Although the Regulator of Social Housing only require us to publish TSM results for homes that the association owns, to ensure that we’re giving all our households the opportunity to share their views, we invited all Northamptonshire Rural Housing Association households to take part.
This included all:
- rental households and shared owners
in:
- homes owned by NRHA, and
- homes NRHA manage on behalf of emh.
The results below show two figures.
- The first figure is for just households that live in homes that NRHA own.
- The second figure is the results for all NRHA households.
Survey results for rental households
The first figure is the result from homes owned by Northamptonshire Rural Housing Association (as part of the TSM requirements we must publish this). The second figure is for all NRHA rental households, owned and managed.
93% / 92%
Overall customer satisfaction
91% / 90%
Satisfaction that their home is well maintained
96% / 93%
Satisfaction that their home is safe
87% / 87%
Satisfaction with repairs over the last 12 months
88% / 86%
Satisfied with the time taken to complete repairs
90% / 91%
Agreement that we treat residents fairly and with respect
90% / 90%
Satisfaction that we keep residents informed
89% / 86%
Satisfaction that we listen to residents views and act upon them
89% / 87%
Satisfaction that we keep communal areas clean and well maintained
77% / 78%
Satisfied that we make a positive contribution to neighbourhoods
72% / 73%
Satisfaction with our approach to handling antisocial behaviour
65% / 60%
Satisfaction with our approach to handling complaints
Survey results for shared ownership households
The first figure is the result from homes owned with Northamptonshire Rural Housing Association (as part of the TSM requirements we must publish this). The second figure is for all NRHA shared ownership households, including those owned with NRHA and those managed by NRHA on behalf of emh.
59% / 57%
Overall customer satisfaction
77% / 82%
Satisfaction that their home is safe
56% / 53%
Agreement that we treat residents fairly and with respect
53% / 50%
Satisfaction that we keep residents informed
55% / 50%
Satisfaction that we listen to residents views and act upon them
75% / 71%
Satisfaction that we keep communal areas clean and well maintained
73% / 64%
Satisfied that we make a positive contribution to neighbourhoods
60% / 50%
Satisfaction with our approach to handling antisocial behaviour
n/a
Satisfaction with our approach to handling complaints
no complaints in this period
Management information
Data is from 2024-25 management information
Maintenance and safety
Data is from 2024-25 management information. The first figure is for homes owned by Northamptonshire Rural Housing Association (as part of the TSM requirements we must publish this). The second figure is for all NRHA rental households, including those owned by NRHA and those managed on behalf of emh.
71% / 69%
Repairs completed within target timescale - non emergency
75% / 79%
Repairs completed within target timescale - emergency
100% / 100%
Of homes with all required gas safety checks
100% / 100%
Of homes with required fire safety checks
100% / 100%
Of homes with required asbestos safety checks
0% / 0%
Of homes do not meet the Decent Homes Standard
Complaints
Number of complaints
These figures are for homes homes owned by Northamptonshire Rural Housing Association (as part of the TSM requirements we must publish this).
Complaints relative to the size of the landlord – based on the number of complaints the landlord receives for each 1000 homes they own
Stage 1
- Rental homes: 25
- Shared owners: 0
Stage 2
- Rental homes: 8
- Shared owners: 0
The calculation for these metrics requires the results to be expressed per 1,000 homes. The formula scales up the actual number of complaints to reach a pro-rata amount set at 1,000 stock.
The actual number of complaints are:
Stage 1
- Rental homes: (x355 homes): 9
- Shared owners (x57 homes): 0
Stage 2
- Rental homes: (x355 homes): 3
- Shared owners (x57 homes): 0
Data is from 2024-25 management information
Complaint response time
Complaints responded to within Complaint Handling Code timescales
Stage 1
- Rental homes: 100%
- Shared owners: n/a
Stage 2
- Rental homes: 100%
- Shared owners: n/a
Data is from 2024-25 management information
Anti-social behaviour
Number of antisocial behaviour cases
These figures are for homes homes owned by Northamptonshire Rural Housing Association (as part of the TSM requirements we must publish this).
Anti-social behaviour (ASB) cases relative to the size of the landlord – based on the number of ASB cases the landlord opened for each 1000 homes they own
- Rental households and shared owners combined: 41
Anti-social behaviour (ASB) cases involving hate crime relative to the size of the landlord – based on the number of ASB cases the landlord opened for each 1000 homes they own
- Rental households and shared owners combined: 0
The calculation for these metrics requires the results to be expressed per 1,000 homes. The formula scales up the actual number of complaints to reach a pro-rata amount set at 1,000 stock.
The actual number of ASB cases opened are:
- ASB cases (rental and shared owners combined: x412 homes): 17
- ASB cases involving hate crime (rental and shared owners combined: x412 homes): 0
Data is from 2024-25 management information
How we did the survey
Who, when and how
Number of responses:
- Rented: 515 surveys were sent and 221 responded (43%)
- Homes owned by NRHA:
- 355 sent / 154 responded
- Homes managed by NRHA for emh:
- 160 sent / 67 responded
- Homes owned by NRHA:
- Shared Ownership: 78 surveys were sent and 21 responded (27%)
Timing of survey:
- Start: 1 September 2025
- Close: 8 November 2025
Collection methods:
- Stage one – telephone survey: all residents were called at least five times
- Stage two – online survey: sent to all non-respondents using emails and SMS messages
- Stage three – postal survey: sent to all non-respondents
Sample method:
- Census approach (contacted households)
Role of external contractors
- The survey was carried out by Acuity
Incentives offered:
- Entry into a prize draw to win £100 shopping voucher
Management data:
- This is for year: 01 April 2024 to 31 March 2025