How our tenants think we’re doing
The Regulator of Social Housing has recently introduced a set of Tenant Satisfaction Measures (TSMs). These measures track how well social landlords are doing at providing quality homes and services. All social housing providers in England must report their results every year.
We report on two types of TSMs:
- Tenant perception measures: these show tenant satisfaction with the services we provide
- Management information measures: these are based on our internal performance data
Tenant perception measures (TPMs)
TPMs survey results for 2022 to 2023 and 2023 to 2024
| 2022 to 2023 | 2023 to 2024 | ||
| Reference number | What we asked our tenants about | Percentage of satisfied residents | |
| TP01 | Overall Satisfaction | 52% | 59% |
| TP02 | Satisfaction with overall repairs service in last 12 months | 58% | 63% |
| TP03 | Satisfaction with time taken to complete most recent repair | 52% | 60% |
| TP04 | Satisfaction that home is well maintained | 53% | 61% |
| TP05 | Satisfaction that home is safe | 58% | 63% |
| TP06 | Satisfaction that landlord listens to views and acts upon them | 44% | 54% |
| TP07 | Satisfaction that landlord keeps tenants informed about things that matter | 56% | 71% |
| TP08 | Agreement that landlord treats tenants fairly and with respect | 61% | 70% |
| TP09 | Satisfaction with landlord’s approach to handling complaints | 26% | 28% |
| TP10 | Satisfaction landlord keeps communal areas clean and well maintained | 59% | 62% |
| TP11 | Satisfaction landlord makes a positive contribution to neighbourhood | 56% | 69% |
| TP12 | Satisfaction with landlord’s approach to handling ASB | 50% | 61% |
Tenant and leaseholder STAR survey
Kwest Research have carried out an independent tenant and leaseholder satisfaction survey on behalf of us since 2016.
We carried out in-house analysis and reporting in 2016 to 2017 and 2017 to 2018. From 2019 to 2020 onwards, Kwest Research took over analysis and reporting.
This series of research projects aims to identify how residents’ perceptions and satisfaction with services are changing, and how we can continue to make improvements.
Management information measures (MIs)
MIs report 2023 to 2024
| Reference number | Description of standard | Percentage / number |
| RP01 | Homes that do not meet the Decent Homes Standard | 22.4% |
| RP02 | Non-emergency repairs completed within target timescale | 90.1% |
| RP02 | Emergency repairs completed within target timescale | 73.1% |
| BS01 | Gas safety checks completed | 97.8% |
| BS02 | Fire safety checks completed | 95.9% |
| BS03 | Asbestos safety checks completed | 96.5% |
| BS04 | Water safety checks completed | 83.6% |
| BS05 | Lift safety checks completed | 72.0% |
| CH01 | Number of Stage 1 complaints relative to the size of the landlord (number of complaints per 1,000 properties) | 101.9 |
| CH01 | Number of Stage 2 complaints relative to the size of the landlord (number of complaints per 1,000 properties) | 14.3 |
| CH02 | Stage 1 complaints responded to within Complaint Handling Code timescales | 46.3 |
| CH02 | Stage 2 complaints responded to within Complaint Handling Code timescales | 45.3 |
| NM01 | Anti-social behaviour cases relative to the size of the landlord (number of cases per 1,000 properties) | 40.3 |
| NM01 | Anti-social behaviour cases that involve hate incidents, relative to the size of the landlord (number of cases with hate incidents per 1,000 properties) | 1.3 |
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- Wednesday – 9am to 4pm (telephone)