Tenant Satisfaction Measure (TSM) Survey Results 2024 to 2025
We asked tenants to share their views on the services we provide by carrying out a tenant satisfaction measure (TSM) survey.
Tenant satisfaction measures
The charter for social housing residents (opens new window) was published by the government in 2020, which sets out ways to improve standards for people living in social housing. Following this, the regulator of social housing created a new system for assessing how well social housing landlords are performing.
On 1 April 2024, the new requirements came into effect and landlords were required to start collecting data for tenant satisfaction measures (TSMs).
Tenants can see how well their landlord is performing and hold them to account and the regulator can also see if improvements need to be made.
There are 22 TSMs which performance is measured against, 12 of which are tenant perception measures and 10 management information measures.
Perception measures show tenant satisfaction with services provided, such as repairs, caretaking, anti social behaviour and complaints.
Management information measures are based on our performance data, such as time taken to complete repairs, maintaining safety checks and the number of complaints received based on the number of properties the council manage.
Key areas include:
- repairs
- building safety and quality
- respectful and helpful tenant engagement
- complaint handling
- responsible neighbourhood management.
The full list of TSMs can be found on the government website:
All providers of social housing are required to ask their tenants a set of standard questions at least once a year to measure the level of satisfaction in these areas.
The results are shared with the regulator and published online for residents to see.
Results
The TSM survey was completed by the independent research provider, Service Insights Ltd (SIL). The survey was conducted primarily via telephone, with 100% of initial contact made through this method. Alternative options, included SMS invitations, online completion, and postal surveys, were made available upon request to ensure accessibility.
SIL used a randomised sampling approach based on the customer database provided to them, ensuring a representative sample of the overall tenant population.
A total of 968 responses were received. The results are as follows:
Tenant Perception Measure | Percentage of residents satisfied |
|---|---|
TP01 Overall satisfaction | 59% |
TP02 Satisfaction with repairs | 67% |
TP03 Satisfaction with time taken to complete most recent repair after reporting | 64.7% |
TP04 Satisfaction that the home is well maintained | 65.2% |
TP05 Satisfaction that the home is safe | 74.1% |
TP06 Satisfaction that the landlord listens to tenant views and acts upon them | 51.7% |
TP07 Satisfaction that the landlord keeps tenants informed about things that matter to them | 62.5% |
TP08 Agreement that the landlord treats tenants fairly and with respect | 72.7% |
TP09 Satisfaction with the landlord's approach to handling complaints | 25.4% |
TP10 Satisfaction that the landlord keeps communal areas clean and well maintained | 62.5% |
TP11 Satisfaction that the landlord makes a positive contribution to neighbourhoods | 65.3% |
TP12 Satisfaction with the landlords approach to handling anti-social behaviour | 59.1% |
For details of the summary of our approach obtaining the TSMs, please see our methodology statement 2024-25 (PDF, 67 KB).
A copy of the survey questionnaire (PDF, 537 KB) is also available.
| Management information measures | ||
|---|---|---|
CH01 (1) | Number of Stage 1 complaints per 1, 000 homes | 44.6 |
| CH01 (2) | Number of Stage 2 complaints per 1, 000 homes | 13.4 |
CH02 (1) | Proportion of Stage 1 complaints responded to within Complaint Handling Code timescales | 60.2% |
| CH02 (2) | Proportion of Stage 2 complaints responded to within Complaint Handling Code timescale | 82.1% |
NM01 (1) | Anti-social behaviour cases relative to size of the landlord | 16.4 |
| NM01 (2) | Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes | 0.6 |
RP01 | Proportion of homes that do not meet the Decent Homes standard | 18.2% |
RP02 (1) | Proportion of non-emergency repairs completed within target timescale | 85.7% |
| RP02 (2) | Proportion of emergency responsive repairs completed within the landlord's target timescale | 96.5% |
BS01 | Proportion of homes for which all required gas safety checks have been carried out | 99.6% |
BS02 | Proportion of homes for which all required fire safety checks have been carried out | 92.2% |
BS03 | Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. | 100% |
BS04 | Proportion of homes for which all required legionella risk assessments have been carried out. | 95.3% |
BS05 | Proportion of homes for which all required communal passenger lift safety checks have been carried out. | 100% |