The Tenant Satisfaction Measures (TSMs) were introduced by the Regulator of Social Housing (RSH) in April 2023. The purpose of the TSMs is to enable residents to scrutinise their landlord's performance, provide insight into areas for service improvement, and support the RSH in assessing compliance with the consumer standards.
TSMs consist of 12 satisfaction measures collected from tenant perception surveys and 10 management information measures generated from management information held by the landlord.
Download a summary of how the Tenant Perception Survey was approached and details of the survey questionnaire: Download the Tenant Satisfaction Measures Survey Summary of Approach and Questionnaire for 2025 to 2026.
TSMs collected from tenant perception surveys
| Code | Issue | Tenant Satisfaction Measure | 2025-26 result |
|---|---|---|---|
| TP01 | Overall satisfaction | Proportion of respondents who report that they are satisfied with the overall service from their landlord. | 80.4% |
| TP02 | Satisfaction with repairs | Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service. | 82.0% |
| TP03 | Satisfaction with time taken to complete most recent repair | Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair. | 78.7% |
| TP04 | Satisfaction that the home is well maintained | Proportion of respondents who report that they are satisfied that their home is well maintained. | 77.9% |
| TP05 | Satisfaction that the home is safe | Proportion of respondents who report that they are satisfied that their home is safe. | 80.9% |
| TP06 | Satisfaction that the landlord listens to tenant views and acts upon them | Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. | 70.7% |
| TP07 | Satisfaction that the landlord keeps tenants informed about things that matter to them | Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. | 82.5% |
| TP08 | Agreement that the landlord treats tenants fairly and with respect | Proportion of respondents who report that they agree their landlord treats them fairly and with respect. | 84.5% |
| TP09 | Satisfaction with the landlord’s approach to handling complaints | Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling. | 31.5% |
| TP10 | Satisfaction that the landlord keeps communal areas clean and well maintained | Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. | 75.5% |
| TP11 | Satisfaction that the landlord makes a positive contribution to neighbourhoods | Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. | 71.3% |
| TP12 | Satisfaction with the landlord’s approach to handling anti-social behaviour | Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour. | 65.3% |
TSMs generated from management information
| Code | Issue | enant Satisfaction Measure | 2025-26 result |
|---|---|---|---|
| CH01 (1) | Complaints relative to the size of the landlord | Number of stage one complaints received per 1,000 homes. | 44.7 |
| CH01 (2) | Complaints relative to the size of the landlord | Number of stage two complaints received per 1,000 homes. | 10.3 |
| CH02 (1)[note 1] | Complaints responded to within Complaint Handling Code timescales | Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 56.4% |
| CH02 (2)[note 1] | Complaints responded to within Complaint Handling Code timescales | Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 26.5% |
| NM01 (1) | Anti-social behaviour cases relative to the size of the landlord | Number of anti-social behaviour cases opened per 1,000 homes. | 54.5 |
| NM01 (2) | Anti-social behaviour cases relative to the size of the landlord | Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes. | 1.5 |
| RP01 | Homes that do not meet the Decent Homes Standard | Proportion of homes that do not meet the Decent Homes Standard. | 0.1% |
| RP02 (1)[note 2] | Repairs completed within target timescale | Proportion of non-emergency responsive repairs completed within the landlord’s target timescale. | 95.3% |
| RP02 (2)[note 2] | Repairs completed within target timescale | Proportion of emergency responsive repairs completed within the landlord’s target timescale. | 99.4% |
| BS01 | Gas safety checks | Proportion of homes for which all required gas safety checks have been carried out. | 100.0% |
| BS02 | Fire safety checks | Proportion of homes for which all required fire risk assessments have been carried out. | 100.0% |
| BS03 | Asbestos safety checks | Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. | 100.0% |
| BS04 | Water safety checks | Proportion of homes for which all required legionella risk assessments have been carried out. | 100.0% |
| BS05 | Lift safety checks | Proportion of homes for which all required communal passenger lift safety checks have been carried out. | 100.0% |
Notes
Note 1 - Complaint handling timescales have been applied in line with the Housing Ombudsman’s Complaint Handling Code, with compliance defined as both acknowledgement and full response being issued within the required timescales. No alternative timescales from those set out in the Code have been applied.
- Return to where Note 1 is referenced in CH02 (1) ↩
- Return to where Note 1 is referenced in CH02 (2) ↩
Note 2 - Target timescales used for non-emergency responsive repairs included three working days for urgent responsive repairs and 28 working days for routine responsive repairs. The target timescale used for emergency repairs was 24 hours. Repair performance is measured against the target timescales from the date the repair is reported.
- Return to where Note 2 is referenced in RP01 (1) ↩
- Return to where Note 2 is referenced in RP01 (2) ↩
2025 to 2026 Progress
Overall satisfaction with the Council’s housing services has increased to 80.4%, up from 77.4% last year, showing continued progress in service delivery and tenant experience.
Keeping properties in good repair
The Council continues to deliver a strong repairs service and improve the condition of its homes:
- 95.3% of routine repairs and 99.4% of emergency repairs were completed within target timescales. While routine repairs have reduced slightly from 97.3% last year, performance remains high
- satisfaction with repairs remains strong at 82.0%, slightly down from 83.6% last year
- the proportion of homes not meeting the Decent Homes Standard has improved significantly to 0.1%, down from 3.0% last year, demonstrating continued investment in housing quality
Maintaining building safety
The Council has maintained its focus on tenant safety, achieving:
- 100% compliance across all building safety checks, including gas, fire, asbestos, water, and lift safety, maintaining the high standards from last year
- satisfaction that homes are safe remains high at 80.9%, consistent with 81.0% last year
Respectful and helpful tenant engagement
There have been clear improvements in how tenants feel they are treated and engaged:
- 84.5% of tenants feel treated fairly and with respect, up from 80.8% last year
- 82.5% are satisfied with communication, up from 77.0% last year
- satisfaction that the Council listens and acts on tenant views has increased to 70.7%, up from 64.1% last year
These results reflect continued focus on strengthening trust, transparency and tenant voice.
Effective handling of complaints
The Council recognises that complaints handling is an important area for improvement.
- satisfaction with complaint handling remains low at 31.5%, broadly unchanged from 31.3% last year
- timeliness of responses reduced significantly to 56.4% at stage one, down from 73.4% last year and 26.5% at stage two, down from 67.4% last year
- stage two complaints increased significantly to 10.3 per 1,000 homes, up from 5.4 last year, indicating increased escalation of complaints
The Council has already taken with a targeted recovery plan implemented in early 2026 which successfully cleared all overdue complaints and a wider improvement programme in place to deliver sustained improvement. This includes:
- a full end-to-end review of complaints handling processes
- additional capacity and strengthened oversight
- enhanced performance monitoring
- better use of complaints data to drive service improvements
- a new resident complaints panel to ensure tenants are directly involved in shaping service improvements
Responsible neighbourhood management
Satisfaction with neighbourhood services has improved:
- satisfaction that the Council makes a positive contribution to neighbourhoods has increased to 71.3%, up from 67.5% last year
- satisfaction with communal areas has increased to 75.5%, up from 73.4% last year
- satisfaction with the Council’s approach to handling anti-social behaviour remains stable at 65.3%, compared to 65.2% last year. At the same time, reports of anti-social behaviour cases have increased to 54.5 per 1,000 homes, up from 48.4 last year
