Housing performance and tenant satisfaction measures
The Regulator of Social Housing has created a new system for looking at how well social housing landlords in England are doing at providing good quality homes and services. This involves a set of tenant satisfaction measures (TSMs) that social housing landlords must report on.
There are 22 tenant satisfaction measures, covering 5 themes, 10 of these will be measured by landlords directly and 12 will be measured by landlords carrying out tenant satisfaction surveys.
A summary of our survey responses are in the video with the full results listed below.
Thank you to everyone who took part. It will help us focus on the areas we need to improve on. If you have any comments or suggestions, get in touch.
Key findings from the tenant satisfaction survey 2024
- TP01: Overall satisfaction
- 78% very or fairly satisfied
- 11% neither satisfied nor dissatisfied
- 12% very or fairly dissatisfied
The 5 themes we measured were:
- Keeping properties in good repair
- Maintaining building safety
- Respectful and helpful engagement
- Effective handling of complaints
- Responsible neighbourhood management
Keeping properties in good repair
- TP02 Satisfaction with repairs
- 77% very or fairly satisfied
- 8% neither satisfied nor dissatisfied
- 16% fairly or very dissatisfied
- TP03 Satisfaction with time taken to complete most recent repair
- 74% very or fairly satisfied
- 8% neither satisfied nor dissatisfied
- 18% very or fairly dissatisfied
- TP04 Satisfaction that the home is well maintained
- 72% very or fairly satisfied
- 11% neither satisfied nor dissatisfied
- 16% very or fairly dissatisfied
- proportion of homes that do not meet the Decent Homes Standard – to be confirmed
- proportion of non-emergency responsive repairs completed within the landlord’s target timescale – to be confirmed
- proportion of emergency responsive repairs completed within the landlord’s target timescale - to be confirmed.
You can report your repairs online.
Maintaining building safety
- TP05: Satisfaction that the home is safe
- 82% very or fairly satisfied
- 10% neither satisfied nor dissatisfied
- 9% very or fairly dissatisfied
- BS01 Gas safety checks
- proportion of homes for which all required gas safety checks have been carried out – to be confirmed
- BS02 Fire safety checks
- proportion of homes for which all required fire risk assessments have been carried out - to be confirmed
- BS03 Asbestos safety checks
- proportion of homes for which all required asbestos management surveys or re-inspections have been carried out - to be confirmed
- BS04 Water safety checks
- proportion of homes for which all required legionella risk assessments have been carried out - to be confirmed
- BS05 Lift safety checks
- proportion of homes for which all required communal passenger lift safety checks have been carried out - to be confirmed.
Respectful and helpful engagement
- TP06 Satisfaction that the landlord listens to tenant views and acts upon them
- 54% very or fairly satisfied
- 26% neither satisfied nor dissatisfied
- 21% very or fairly dissatisfied
- TP07 Satisfaction that the landlord keeps tenants informed about things that matter to them
- 64% strongly agree or agree
- 25% neither agree nor disagree
- 12% disagree or strongly disagree
- TP08 Agreement that the landlord treats tenants fairly and with respect
- 73% very or fairly satisfied
- 19% neither satisfied nor dissatisfied
- 8% very or fairly dissatisfied
Find out more about how to get involved in your housing service.
Effective handling of complaints
- TP09 Satisfaction with the landlord’s approach to handling complaints
- 29% very or fairly satisfied
- 21% neither satisfied nor dissatisfied
- 51% very or fairly dissatisfied
- CH01 Complaints relative to the size of the landlord
- Number of stage one complaints received per 1,000 homes – to be confirmed
- Number of stage 2 complaints received per 1,000 homes – to be confirmed
- CH02 Complaints responded to within Complaint Handling Code timescales
- Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales – to be confirmed
- Proportion of stage 2 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales – to be confirmed.
Find out more about how to make a complaint.
Responsible neighbourhood management
- TP10: Satisfaction that the landlord keeps communal areas clean and well maintained
- 68% very or fairly satisfied
- 10% neither satisfied nor dissatisfied
- 21% very or fairly dissatisfied
- TP11: Satisfaction that the landlord makes a positive contribution to neighbourhoods
- 49% very or fairly satisfied
- 37% neither satisfied nor dissatisfied
- 14% very or fairly dissatisfied
- TP12: Satisfaction with the landlord’s approach to handling anti-social behaviour
- 44% very or fairly satisfied
- 39% neither satisfied nor dissatisfied
- 17% very or fairly dissatisfied
- NM01 Anti-social behaviour cases relative to the size of the landlord
- Number of anti-social behaviour cases opened per 1,000 homes – to be confirmed
- Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes – to be confirmed.
Find out more about neighbourhood issues and how to report anti-social behaviour.