Tenant Annual Report 2025
Section 3: How we are performing
The Regulator of Social Housing introduced Tenant Satisfaction Measures (TSMs) in 2023/24. Intended to improve transparency and accountability, these 22 measures track how tenants feel about the services we deliver, and how we perform in key areas.
We use an independent market research company to survey a random sample of over 1,000 tenants each year. The responses advise 12 of the TSMs, with the remaining 10 measured through management information.
Headline results (2024/25 vs 2023/24)
Tenant Satisfaction Measure | 2023/24 | 2024/25 |
Satisfaction with overall service from the landlord | 64% | 64.3% |
Satisfaction that your landlord listens to tenants' views and acts on them | 64% | 60.7% |
Satisfaction that your landlord keeps tenants informed about things that matter to them | 71% | 69.9% |
Satisfaction that your landlord treats tenants fairly and with respect | 80% | 77.8% |
Satisfaction that your home is well maintained | 66% | 65.8% |
Satisfaction with repairs service | 69% | 67.7% |
Satisfaction with time taken to complete your most recent repair | 63% | 61.8% |
Satisfaction that your home is safe | 73% | 73.6% |
Satisfaction that your landlord makes a positive contribution to the neighbourhood | 65% | 62.7% |
Satisfaction that your landlord keeps communal areas clean and well maintained | 68% | 70.6% |
Satisfaction with your landlord's approach to handling antisocial behaviour | 60% | 60.5% |
Satisfaction with your landlord's approach to handling complaints | 26% | 18.4% |
Management Information Measures | 2023/24 | 2024/25 |
Maintaining building safety Proportion of homes for which all required maintenance has been carried out: |
|
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Gas safety checks | 100% | 100% |
Fire risk assessments | 100% | 100% |
Asbestos management surveys or re-inspections | 100% | 100% |
Legionella risk assessments | 99.8% | 100% |
Communal passenger lift safety checks | 85.98% | 90.4% |
Responsive repairs |
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|
Proportion of homes that do not meet the Decent Homes Standard | 3.62% | 2.6% |
Repairs completed within target timescale: |
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Non-emergency (Routine work - 20 working days (four weeks) | 78.7% | 82.5% |
Emergency (Emergency work - 24 hours) | 95.1% | 97.4% |
Complaints Number of complaints received per 1000 homes: |
|
|
Stage 1 complaints | 23.7 | 35.2 |
Stage 2 complaints | 3.0 | 5.4 |
Number of complaints responded to within Complaint Handling Code timescales: |
|
|
Stage 1 complaints | 24.5% | 66.8% |
Stage 2 complaints | 70.4% | 83.8% |
Neighbourhood management |
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Number of antisocial behaviour cases opened per 1000 homes | 54.83 | 53.2 |
Number that involves hate incidents per 1000 homes | 1.49 | 1.1 |