shape Eastlight for the better.
Sector average: 69.5%
70.4%
Eastlight keeps me informed about things that matter to me
Last Updated: 25 June 2024
For more information about Eastlight's activities and services, please read the Shine resident magazine.
You can also join the 2,500 people who follow Eastlight's Facebook page, which is regularly updated.
Sector benchmark: 76.3%
77.7%
Eastlight treats me fairly and with respect
Last Updated: 25 June 2024
We are completing Customer Service training for all Eastlight staff to ensure we treat you fairly and respectfully.
We are also inviting disabled residents to share their experiences of Eastlight, so we can provide accessible services you want and need.
Sector benchmark: 33.8%
35.1%
I'm satisfied with Eastlight's approach to handling complaints
Last Updated: 25 June 2024
You have told us that we are often too slow to respond to your complaints and that sometimes, you are not happy with the response when it arrives.
We have created a Customer Experience Team of specialists who will be your point of contact when you make a complaint.
They will work with you and colleagues at Eastlight to fully understand your issues and find the best solution.
Sector benchmark: 65.5%
58.9%
I'm satisfied Eastlight keeps communal areas clean and well-maintained
Last Updated: 25 June 2024
Our teams and contractors are here to keep your estates safe, clean and tidy.
Please contact us if you have any concerns about communal areas and public spaces we manage.
Visit our estates page to find out more
Sector benchmark: 62.5%
58.9%
Eastlight makes a positive contribution to my neighbourhood
Last Updated: 25 June 2024
Our teams and contractors are here to keep your estates safe, clean and tidy.
Please contact us if you have any concerns about communal areas and public spaces we manage.
Visit our estates page to find out more
Sector benchmark: 57.0%
54.6%
I'm satisfied with Eastlight's approach to handling anti-social behaviour
Last Updated: 25 June 2024
We recognise the impact that anti-social behaviour (ASB) can have on the lives of our residents and the importance of tackling it effectively.
If you're having issues with ASB, please report it to us using the link below.
Are you happy with Eastlight? Does our repairs service meet your needs? Do you feel safe at home? Do we listen to you?
Every month, these questions and more are posed to residents on our behalf by an organisation called TLF Research. The results, which are called Tenant Satisfaction Measures (TSMs), show where you are happy with the homes and services we provide - and where we need to make improvements.
All housing associations like Eastlight must report these to the Regulator of Social Housing, which in April 2024 received more powers to ensure landlords meet the needs of their residents.
You know better than anyone what you need to be safe and happy in your home, and these surveys are one opportunity to tell us whether we are meeting your expectations.
We will use your feedback to identify where we need to make improvements and introduce them.
Every month, an organisation called TLF Research will contact a sample of Eastlight residents to ask them to complete a survey about our services.
It will include a variety of questions ranging from the type of services you receive to the way we communicate with you.
You may be contacted either by phone - with a phone number beginning in 01484 - or by email to take part, and it shouldn’t take you more than 10 minutes to complete.
All residents who are contacted can complete the survey anonymously if they wish, and you do not have to take part if you do not want to.
Other TSMs, such as how often we complete repairs on time and whether your homes meet the Decent Homes standard, are collected by us.
Every three months, an organisation called TLF Research contacted a sample of Eastlight residents to ask them to complete a survey about our services.
It included a variety of questions ranging from the type of services you receive to the way we communicate with you. You can see our questionnaire from 2023/24 by clicking this link.
In 2023/24, we surveyed 1,384 Eastlight residents. We spoke to a representative sample to ensure the views of tenants, leaseholders and shareholders living in towns and villages across our operational area were appropriately represented.
The results published on this page are of the 1,062 tenants surveyed.
Most surveys were completed over the phone. We also used web surveys and sent Postal Surveys to residents if we had no other contact details for them.
We have partnered with TLF Research to collect Tenant Satisfaction Measure (TSM) survey results on our behalf.
TLF Research are members of the Market Research Society and are fully compliant with Data Protection Laws.
Some resident contact information has been shared with TLF Research only for the use of this survey to invite residents to take part.
TLF Research does not share any data with any other organisations.
Tenant Satisfaction Measure management indicator results
These Tenant Satisfaction Measures are collected using information held by Eastlight. Comparative figures are not yet available, but will be published when they are.
Sector benchmark: 39.7
69.3
Stage One complaints per 1,000 homes
Last Updated: 25 June 2024
Sector benchmark: 5.3
5.3
Stage Two complaints per 1,000 homes
Last Updated: 25 June 2024
Sector benchmark: 83.3%
78.0%
Stage One complaints responded to within complaint handling code timescales
Last Updated: 25 June 2024
Sector benchmark: 83.3%
71.9%
Stage Two complaints responded to within complaint handling code timescales
Last Updated: 25 June 2024
Sector benchmark: 0.31%
0.04%
Homes not meeting Decent Homes Standard
Last Updated: 25 June 2024
Sector benchmark: 81.5%
65.8%
Non-emergency repairs completed within target timescale
Last Updated: 25 June 2024
Sector benchmark: 94.8%
88.9%
Emergency repairs completed within target timescale
Last Updated: 25 June 2024
Sector benchmark: 99.97%
99.73%
Gas safety checks completed
Last Updated: 25 June 2024
Sector benchmark: 100%
100%
Asbestos checks completed
Last Updated: 25 June 2024
Sector benchmark: 100%
99.8%
Fire safety checks completed
Last Updated: 25 June 2024
Sector benchmark: 100%
96.7%
Lift safety checks completed
Last Updated: 25 June 2024
Sector benchmark: 100%
100%
Water safety checks completed
Last Updated: 25 June 2024
Sector benchmark: 38.6
46.2
Anti-social behaviour cases per 1,000 homes
Last Updated: 25 June 2024
Sector benchmark: 0.7 cases per 1,000 homes
0.5
Hate incidents per 1,000 homes
Last Updated: 25 June 2024
