22 Tenant Satisfaction Measures and annual report
Annual report for tenants
The annual report sets out how we, as a landlord, are performing.
It includes 22 measures that the regulator of social housing has asked us to collect and report on. These are called the tenant satisfaction measures. We must provide this information to the regulator annually and publish it in a way that is timely, clear, and easily accessible to tenants.
This will help the regulator of social housing and our tenants hold us to account.
View or download annual report for 2024 to 2025 (PDF)
View or download accessible version of annual report for 2024 to 2025 (PDF)
View or download annual report for 2023 to 2024 (PDF)
View or download accessible version of annual report for 2023 to 2024 (PDF)
View or download annual report for 2022 to 2023 (PDF)
View or download accessible version of annual report for 2022 to 2023 (PDF)
22 Tenant Satisfaction Measures
The tenant satisfaction measures (TSMs) have been created by the government to make it simple to rate how well social landlords are doing. As your landlord, we need to report to the Regulator for Social Housing on the 22 standards, each of which are listed below. Evidence will be gathered from reporting and, most importantly, your feedback.
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TP01: Overall satisfaction: 60.9%
Proportion of respondents who report that they are satisfied with the overall service from their landlord. -
TP02: Satisfaction with repairs: 65.9%
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service. -
TP03: Satisfaction with time taken to complete most recent repair: 63.3%
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 -
TP04: Satisfaction that the home is well-maintained:
60.8%
Proportion of respondents who report that they are satisfied that their home is well maintained. -
TP05: Satisfaction that the home is safe: 65.2%
Proportion of respondents who report that they are satisfied that their home is safe. -
TP06: Satisfaction that the landlord listens to tenant views and acts upon them: 51.4%
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. -
TP07: Satisfaction that the landlord keeps tenants informed about things that matter to them: 66%
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. -
TP08: Agreement that the landlord treats tenants fairly and with respect: 70.8%
Proportion of respondents who report that they agree their landlord treats them fairly and with respect. -
TP09: Satisfaction with the landlord’s approach to handling complaints: 31.2%
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling. -
TP10: Satisfaction that the landlord keeps communal areas clean and well-maintained: 66%
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. -
TP11: Satisfaction that the landlord makes a positive contribution to neighbourhoods: 60%
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. -
TP12: Satisfaction with the landlord’s approach to handling anti-social behaviour: 53.8%
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour.
The following figures were not collected by the survey. The data has come from our own management information systems -
CH01: Complaints relative to the size of the landlord: 56.3
CH01 (2): Number of stage one complaints received per 1,000 homes: 9 -
CH02: Complaints responded to within Complaint Handling Code timescales: 40.4%
CH02 (2): Number of stage two complaints received per 1,000 homes: 76.5% -
NM01: Anti-social behaviour (ASB) cases relative to the size of the landlord: 8.1
NM01 (2): Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes: 0 -
RP01: Homes that do not meet the Decent Homes Standard: 13.4%
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RP02: Non-emergency repairs completed within target timescale: 40.2%
RP02 (2): Emergency repairs completed within target timescale: 83.5%
(24 hours for emergency repairs and 20 days for non-emergency repairs) -
BS01: Gas safety checks: 99.8%
Proportion of homes for which all required gas safety checks have been carried out. -
BS02: Fire safety checks: 96.9%
Proportion of homes for which all required fire risk assessments have been carried out. -
BS03: Asbestos safety checks: 100%
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. -
BS04: Water safety checks: 100%
Proportion of homes for which all required legionella risk assessments have been carried out. -
BS05: Lift safety checks: 100%
Proportion of homes for which all required communal passenger lift safety checks have been carried out.
Find out more about the TSMs, including how landlords will be assessed and audited.
Summary of survey approach
This year, we changed the way we collected information for the survey. Last year (2023/24) the independent company that took the survey collected 52% responses by phone – the rest was by post or online. In 2024/25 we had a different survey company that collected 80% of responses by phone – the rest were online.
Study shows that tenants are more likely to respond to a survey by phone. They are also more likely to be satisfied than those who have answered online. It is important that we are honest about how we collect the information as this can affect the results.
The method we used this year will be used in 2025/26 to ensure we have the same approach each year.
View or download the 2024-25 summary of survey approach (PDF) to find out how we gathered the information for our tenants survey 2024 to 2025 in line with the Tenant Satisfaction Measures. This includes the survey used.