The Tenant Satisfaction Measures (TSMs) are a set of 22 measures set out by our regulator.
They help our customers and partners see how well our services are performing with:
- Keeping properties in good repair
- Maintaining building safety
- Respectful and helpful engagement
- Effective handling of complaints
- Responsible neighbourhood management
They're also part of our Consumer Regulations. If you're one of our customers, you can use this information to hold us to account - find out how to do this here. All landlords with more than 1,000 homes, like us, will publish their TSM results.
The TSMs include:
- 12 questions that we ask our customers about how they feel about our services.
- 10 checks based on information we monitor.
Thank you to all those customers who took part in our survey last year (2024-25) to help us build the results below.
Our TSM results for 2024-25
Tenant perception scores (tenants only) |
|
TP01 - Proportion of respondents who report that they are satisfied with the overall service from their landlord. | 84.7% |
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. | 84% |
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. | 85.3% |
TP04 - Proportion of respondents who report that they are satisfied that their home is well maintained. | 83% |
TP05 - Proportion of respondents who report that they are satisfied that their home is safe. | 83.8% |
TP06 - Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. | 70.3% |
TP07 - Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. | 81.5% |
TP08 - Proportion of respondents who report that they agree their landlord treats them fairly and with respect. | 87.7% |
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. | 44.7% |
TP10 - Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. | 70.4% |
TP11 - Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. | 75.3% |
TP12 - Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour. | 69.3% |
Building safety (tenants and shared owners) |
|
BS01 - Proportion of homes for which all required gas safety checks have been carried out. | 100.0% |
BS02 - Proportion of homes for which all required fire risk assessments have been carried out. | 100.0% |
BS03 - Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. | 99.6% |
BS04 - Proportion of homes for which all required legionella risk assessments have been carried out. | 98.8% |
BS05 - Proportion of homes for which all required communal passenger lift safety checks have been carried out. | 98.9% |
Neighbourhoods - anti-social behaviour (tenants and shared owners) |
|
NM01 (1) - Number of anti-social behaviour cases opened per 1,000 homes. |
41.6 per 1,000 homes |
NM01 (2) - Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes. |
1.2 per 1,000 homes |
Home maintenance - repairs and Decent Homes Standards (tenants only) |
|
RP01 - Proportion of homes that do not meet the Decent Homes Standard. |
0.5% |
RP02 (1) - Proportion of non-emergency responsive repairs completed within the landlord’s target timescale. |
84% |
RP02 (2) - Proportion of emergency responsive repairs completed within the landlord’s target timescale. |
96.3% |
Complaints (tenants only) |
|
CH01 (1) - Number of stage one complaints received per 1,000 homes. |
80.8 per 1,000 homes |
CH01 (2) - Number of stage two complaints received per 1,000 homes. |
10 per 1,000 homes |
CH02 (1) - Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. |
97.1% |
CH02 (2) - Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. |
95.6% |