Tenant satisfaction measures survey
What we mean by Tenant Satisfaction Measures (TSMs)
Tenant Satisfaction Measures (TSMs) are a set of standards introduced by the Regulator of Social Housing from 1 April 2023. They are designed to help understand how well social housing landlords are doing, from the tenant’s point of view.
TSMs look at the things that matter most to tenants, such as:
- How well homes are kept in good repair
- How complaints are handled
- How safe tenants feel in their homes
- How well landlords communicate and treat tenants with respect
There are 23 measures in total.
- 12 are perception measures, which means they are based on what tenants tell us through surveys about their experiences and satisfaction.
- The remaining measures are management information, such as how quickly repairs are completed.
All social housing landlords must collect this information in the same way and report it to the Regulator. This means performance can be compared fairly across landlords.
Why Tenant Satisfaction Measures are important
TSMs put tenants’ voices at the centre of how housing services are judged. They:
- Help tenants see how their landlord is performing
- Make landlords more accountable
- Give clear insight into what’s working well and what needs to improve
We use the results to understand your experiences better and to focus our efforts on improving the services that matter most to you.
Taking part in surveys is one of the key ways tenants can have their say and help shape future improvements.
Annual Results for 2025/26
In May 2025 and November 2025, 600 of our residents took part in a telephone survey carried out by Acuity on our behalf. The survey focused on how satisfied our tenants are with the way we provide our services.
Tenant Satisfaction Perception Measures Annual Results 2025/26
| Target 2025/26 | Performance 2025/26 | ||
|---|---|---|---|
| TP01 | Overall tenant satisfaction (TSM TP01 results) | Target 2025/2680% | Performance 2025/2677.8% |
| TP02 | Satisfaction with repairs | Target 2025/2678% | Performance 2025/2685.0% |
| TP03 | Satisfaction with time taken to complete most recent repair | Target 2025/2675% | Performance 2025/2683.4% |
| TP04 | Satisfaction that the home is well maintained | Target 2025/2677% | Performance 2025/2682.4% |
| TP05 | Satisfaction that the home is safe | Target 2025/2682% | Performance 2025/2685.7% |
| TP06 | Satisfaction that the landlord listens to tenant views and acts upon them | Target 2025/2665% | Performance 2025/2659.1% |
| TP07 | Satisfaction that the landlord keeps tenants informed about things that matter to them | Target 2025/2675% | Performance 2025/2678.4% |
| TP08 | Agreement that the landlord treats tenants fairly and with respect | Target 2025/2681% | Performance 2025/2682.4% |
| TP09 | Satisfaction with the landlords approach to handling complaints | Target 2025/2638% | Performance 2025/2648.4% |
| TP10 | Satisfaction that the landlord keeps communal areas clean and well maintained | Target 2025/2672% | Performance 2025/2679.0% |
| TP11 | Satisfaction that the landlord makes a positive contribution to neighbourhoods | Target 2025/2667% | Performance 2025/2672.7% |
| TP12 | Satisfaction with the landlord’s approach to handling ASB | Target 2025/2661% | Performance 2025/2658.5% |
Management Information Tenant Satisfaction Measures Annual Results 2025/26
| Target 2025/26 | Performance 2025/26 | ||
|---|---|---|---|
| CH01(1) | Number of stage one complaints received per 1,000 homes | Target 2025/26No target | Performance 2025/2644.1 |
| CH01(2) | Number of stage two complaints received per 1,000 homes | Target 2025/26No target | Performance 2025/2612.3 |
| CH02 (1) | Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales | Target 2025/2692% | Performance 2025/2693.2% |
| CH02 (2) | Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales | Target 2025/2695% | Performance 2025/2690.0% |
| BS01 | Gas safety checks | Target 2025/26100% | Performance 2025/26100% |
| BS02 | Fire Safety | Target 2025/26100% | Performance 2025/2653.3% |
| BS03 | Asbestos Safety | Target 2025/26100% | Performance 2025/26100% |
| BS04 | Water Safety | Target 2025/26100% | Performance 2025/26100% |
| BS05 | Lift Checks | Target 2025/26100% | Performance 2025/26100% |
| RP01 | Proportion of homes that do not meet the Decent Homes Standard | Target 2025/262.6% | Performance 2025/262.0% |
| RP02(1) | Proportion of non-emergency responsive repairs completed within the landlord’s target timescale | Target 2025/2691% | Performance 2025/2689.3% |
| RP02(2) | Proportion of emergency responsive repairs completed within the landlord’s target timescale | Target 2025/2699% | Performance 2025/2699.7% |
| NM01(1) | Number of anti-social behaviour cases, opened per 1,000 homes | Target 2025/26No target | Performance 2025/2638.6 |
| NM01(2) | Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes | Target 2025/26No target | Performance 2025/260.7 |
Annual Results for 2024/25
In May 2025 and November 2025, 600 of our residents took part in a telephone survey carried out by Acuity on our behalf. The survey focused on how satisfied our tenants are with the way we provide our services.
Tenant Satisfaction Perception Measures Annual Results 2024/25
| Target 2024/25 | Performance 2024/25 | ||
|---|---|---|---|
| TP01 | Overall tenant satisfaction (TSM TP01 results) | Target 2024/2580% | Performance 2024/2576% |
| TP02 | Satisfaction with repairs | Target 2024/2578% | Performance 2024/2577% |
| TP03 | Satisfaction with time taken to complete most recent repair | Target 2024/2575% | Performance 2024/2576% |
| TP04 | Satisfaction that the home is well maintained | Target 2024/2577% | Performance 2024/2576% |
| TP05 | Satisfaction that the home is safe | Target 2024/2582% | Performance 2024/2582% |
| TP06 | Satisfaction that the landlord listens to tenant views and acts upon them | Target 2024/2565% | Performance 2024/2562% |
| TP07 | Satisfaction that the landlord keeps tenants informed about things that matter to them | Target 2024/2575% | Performance 2024/2579% |
| TP08 | Agreement that the landlord treats tenants fairly and with respect | Target 2024/2581% | Performance 2024/2578% |
| TP09 | Satisfaction with the landlords approach to handling complaints | Target 2024/2538% | Performance 2024/2533% |
| TP10 | Satisfaction that the landlord keeps communal areas clean and well maintained | Target 2024/2572% | Performance 2024/2564% |
| TP11 | Satisfaction that the landlord makes a positive contribution to neighbourhoods | Target 2024/2567% | Performance 2024/2568% |
| TP12 | Satisfaction with the landlord’s approach to handling ASB | Target 2024/2561% | Performance 2024/2559% |
Management Information Tenant Satisfaction Measures Annual Results 2024/25
| Target 2024/25 | Performance Target 2024/25 | ||
|---|---|---|---|
| CH01(1) | Number of stage one complaints received per 1,000 homes | Target 2024/25No target | Performance Target 2024/2542.5 |
| CH01(2) | Number of stage two complaints received per 1,000 homes | Target 2024/25No target | Performance Target 2024/259.6 |
| CH02(1) | Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales | Target 2024/2595% | Performance Target 2024/2571% |
| CH02(2) | Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales | Target 2024/25100% | Performance Target 2024/2579.6% |
| BS01 | Gas safety checks | Target 2024/25100% | Performance Target 2024/25100% |
| BS02 | Fire Safety | Target 2024/25100% | Performance Target 2024/2599.9% |
| BS03 | Asbestos Safety | Target 2024/25100% | Performance Target 2024/25100% |
| BS04 | Water Safety | Target 2024/25100% | Performance Target 2024/25100% |
| BS05 | Lift Checks | Target 2024/25100% | Performance Target 2024/25100% |
| RP01 | Proportion of homes that do not meet the Decent Homes Standard | Target 2024/250.5% | Performance Target 2024/253.91% |
| RP02(1) | Proportion of non-emergency responsive repairs completed within the landlord’s target timescale | Target 2024/2594% | Performance Target 2024/2589.4% |
| RP02(2) | Proportion of emergency responsive repairs completed within the landlord’s target timescale | Target 2024/25100% | Performance Target 2024/2595.2% |
| NM01(1) | Number of anti-social behaviour cases, opened per 1,000 homes | Target 2024/25No target | Performance Target 2024/2535.3 |
| NM01(2) | Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes | Target 2024/25No target | Performance Target 2024/250.2 |
What we are doing
We recognise that tenant satisfaction around listening and communication (TP06 and TP07) needs improvement. To address this in 2026/27, we will strengthen how we gather, understand and act on tenant feedback.
Key actions include recruiting an Insight Officer to turn feedback into service improvements and redesigning our tenant engagement framework with TPAS and Homes in Somerset to make it more inclusive, consistent and focused on outcomes. We are increasing tenant involvement in key areas (such as ASB, policy, and complaints), introducing real-time transactional surveys, and adopting a clear ‘you said, we did, which means’ approach to demonstrate impact and build trust.
In 2025, we strengthened our approach to complaints by resourcing and recruiting a dedicated housing landlord complaints team. This has improved service delivery, ensuring responses are on time and compliant with the Housing Ombudsman Code, contributing to improved tenant satisfaction.
In response to feedback from complaints and TSMs we have also improved our ASB service. All cases are now centrally logged, assessed, and managed with clear action plans and regular reviews. Case closure processes have been strengthened, satisfaction surveys reintroduced and policies updated to ensure a more consistent, user-friendly and aligned service.
Rationale for survey collection method
The rationale for conducting the Tenant Satisfaction Measures survey via telephone only was guided by several key factors. After consulting with industry experts (Acuity) and reviewing best practices, it was determined that telephone surveys offer the most effective means of ensuring representative samples across key demographics while adhering to our surveying timescales.
Additionally, telephone surveys provide a personal touch that is especially important for gathering detailed and sensitive responses, such as those related to wellbeing. The direct engagement also allows for immediate clarification and richer data, improving the overall quality of responses.
This approach was deemed the most cost-effective and efficient, offering high response rates and enabling quicker turnaround times for analysis.
