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As part of new national standards introduced by the Regulator of Social Housing, we are now required to report on how well we’re performing as a social housing provider. These standards, known as Tenant Satisfaction Measures (TSMs), are designed to give tenants a stronger voice and help hold landlords to account.
In total there are 22 TSMs divided into two parts:
TSMs collected from a tenant perception survey
TSMs generated from management information.
Together they provide a balanced picture; the lived experience of tenants and our operational performance as a social landlord. This helps ensure transparency, accountability and supports improvements where they're needed most.
We submit our TSM data to the Regulator of Social Housing every year as part of its statutory reporting requirements.
Tenant perception survey results
This part is based on feedback directly from tenants. There are 12 Tenant Satisfaction Measures which cover experiences and perceptions of services such as repairs, communication, safety and how we're handling complaints. These results come from a standardised survey, so every social landlord is measured in the same way.
We have already completed three tenant perception surveys. For transparency, we have published each year's results below. The results are also published in our tenant newsletters.
TP01: Proportion of respondents who report they are satisfied with the overall service from their landlord.
68%
77.3%
77.4%
TP02: Proportion of respondents who have received a repair in the last 12 months who report they are satisfied with the overall repairs service.
72.8%
78.7%
76.8%
TP03: Proportion of respondents who have received a repair in the last 12 months who report they are satisfied with the time taken to complete their most recent repair.
68.7%
73.1%
73.6%
TP04: Proportion of respondents who report they are satisfied that their home is well maintained.
64.4%
74.4%
73.8%
TP05: Proportion of respondents who report they are satisfied that their home is safe.
70.2%
81%
77.1%
TP06: Proportion of respondents who report they are satisfied that their landlord listens to tenant views and acts upon them.
53.9%
61.9%
61.4%
TP07: Proportion of respondents who report they are satisfied that their landlord keeps them informed about things that matter to them.
59.5%
66.3%
68.2%
TP08: Proportion of respondents who report they agree their landlord treats them fairly and with respect.
71.1%
78.7%
77.7%
TP09: Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling.
34.2%
48.3%
35.3%
TP10: Proportion of respondents with communal areas who report they are satisfied that their landlord keeps communal areas clean and well maintained.
55.2%
59.6%
63.2%
TP11: Proportion of respondents who report they are satisfied that their landlord makes a positive contribution to the neighbourhood.
51.2%
57.6%
58.4%
TP12: Proportion of respondents who report they are satisfied with their landlord’s approach to handling anti-social behaviour.
49.3%
54%
56.5%
Management information results
This part uses data collected by us from our housing and property management systems to show how well key services are being delivered. There are 10 Tenant Satisfaction Measures which include repair completion times, building safety checks, anti-social behaviour and complaint handling. These measures are based on facts and figures, rather than opinions and perceptions.
Operational performance measure
2023/24
2024/25
2025/26
BS01: Proportion of homes for which all required gas safety checks have been carried out.
100%
99.9%
99.9%
BS02: Proportion of homes for which all required fire risk assessments have been carried out.
95.4%
94%
100%
BS03: Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.
99.5%
92.7%
100%
BS04: Proportion of homes for which all required legionella risk assessments have been carried out.
100%
100%
100%
BS05: Proportion of homes for which all required communal passenger lift safety checks have been carried out.
100%
100%
82%
Operational performance measure
2023/24
2024/25
2025/26
NM01 (part 1): Number of anti-social behaviour cases opened per 1,000 homes.
49.8
104.3
107.8
NM02 (part 2): Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes.
1.3
1.4
0.4
Operational performance measure
2023/24
2024/25
2025/26
RP01: Proportion of homes that do not meet the Decent Homes Standard.
3.9%
2.5%
3.4%
RP02 (1): Proportion of non-emergency responsive repairs completed within the landlord’s target timescale.
67.3%
91.4%
97.4%
RP02 (2): Proportion of emergency responsive repairs completed within the landlord’s target timescale.
95.3%
100%
100%
Operational performance measure
2023/24
2024/25
2025/26
CH01 (1): Number of stage one complaints received per 1,000 homes.
27.7
34.7
45
CH01 (2): Number of stage two complaints received per 1,000 homes.
4.1
4.7
8.7
CH02 (1): Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
89.3%
93.5%
96.5%
CH02 (2): Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
100%
100%
100%
Why do we collect and publish TSMs?
All social housing providers must collect and report data on key service areas such as:
tenant perception
repairs and maintenance
building safety checks
handling of complaints
We gather this information through our usual performance monitoring processes, as well as through new tenant perception surveys that ask residents directly about their experiences.
The introduction of TSMs follows the Government’s 2020 Social Housing White Paper, The Charter for Social Housing Residents, which sets out a vision for safer, fairer and more transparent housing services. The Regulator of Social Housing is responsible for overseeing compliance with these new standards.
Summaries of approach
Summaries of approach tell you how we conducted each tenant survey.
The summaries cover key aspects such as how the surveys were designed, the methods of distribution and collection, and when the surveys were opened and for how long.
They show how we analyse and report on the results and what actions we should take to improve future surveys and the housing service as a whole.
