The Tenant Satisfaction Measures (TSM) introduced by the Regulator of Social Housing are a helpful way for us to gain the views of our Customers so that we can drive positive change.
This year, we moved from primarily collecting Customer feedback through telephone surveys to a more inclusive digital approach. We did this for two reasons: to collect more true and honest Customer feedback, and to ensure we offered a voice to those who are typically harder to reach or more vulnerable.
We had anticipated that this change would result in lower scores by widening our reach to hear from more Customers, not just those who were most likely to engage with us on the telephone. This is the true purpose of the TSM, it was important to us to hear what we can improve from a wider selection of Customers.
That said, we recognise that this year’s TSM scores tell us that we have much more to do. We don’t see them as a ‘tick-box’ exercise, but as valuable feedback that highlights areas where we need to do better for our Customers and Communities.
We now have a clear and representative understanding of our Customer views which will shape our priorities for the year ahead and beyond. We know that meaningful change takes time, but the depth and breadth of the feedback received will play a vital role in driving improvements for all Customers. We’re confident we’re on the right path to delivering lasting, Customer-led change. We’re making changes but we know we have much more to do.
Rachel Crownshaw, Group Managing Director of Communities
What are Tenant Satisfaction Measures?
The Tenant Satisfaction Measures (TSM) are a comprehensive set of performance measures that all housing providers in England must report on every year, covering a wide range of topics including repair wait times, complaints handling and anti-social behaviour (ASB). These reports combine business performance data with Customer survey results.
The measures assess the quality of housing and services provided, empowering Customers with visibility into how we’re performing compared to sector standards.
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 to make sure we heard from a representative sample; only households who have opted out of surveys were excluded.
Our survey ran from September to November 2025. We collected 4,855 responses - 70% digitally and 30% over the telephone. This provided a strong, statistically valid base for understanding what matters most to People across our diverse Communities.
We want to thank all our Customers who took the time to contribute to our TSM survey. Below are the results, which cover the financial year from April 2025 to March 2026.
We have provided the overall results and, where required, have also split the results into Low Cost Rental Accommodation (LCRA) and Low Cost Home Ownership (LCHO).
Target timescales used to generate repairs and complaints TSMs:
- Emergency repairs: 24 hours
- Non-Emergency Repairs: 5 calendar days, 10 working days or 28 calendar days, depending on the work required.
Overall satisfaction
42%
(LCRA: 45.3% and LCHO: 27.2%)
Building quality and safety
Satisfaction their home is well maintained: 45.1%
Satisfaction their home is safe: 52.4%
(LCRA: 53.7% and LCHO: 45.7%)
Responsive repairs
Satisfaction with the repairs service: 50.8%
Satisfaction with time taken to complete repairs: 44.3%
Complaints and anti-social behaviour handling
Satisfaction with complaints handling: 14.6%
(LCRA: 16.1% and LCHO: 9.1%)
Satisfaction with anti-social behaviour case-handling: 36%
(LCRA: 38.7% and LCHO: 21.2%)
Neighbourhoods and communal areas
Satisfaction with the cleanliness and maintenance of communal areas: 45%
(LCRA: 48.8% and LCHO: 29.5%)
Satisfaction with the landlord’s contribution to their neighbourhood: 33.3%
(LCRA: 36.4% and LCHO: 19.4%)
Communication and respect
Listening to Customer views and acting: 34.3%
(LCRA: 36.8% and LCHO: 23.1%)
Keeping Customers informed: 40.6%
(LCRA: 43.5% and LCHO: 28%)
Treating Customers fairly and respectfully: 48.6%
(LCRA: 53% and LCHO: 29.6%)
Number of stage one complaints received per 1,000 homes
31
(LCRA: 41.3 and LCHO: 20.7)
Number of stage two complaints received per 1,000 homes
12.9
(LCRA: 14.7 and LCHO: 11.2)
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
83.4%
(LCRA: 79.2% and LCHO: 87.7%)
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
73.2%
(LCRA: 66.7% and LCHO: 79.7%)
Number of anti-social behaviour cases, opened per 1,000 homes
76.3
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes
0.9
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale
64.6%
Proportion of emergency responsive repairs completed within the landlord’s target timescale
86.1%
Proportion of homes that do not meet the Decent Homes Standard
1.4%
Proportion of homes for which all required gas safety checks have been carried out
98.2%
Proportion of homes for which all required fire risk assessments have been carried out
98.7%
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out
94.4%
Proportion of homes for which all required legionella risk assessments have been carried out
99.8%
Proportion of homes for which all required communal passenger lift safety checks have been carried out
95.8%
Read our full breakdown of results
Keeping in touch with you
We’re now strengthening how we act on what you tell us. This means making sure feedback is clearly recorded, followed up, and turned into action, with a stronger focus on ensuring issues don’t get lost and are seen through to resolution.
Alongside this, we are improving how we communicate between our Keeping in Touch visits, with clearer and more consistent updates so you know what’s happening and what to expect so you can see how your feedback is being acted on.
Repairing your home
Following the introduction of Awaab’s Law under the Social Housing Regulation Act in October 2025, we acted quickly to make sure we were meeting our new legal responsibilities and continuing to provide the service our Customers expect.
As a result, 95% of emergency repairs were completed within 24 hours, rising to 96% in March 2026 — an improvement we’re proud to see as we continue to strengthen our service.
We’re also making repairs simpler and improving the way Customers manage appointments, creating a more straightforward and convenient experience. At the same time, we’re giving our operatives better tools and information so they can resolve issues right first time wherever possible.
Recruitment is also underway for 140 new roles to strengthen our repairs
team and help reduce the backlog of work, so we can deliver a faster, more reliable service for Customers.
Investing in your home
We exist to provide Places and Communities which are safe and welcoming, and that means reinvesting into new and existing homes.
We use a range of approaches to better understand our homes and Customers, helping us stay ahead of risks and opportunities so we can act earlier. Our new Knowing Our Homes policy also strengthens compliance with current and future regulations. Together, these insights help us to prioritise investment effectively and tackle issues before they grow.
To give our Customers an even better experience, we’ve refreshed the way we replace key components in the home - starting with kitchens. Instead of using multi‑trade teams, we’re introducing specially trained operatives who can complete the work more smoothly and efficiently. This means a quicker turnaround, and a better overall experience for our Customers.
What happens next?
Your voice matters to our Communities
We take part in the TSM survey every year as an important way to understand how we’re performing and where we can improve. If you’re invited to take part, we’d encourage you to do so – your feedback helps shape the services we provide. We listen carefully to what you tell us and use your insights to learn, improve and take action, helping us deliver better outcomes for our Customers and Communities.