The Regulator of Social Housing in England (RSH) introduced mandatory Tenant Satisfaction Measures (TSMs) in April 2023. These measures are designed to drive up standards by ensuring social housing providers are accountable for the services they provide.
Of the 22 official TSM measures. 10 are management information measures from our performance data and 12 are tenant perception measures from our annual tenant satisfaction survey.
RSH requires that we share how we're performing each year.
How we're performing
Our performance is measured against five key themes. Based on our performance from 1 April 2024 to 31 March 2025, overall satisfaction is 77.4%
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Keeping properties in good repair
- Satisfied with repairs we carry out on your property: 83.6%
- Satisfied with the time taken to complete repair: 83.5%
- Satisfied with the home we provide is well maintained: 77.8%
- Homes that do not meet the Decent Home Standard: 3.0%
- Proportion of non-emergency repairs completed in target time scales: 97.3%
- Proportion of emergency repairs completed in target time scales: 99.5%
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Maintaining Building Safety
- Satisfied your home is safe: 81.0%
- Gas Safety Checks: 100%
- Fire Safety Checks: 98.6%
- Asbestos Safety Checks: 70.1%
- Water Safety Checks: 100%
- Lift Safety Checks: 100%
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Respectful and helpful engagement
- Satisfied that we listen to your views an act on them: 64.1%
- Satisfied that we keep you informed about things that matter to you: 77.0%
- Agree that we treat you fairly and with respect: 80.8%
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Effect handling of complaints
- Satisfied with our approach to complaint handing: 31.3%
- Number of stage one complaints received per 1,000 homes: 48.9
- Number of stage two complaints received per 1,000 homes: 5.4
- Proportion of stage 1 complaints responded to within the Housing Ombudsman Complaints Handling Code time scale: 73.4%
- Proportion of stage 2 complaints responded to within the Housing Ombudsman Complaints Handling Code time scale: 67.4%
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Responsible neighbourhood management
- Satisfied we keep communal areas clean and well maintained: 73.4%
- Satisfied we make positive contributions to the neighbourhood: 67.5%
- Satisfied with our approach of handling of Anti-social behaviour: 65.2%
- Number of anti-social behaviour cases, opened per 1,000 homes: 48.4
- Number of anti-social behaviour cases that involve hate incidents per 1,000 homes: 1.2
More information
See Downloads for the Tenant Satisfaction Measures 2024 to 2025 for Summary of Approach and full report.
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