What are Tenant Satisfaction Measures?
The Regulator of Social Housing requires all social housing providers to report on a set of Tenant Satisfaction Measures (TSMs) every year. These are designed to help people understand how well we are performing. They also let us know which areas we need to improve on.
There are 22 TSMs covering five key themes:
• Keeping properties in good repair
• Maintaining building safety
• Respectful and helpful engagement
• Effective handling of complaints
• Responsible neighbourhood management
10 of the TSMs are based on performance data, while the other 12 are based on customer surveys. These surveys are carried out for us by an external agency called Acuity.
Tenant Satisfaction Measures for 2025/26
You can see a detailed breakdown of our Tenant Satisfaction Measure results for the period of April 2025 to March 2026 in our Annual Report (pdf 1.2 mB). This document also includes information on how we plan to improve our services in response to these results.
If you just want the numbers, you can see them in the table below alongside what our targets were for the year.
Tenant Satisfaction Measures 2025/26 | 2025/26 results | 2025/26 targets |
Gas safety checks carried out in your homes | 99.90% | 100.00% |
Fire risk assessments carried out in your homes | 99.90% | 100.00% |
Asbestos management surveys or re-inspections carried out in your homes | 100.00% | 100.00% |
Legionella risk assessments carried out in your homes | 100.00% | 100.00% |
Communal passenger lift safety checks carried out | 100.00% | 100.00% |
Anti-social behaviour cases, opened per 1,000 homes | 31.5 | N/A |
Anti-social behaviour cases that involve hate incidents opened per 1,000 homes | 0.7 | N/A |
Percentage of homes that do not meet the Decent Homes Standard | 1.20% | 2.00% |
Non-emergency responsive repairs completed within our target timescale. | 84.20% | 85.00% |
Emergency responsive repairs completed within our target timescale. | 92.30% | 95.50% |
Number of stage one complaints received per 1,000 homes. | 54.5 | N/A |
Number of stage two complaints received per 1,000 homes. | 14.1 | N/A |
Stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 93.30% | 85.00% |
Stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 74.30% | 96.00% |
Percentage of customers who report they are satisfied with the overall service we provide. | 78.00% | 80.00% |
Percentage of customers who received a repair in the last 12 months and are satisfied with the overall repairs service. | 78.50% | 80.00% |
Percentage of customers who received a repair in the last 12 months and are satisfied with the time taken to complete their most recent repair. | 80.20% | 76.00% |
Percentage of customers who are satisfied their home is well maintained. | 73.30% | 80.00% |
Percentage of customers who are satisfied their home is safe. | 79.20% | 81.00% |
Percentage of customers who are satisfied that we listen to their views and act upon them. | 67.80% | 71.00% |
Percentage of customers who are satisfied that we keep them informed about things that matter to them. | 75.30% | 79.00% |
Percentage of customers who agree that we treat them fairly and with respect. | 83.30% | 85.00% |
Percentage of customers who report making a complaint in the last 12 months and are satisfied with our approach to complaints handling. | 34.80% | 45.00% |
Percentage of customers who are satisfied that we keep communal areas clean and well maintained. | 70.90% | 70.00% |
Percentage of customers who are satisfied that we make a positive contribution to the neighbourhood. | 70.00% | 74.00% |
Percentage of customers who are satisfied with our approach to handling anti-social behaviour. | 54.30% | 60.00% |
For information on how quickly we respond to customer complaints please read our Service Standards (pdf 88 kB).
For information on how quickly we carry out repairs please click here.