Meeting the standard
Advance delivers services that impact on people's lives.
We want to be transparent about how well we are doing in delivering those services and what our customers think about them.
On these pages you will find the most up to date information about our performance.
We also publish an Annual Report, including an update on progress against our Strategic Plan, an Impact report, and our Annual Accounts, here.
Meeting the standard in Housing: The Tenant Satisfaction Measures
The Regulator of Social housing has introduced a new system for checking how well landlords are doing at delivering services. This is called the Consumer Standards.
As part of this, we have to measure and report performance against a set of 22 Tenant Satisfaction Measures (TSMs).
We use this process to help us understand what is working well and where we need to improve.
Housing customers can use these measures to monitor how we are performing year to year, and to check how we compare to other providers.
The person responsible for making sure we comply with the Consumer Standards at Advance is Lucy Sivasundram, Executive Director of Housing.
Reports against the Tenant Satisfaction Measures
We have created reports on our performance against the TSMs.
See the report for tenants here
See the report for shared owners, here
You can see a copy of the survey we sent to tenants here
Read our approach to carrying out the survey, here
What are the Tenant Satisfaction Measures?
There are 22 measures for us to report on. Some of these are measures of Tenants’ perception – in other words, what YOU think about our services – which we collect through the Annual Customer Satisfaction Survey, and some are performance measures. The full list of measures is below.
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TP01: Overall satisfaction
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Annual Customer Survey
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TP02: Satisfaction with repairs
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Annual Customer Survey
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TP03: Satisfaction with time taken to complete most recent repair
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Annual Customer Survey
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TP04: Satisfaction that the home is well-maintained
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Annual Customer Survey
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TP05: Satisfaction that the home is safe
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Annual Customer Survey
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TP06: Satisfaction that the landlord listens to tenant views and acts upon them
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Annual Customer Survey
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TP07: Satisfaction that the landlord keeps tenants informed about things that matter to them
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Annual Customer Survey
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TP08: Agreement that the landlord treats tenants fairly and with respect
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Annual Customer Survey
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TP09: Satisfaction with the landlord’s approach to handling complaints
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Annual Customer Survey
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TP10: Satisfaction that the landlord keeps communal areas clean and well-maintained
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Annual Customer Survey
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TP11: Satisfaction that the landlord makes a positive contribution to neighbourhoods
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Annual Customer Survey
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TP12: Satisfaction with the landlord’s approach to handling anti-social behaviour
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Annual Customer Survey
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CH01: Complaints relative to the size of the landlord
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Annual Customer Survey
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CH02: Complaints responded to within Complaint Handling Code timescales
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Landlord performance data
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NM01: Anti-social behaviour (ASB) cases relative to the size of the landlord
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Landlord performance data
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RP01: Homes that do not meet the Decent Homes Standard
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Landlord performance data
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RP02: Repairs completed within target timescale
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Landlord performance data
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BS01: Gas safety checks
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Landlord performance data
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BS02: Fire safety checks
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Landlord performance data
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BS03: Asbestos safety checks
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Landlord performance data
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BS04: Water safety checks data
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Landlord performance data
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BS05: Lift safety checks
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Landlord performance data
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Meeting the standard: Complaints
Each year, we have to produce a report about the complaints and compliments we have received and how well we have handled them for the Housing Ombudsman.
Complaints are reviewed by the complaints panel each quarter. The complaints panel involves customer representatives and colleagues from across the business.
Read our latest Complaints Annual Report here.
See our latest Self-Assessment against the complaints code here.
The Housing Customer Partnership
The Housing Customer Partnership is a group of tenants and Shared Owners who meet with Advance's Chief Executive and other managers every quarter to monitor and challenge how Advance is performing. Partnership members represent customers' experiences and have an input into key decisions. The Partnership sends a report to the Advance Board after each meeting.
You can read the minutes from the most recent Partnership meeting here.