The Tenant Satisfaction Measures (TSM) introduced by the Regulator of Social Housing are now a key way for us to gain the views of our Customers so that we can drive positive change.
We know our challenges and areas of improvement and I’m pleased to say that our near and long-term plans to address them, including new innovative ways of working and ensuring our People are closer to our Customers than ever before, are well underway.
Earlier this year, we became the first and only big housing association to achieve the top C1 Consumer rating from the Regulator for Social Housing. We’re confident, that over time, this will also be reflected in our Customers’ satisfaction as we deliver on our ambitions of community-based housing at scale.
Key to all of this is listening to our Customers so we can continue to improve. To truly measure progress we must ensure that every Customer voice is being heard equally, and we will review how we conduct this next year so we can even better reflect everyone’s feedback.
Rachel Crownshaw, Group Managing Director of Communities
What are Tenant Satisfaction Measures?
The Tenant Satisfaction Measures, or TSM for short, are a comprehensive set of performance measures that all housing providers in England must report on every year. These measures are collected by a Customer survey and through management performance information.
These measures are designed to assess the quality of housing and services provided, empowering Customers with greater visibility into our performance against sector standards. Spanning a wide range of topics, from repair wait times to complaints handling and Anti-Social Behaviour (ASB), the TSMs offer a complete view of our performance.
Our approach to the TSM survey
This year’s TSM survey was completed by a sample of Customers in line with the housing regulators rules. We invited a sample of Customers across all housing types to take part, only households who have opted out of surveys were excluded. By taking this targeted, representative sample, we ensured strong results while managing the survey in a way that delivered value for our Customers.
Our survey ran from September to November 2024, with 3,063 responses collected by telephone, email and face-to-face conversations. This provided a strong, statistically valid base for understanding what matters most across our diverse Communities. Read more about our approach.
We are pleased to share with you results of our TSM survey covering the financial year of 2024 to 2025. Thank you to all our Customers who contributed to this.
We have provided our overall results and where required we have split our results between Low Cost Rental Accommodation and Low Cost Home Ownership. Please note that in the results listed below LCRA stands for Low Cost Rental Accommodation (eg, general needs, supported housing) and LCHO stands for Low Cost Home Ownership (eg, shared ownership).
Target timescales used to generate repairs and complaints TSMs:
- Emergency Repairs - 24 Hours
- Non-Emergency Repairs - we have different timescales for non-emergency repairs depending on the work required. There were 3 timescales that we used for non-emergency repairs, 5 calendar days, 10 working days and 28 calendar days.
- The complaints timescales used were in line with the Housing Ombudsman's Complaint Handling Code.
Overall satisfaction
58%
(LCRA: 64.3% and LCHO: 34%)
Building quality and safety
Satisfaction their home is well maintained: 61.9%
Satisfaction their home is safe: 69%
(LCRA: 70.7% and LCHO: 59.3%)
Responsive repairs
Satisfaction with the repairs service: 63.8%
Satisfaction with time taken to complete repairs: 54.6%
Complaints and anti-social behaviour handling
Satisfaction with complaints handling: 24%
(LCRA: 27.5% and LCHO: 11.6%)
Satisfaction with anti-social behaviour case-handling: 54%
(LCRA: 55.8% and LCHO: 42.4%)
Neighbourhoods and communal areas
Satisfaction with the cleanliness and maintenance of communal areas: 63%
(LCRA: 68.1% and LCHO: 46.8%)
Satisfaction with the landlord’s contribution to their neighbourhood: 51%
(LCRA: 56.7% and LCHO: 27%)
Communication and respect
Listening to Customer views and acting: 56%
(LCRA: 61.5% and LCHO: 32.8%)
Keeping Customers informed: 59%
(LCRA: 63.1% and LCHO: 43.9%)
Treating Customers fairly and respectfully: 68%
(LCRA: 73.6% and LCHO: 46.2%)
Number of stage one complaints received per 1,000 homes
31.9
(LCRA: 29.2 and LCHO: 73.4)
Number of stage two complaints received per 1,000 homes
8.5
(LCRA: 7.3 and LCHO: 27.4)
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
62%
(LCRA: 60.4% and LCHO: 72.5%)
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
61.7%
(LCRA: 61.9% and LCHO: 60.8%)
Number of anti-social behaviour cases, opened per 1,000 homes
48.9
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes
0.8
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale
47.1%
Proportion of emergency responsive repairs completed within the landlord’s target timescale
81.3%
Proportion of homes that do not meet the Decent Homes Standard
0.1%
Proportion of homes for which all required gas safety checks have been carried out
99.5%
Proportion of homes for which all required fire risk assessments have been carried out
100%
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out
100%
Proportion of homes for which all required legionella risk assessments have been carried out
100%
Proportion of homes for which all required communal passenger lift safety checks have been carried out
97.7%
Read our full breakdown of results
Work that is underway
Our TSM results identified three areas which our Customers feel present as opportunities for improvement. Here is the work that is already underway in each of those areas.
Complaints
We’ve strengthened how we manage complaints, with clearer governance, better tools for our Colleagues, and a renewed focus on swift, fair resolution - so every Customer feels heard. This is part of our broader move to a more proactive, relationship-based service that puts Customers first.
Repairs
We’re transforming repairs through innovation and investment — from introducing kitchen and bathroom pods that help vulnerable Customers stay at home during essential works, to using services like iCAB to find the best alternative accommodation when major works require Customers to move out. Our focus is on delivering a faster, more reliable service, with 95% of urgent repairs now responded to within 24 hours.
Communities
We’ve taken a more targeted approach this year, focusing on the specific needs of our most vulnerable Customers and the key issues raised in previous surveys. Our regional approach means our Community Housing Managers support smaller patches, helping them build stronger, trusted relationships with Customers. Combined with new internal processes and local initiatives , we’re creating more connected, responsive Communities where every Customer knows who to turn to.
What happens next?
Our Customer’s opinion is the most important thing to us, that’s why we’ll continue to monitor our results and use them to drive improvements to our services.
Thank you for taking part in this year’s survey. We will be considering how we ask our Customers for their views in 2025 and are developing plans to make improvements and learn from the 2024 results.