About
We believe in providing great services to residents and it’s important we tell you how we’re achieving that
In April 2023, the Regulator of Social Housing (RSH) introduced 22 new measures called the Tenant Satisfaction Measures (TSMs) to help assess the quality of services social landlords provide in England.
These have been developed to provide consistency in reporting and to drive up standards in social housing across the country and publishing our results allows you to see how we’re doing and for you to hold us to account for our performance.
We measure our performance every three months against the TSMs and other measures to help us stay on track. You can see how we're performing using the tool below to compare each quarter. You'll also find our full performance reports as well as our Annual Report.
Tenant Satisfaction Measures results
Read our latest full year report to see how we're performing against the Tenant Satisfaction Measures (TSM).
Read our 2025/2026 TSM Summary of Approach. This includes details on how we collected the satisfaction results throughout the year including the sample, collection methods, sample methods and the questionnaire.
Compare how we're performing against the Tenant Satisfaction Measures (TSMs) annually and quarterly.
Overall Satisfaction
Proportion of respondents who report that they are satisfied with the overall service from their landlord
82.1%
Up from Q3 2025/26
2nd
TSM Benchmark
Quality of the Home
Proportion of respondents who report that they are satisfied that their home is well maintained
84.3%
Up from Q3 2025/26
1st
TSM Benchmark
Compliance
Proportion of respondents who report that they are satisfied that their home is safe
85.9%
Up from Q3 2025/26
1st
TSM Benchmark
Repairs
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service
85.6%
Up from Q3 2025/26
1st
TSM Benchmark
Overall Satisfaction
View Quarterly
View Annually
Showing:
Proportion of respondents who report that they are satisfied with the overall service from their landlord
2nd
100
90
80
70
60
50
40
30
20
10
0
2024/25
2025/26
83.2%
82.1%
Proportion of respondents who report that they are satisfied that their home is well maintained
1st
100
90
80
70
60
50
40
30
20
10
0
2024/25
2025/26
80.4%
84.3%
Proportion of homes that meet the Decent Homes Standard
3rd
100
90
80
70
60
50
40
30
20
10
0
2024/25
2025/26
99.0%
98.5%
More Info
2025-26: The proportion of homes that do not meet the Decent Homes Standard is 1.5%.
Proportion of homes for which all required fire risk assessments have been carried out
1st
100
90
80
70
60
50
40
30
20
10
0
2024/25
2025/26
100%
100%
Proportion of homes for which all required lift safety checks have been carried out
1st
100
90
80
70
60
50
40
30
20
10
0
2024/25
2025/26
100%
100%
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out
4th
100
90
80
70
60
50
40
30
20
10
0
2024/25
2025/26
99.99%
99.97%
Proportion of homes for which all required gas safety checks have been carried out
3rd
100
90
80
70
60
50
40
30
20
10
0
2024/25
2025/26
99.97%
99.91%
Proportion of homes for which all required legionella risk assessments have been carried out
4th
100
90
80
70
60
50
40
30
20
10
0
2024/25
2025/26
99.0%
99.85%
Proportion of respondents who report that they are satisfied that their home is safe
1st
100
90
80
70
60
50
40
30
20
10
0
2024/25
2025/26
84.3%
85.9%
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service
1st
100
90
80
70
60
50
40
30
20
10
0
2024/25
2025/26
85.0%
85.6%
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
1st
100
90
80
70
60
50
40
30
20
10
0
2024/25
2025/26
77.5%
81.8%
Proportion of non-emergency responsive repairs completed within the landlords target timescale
3rd
100
90
80
70
60
50
40
30
20
10
0
2024/25
2025/26
80.7%
85.9%
Proportion of emergency responsive repairs completed within the landlords target timescale
3rd
100
90
80
70
60
50
40
30
20
10
0
2024/25
2025/26
93.7%
94.0%
Number of stage one complaints received per 1,000 homes
2nd
1000
900
800
700
600
500
400
300
200
100
0
2024/25
2025/26
42.6
45.2
Number of stage two complaints received per 1,000 homes
1st
1000
900
800
700
600
500
400
300
200
100
0
2024/25
2025/26
2.5
5.2
Proportion of stage one complaints responded to within the Housing Ombudsmans Complaint Handling Code timescales
2nd
100
90
80
70
60
50
40
30
20
10
0
2024/25
2025/26
99.0%
98.8%
Proportion of stage two complaints responded to within the Housing Ombudsmans Complaint Handling Code timescales
3rd
100
90
80
70
60
50
40
30
20
10
0
2024/25
2025/26
100%
92.0%
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlords approach to complaint handling
1st
100
90
80
70
60
50
40
30
20
10
0
2024/25
2025/26
46.9%
47.4%
Proportion of respondents who report they are satisfied that their landlord makes a positive contribution to the neighbourhood
1st
100
90
80
70
60
50
40
30
20
10
0
2024/25
2025/26
76.2%
80.0%
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained
2nd
100
90
80
70
60
50
40
30
20
10
0
2024/25
2025/26
73.2%
74.6%
Proportion of respondents who report that they are satisfied with their landlords approach to anti-social behaviour
1st
100
90
80
70
60
50
40
30
20
10
0
2024/25
2025/26
69.7%
69.6%
Number of anti-social behaviour cases opened per 1,000 homes
2nd
1000
900
800
700
600
500
400
300
200
100
0
2024/25
2025/26
48.3
42
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes
2nd
1000
900
800
700
600
500
400
300
200
100
0
2024/25
2025/26
0.7
0.7
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them
1st
100
90
80
70
60
50
40
30
20
10
0
2024/25
2025/26
84.6%
73.5%
Proportion of respondents who report they agree their landlord treats them fairly and with respect
1st
100
90
80
70
60
50
40
30
20
10
0
2024/25
2025/26
86.7%
86.7%
Proportion of residents who report that they are satisfied that their landlord listens to views and acts upon them
1st
100
90
80
70
60
50
40
30
20
10
0
2024/25
2025/26
73.5%
84.6%
Proportion of respondents who report that they are satisfied with the overall service from their landlord
2nd
100
90
80
70
60
50
40
30
20
10
0
Q3 2025/26
Q4 2025/26
82.0%
82.1%
Proportion of respondents who report that they are satisfied that their home is well maintained
1st
100
90
80
70
60
50
40
30
20
10
0
Q3 2025/26
Q4 2025/26
84.0%
84.3%
Proportion of homes that meet the Decent Homes Standard
3rd
100
90
80
70
60
50
40
30
20
10
0
Q3 2025/26
Q4 2025/26
98.0%
98.5%
More Info
Q4 2025-26: The proportion of homes that do not meet the Decent Homes Standard is 1.5%.
Proportion of homes for which all required fire risk assessments have been carried out
1st
100
90
80
70
60
50
40
30
20
10
0
Q3 2025/26
Q4 2025/26
100%
100%
Proportion of homes for which all required lift safety checks have been carried out
1st
100
90
80
70
60
50
40
30
20
10
0
Q3 2025/26
Q4 2025/26
100%
100%
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out
4th
100
90
80
70
60
50
40
30
20
10
0
Q3 2025/26
Q4 2025/26
99.98%
99.97%
Proportion of homes for which all required gas safety checks have been carried out
3rd
100
90
80
70
60
50
40
30
20
10
0
Q3 2025/26
Q4 2025/26
99.92%
99.91%
Proportion of homes for which all required legionella risk assessments have been carried out
4th
100
90
80
70
60
50
40
30
20
10
0
Q3 2025/26
Q4 2025/26
99.73%
99.85%
Proportion of respondents who report that they are satisfied that their home is safe
1st
100
90
80
70
60
50
40
30
20
10
0
Q3 2025/26
Q4 2025/26
85.0%
85.9%
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service
1st
100
90
80
70
60
50
40
30
20
10
0
Q3 2025/26
Q4 2025/26
84.0%
85.6%
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
1st
100
90
80
70
60
50
40
30
20
10
0
Q3 2025/26
Q4 2025/26
79.0%
81.8%
Proportion of non-emergency responsive repairs completed within the landlords target timescale
3rd
100
90
80
70
60
50
40
30
20
10
0
Q3 2025/26
Q4 2025/26
79.91%
85.9%
Proportion of emergency responsive repairs completed within the landlords target timescale
3rd
100
90
80
70
60
50
40
30
20
10
0
Q3 2025/26
Q4 2025/26
94.43%
94.0%
Number of stage one complaints received per 1,000 homes
2nd
1000
900
800
700
600
500
400
300
200
100
0
Q3 2025/26
Q4 2025/26
41.31
45.2
Number of stage two complaints received per 1,000 homes
1st
1000
900
800
700
600
500
400
300
200
100
0
Q3 2025/26
Q4 2025/26
4.2
5.2
Proportion of stage one complaints responded to within the Housing Ombudsmans Complaint Handling Code timescales
2nd
100
90
80
70
60
50
40
30
20
10
0
Q3 2025/26
Q4 2025/26
98.88%
98.8%
Proportion of stage two complaints responded to within the Housing Ombudsmans Complaint Handling Code timescales
3rd
100
90
80
70
60
50
40
30
20
10
0
Q3 2025/26
Q4 2025/26
100%
92.0%
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlords approach to complaint handling
1st
100
90
80
70
60
50
40
30
20
10
0
Q3 2025/26
Q4 2025/26
47.0%
47.4%
Proportion of respondents who report they are satisfied that their landlord makes a positive contribution to the neighbourhood
1st
100
90
80
70
60
50
40
30
20
10
0
Q3 2025/26
Q4 2025/26
80.0%
80.0%
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained
2nd
100
90
80
70
60
50
40
30
20
10
0
Q3 2025/26
Q4 2025/26
75.0%
74.6%
Proportion of respondents who report that they are satisfied with their landlords approach to anti-social behaviour
1st
100
90
80
70
60
50
40
30
20
10
0
Q3 2025/26
Q4 2025/26
71.0%
69.6%
Number of anti-social behaviour cases opened per 1,000 homes
2nd
1000
900
800
700
600
500
400
300
200
100
0
Q3 2025/26
Q4 2025/26
44.34
42
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes
2nd
1000
900
800
700
600
500
400
300
200
100
0
Q3 2025/26
Q4 2025/26
0.61
0.7
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them
1st
100
90
80
70
60
50
40
30
20
10
0
Q3 2025/26
Q4 2025/26
84.0%
73.5%
Proportion of respondents who report they agree their landlord treats them fairly and with respect
1st
100
90
80
70
60
50
40
30
20
10
0
Q3 2025/26
Q4 2025/26
87.0%
86.7%
Proportion of residents who report that they are satisfied that their landlord listens to views and acts upon them
1st
100
90
80
70
60
50
40
30
20
10
0
Q3 2025/26
Q4 2025/26
75.0%
84.6%
Overall Satisfaction Action Plan
Everything we are prioritising comes directly from what residents have told us through this year's Tenant Satisfaction Measures survey, complaints, and day-to-day contact with our residents.
We use this feedback alongside our performance data to understand what needs to change, take action to improve services and track whether those changes are making a difference. We reguarly review progress, including through the Customer Focus Committee, to make sure improvements are sustained and focused on what matters most to residents.
This includes:
- Repairs
- Complaints
- Anti-social behaviour (ASB)
- How we will keep you informed
Quality of the Home Action Plan
No actions to be taken.
Compliance Action Plan
No actions to be taken.
Repairs Action Plan
What you told us
Residents told us that while many repairs are completed successfully, there are still concerns about:
- How long some repairs take
- Missed or changed appointments
- Lack of clear communication when things don’t go to plan
What we are doing
We are improving how we deliver repairs by:
- Making better use of repair data to plan and schedule work more effectively
- Ensuring operatives have the right information and materials before they visit
- Improving how we manage appointments so that they are kept as planned
- Focusing on getting repairs completed right first time
What you will see
- Repairs completed more quickly and with fewer repeat visits
- More appointments kept as planned
- Clearer and more timely communicationif anything changes
Complaints and Complaint Handling Action Plan
What you told us
Residents told us that when things go wrong, it is important to:
- Feel listened to
- Have clear and consistent communication
- Know who is handling their complaint and what will happen next
What we are doing
- We are strengthening our complaints service by:
- Making it clearer and easier to raise a complaint
- Providing a named contact to manage each complaint from start to finish
- Improving communication at every stage of the process
- Using complaint data to identify recurring issues and drive wider service improvements
What you will see
- Clearer, more consistent communication throughout your complaint
- A single point of contact where possible
- Visible improvements to services basedon common issues raised by residents
Neighbourhood Management Action Plan
Anti-social behaviour (ASB)
What you told us
Residents told us they want:
- More confidence that concerns will be taken seriously
- Clearer information on what will happen when they report ASB
- A consistent approach across all neighbourhoods
What we are doing
We are improving our response to anti-social behaviour by:
- Making it easier to report concerns
- Introducing more consistent ways of working across neighbourhood teams
- Improving how we communicate actions and outcomes
- Increasing our presence in communities and working more closely with partner organisations
What you will see
- Clearer expectations about how cases will be handled
- More consistent responses across all areas
- Earlier intervention to prevent issues from escalating
Listening and Respect Action Plan
How we will keep improving
We will continue to:
- Listen to residents through surveys, complaints and ongoing engagement
- Act on what you tell us by making targeted service improvements
- Review our performance regularly to understand what is working
- Report back so you can see how your feedback is shaping our services and the difference it is making
- Progress is reviewed every three months by the Customer Focus Committee, which includes resident Board members and coopted residents, helping to ensure that our actions remain focused on what matters most to residents.
Our quarterly performance reports
These reports highlight our performance every three months against the TSMs and other measures.
