From 1 April 2023, social housing providers must collect data for tenant satisfaction measures (TSM) on areas such as:
- repairs
- safety checks
- anti-social behaviour (ASB)
- complaints.
The measures are there so residents can hold their landlord to account and provide a source of intelligence to the regulator on whether landlords are meeting the standards.
Landlords with a stock of over 1,000 properties must submit this data yearly.
The measures are split between results from our annual tenant perception survey and also performance related data.
The results reflect:
- surveys
- works
- assessments
- complaints and anti-social behaviour handling.
See below results for 1 April 2024 to 31 March 2025.
Perception measures 2024 to 2025
| Measure | Result |
|---|---|
| Overall satisfaction | 70.7% |
| Satisfaction with repairs | 74.7% |
| Satisfaction with time taken to complete most recent repair | 73.1% |
| Satisfaction that home is well maintained | 73.2% |
| Satisfaction that you feel safe at home | 76.2% |
| Satisfaction that your landlord listens and acts | 64.5% |
| Satisfaction that your landlord keeps you well informed | 74.2% |
| Agree that your landlord is fair and respectful | 74.4% |
| Satisfaction with complaint handling | 32.9% |
| Satisfaction that communal areas are kept clean and well maintained | 66.9% |
| Satisfaction that your landlord makes a positive contribution | 60.5% |
| Satisfaction with landlord’s handling of anti-social behaviour | 51.9% |
Management information 2024 to 2025
| Measure | Result |
|---|---|
| Proportion of homes for which all required gas safety checks have been carried out | 99.4% |
| Proportion of homes for which all required fire risk assessments have been carried out | 100% |
| Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out | 100% |
| Proportion of homes for which all required legionella risk assessments have been carried out | 100% |
| Proportion of homes for which all required communal lift safety checks have been carried out | 100% |
| Number of anti-social behaviour cases opened per 1,000 homes | 30 |
| Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes | 2 |
| Proportion of homes that do not meet the Decent Homes Standard | 4.8% |
| Proportion of non-emergency responsive repairs completed within the landlord’s target timescale | 96% |
| Proportion of emergency responsive repairs completed within the landlord’s target timescale | 99.6% |
| Number of stage 1 complaints made by tenancy in the relevant stock type during the reporting year per 1,000 homes | 34.6 |
| Proportion of stage 1 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales | 92.4% |
| Number of stage 2 complaints made by tenancy in the relevant stock type during the reporting year per 1,000 homes | 5.9 |
| Proportion of stage 2 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales | 100% |
What we do with this information
All of the feedback we receive is reviewed carefully alongside all our performance information to ensure that we continue to improve our services for our residents.
What we will focus on next
Communication
You told us that we need to work on our communications.
We will do this by:
- holding local events, surgeries, and drop in sessions to get to know tenants better
- communicating in ways that suit each tenant/household
- improving our system to monitor and update tenants on the status of repairs.
Your home
Results of the TSM survey show that repairs are often temporary solutions. This leads to repeated issues in your home.
We will be working with contractors to make sure repairs are permanent solutions.
Anti-social behaviour (ASB)
Your feedback has told us that we need to continue developing our approach to ASB.
We will do this by:
- improving security in areas with increased lighting or CCTV
- using a survey to learn more about your experience of the service
- continuing to have a dedicated ASB Officer within the Tenancy team.