Housing performance
Contents
- Annual Complaints and Service Improvement report
- Complaint Handling Code - Self-assessment
- Tenant Satisfaction Measures in 2024/25
- Tenant Satisfaction Measures in 2023/24
Tenant Satisfaction Measures in 2024/25
We collect information required by the Regulator of Social Housing to help them monitor how well social landlords are doing in providing good quality homes and services to their tenants.
There are 22 different Tenant Satisfaction Measures (TSMs):
- 10 are based on management information we record and monitor within our service
- 12 are collected through a tenant perception survey which was undertaken in both January 2024 and January 2025
They help show our performance in areas important to tenants (including repairs and building safety) and help to identify areas where we need to improve.
Satisfaction survey TSMs
| Reference | TSM | Year end 2023/24 | Year end 2024/25 |
|---|---|---|---|
| TP01 | Proportion of respondents who report that they are satisfied with the overall service from their landlord. | 60.6% | 67% |
| TP02 | Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service. | 61.5% | 72.2% |
| TP03 | 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. | 54.8% | 65.1% |
| TP04 | Proportion of respondents who report that they are satisfied that their home is well maintained. | 58.5% | 63% |
| TP05 | Proportion of respondents who report that they are satisfied that their home is safe. | 65.1% | 74.6% |
| TP06 | Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. | 44.8% | 56.2% |
| TP07 | Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. | 53.5% | 68.4% |
| TP08 | Proportion of respondents who report that they agree their landlord treats them fairly and with respect. | 59.8% | 76.2% |
| TP09 | Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling. | 25.8% | 34.2% |
| TP10 | Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. | 60.5% | 71% |
| TP11 | Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. | 47.3% | 67.9% |
| TP12 | Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour. | 45.4% | 66.4% |
Management information TSMs
| Reference | TSM | Year end 2023/24 | Year end 2024/25 |
| BS01 | Proportion of homes for which all required gas safety checks have been carried out. | 99.8% | 99.8% |
| BS02 | Proportion of homes for which all required fire risk assessments have been carried out. | 96.3% | 100% |
| BS03 | Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. | 52.7% | 100% |
| BS04 | Proportion of homes for which all required legionella risk assessments have been carried out. | 45.5% | 90.2% |
| BS05 | Proportion of homes for which all required communal passenger lift safety checks have been carried out. | 100% | 100% |
| NM01 (1) | Number of anti-social behaviour cases, opened per 1,000 homes. | 23.7 | 27.7 |
| NM01 (2) | Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes | 0 | 0.9 |
| RP01 | Proportion of homes that do not meet the Decent Homes Standard | 20.5% | 14.6% |
| RP02 (1) | Proportion of non-emergency responsive repairs completed within the landlord’s target timescale (30 working days) | 82.6% | 59.9% |
| RP02 (2) | Proportion of emergency responsive repairs completed within the landlord’s target timescale (24 hours) | 99% | 98.9% |
| CH01 (1) | Number of stage one complaints received per 1,000 homes. | 36 | 46.3 |
| CH01 (2) | Number of stage two complaints received per 1,000 homes. | 1.8 | 3.5 |
| CH02 (1) | Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 20.9% | 40.4% |
| CH02 (2) | Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 20% | 17.9% |
Approach summary
The Regulator of Social Housing has clear guidance on how the TSMs need to be calculated.
The following document provides a summary of our approach to how we surveyed our tenants to collect the 12 measures relating to satisfaction with our services as landlord:
Last updated 14 July 2025