Tenant satisfaction measures
Tenant satisfaction measures (TSMs) were introduced by the Regulator of Social Housing and are comprised of tenant perception measures (TPMs) and management information (MI) measures. These measures are intended to enable tenants to scrutinise landlords, hold them accountable and provide information to the Regulator on whether landlords are meeting the regulatory standards.
As a social housing landlord, the Council is required to complete a tenant perception survey every year, and to submit the results to the Regulator for inspection.
The Council has already completed two tenant perception surveys, one in 2023 and another more recently in 2024. For transparency, we have published both sets of results below. The results were also published in the tenant newsletters. Our 2025 survey is expected to open again in the summer.
For more infomation about how we approached the survey, please see our summaries of approach section.
Results from the survey
These are the results from the surveys in 2023 and 2024.
| Code |
Tenant satisfaction measure |
2023 |
2024 |
| TP01 |
Proportion of respondents who report that they are satisfied with the overall service from their landlord. |
68.1% |
77.3% |
| 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. |
72.8% |
78.7% |
| TP03 |
Proportion of respondents who have received in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair. |
57.7% |
65.9% |
| TP04 |
Proportion of respondents who report that they are satisfied that their home is well maintained. |
64.4% |
74.5% |
| TP05 |
Proportion of respondents who report that they are satisfied that their home is safe. |
69.0% |
80.8% |
| TP06 |
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. |
50.1% |
58.8% |
| TP07 |
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. |
57.2% |
64.3% |
| TP08 |
Proportion of respondents who report that they agree their landlord treats them fairly and with respect. |
68.7% |
78.0% |
| 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. |
34.3% |
48.3% |
| TP10 |
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. |
55.2% |
59.6% |
| TP11 |
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. |
47.8% |
51.1% |
| TP12 |
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour. |
40.1% |
48.0% |
Results submitted to the Regulator
The results we submit to the Regulator can be slightly different to the overall end results received from tenants. The reason for the difference is that some questions are only asked if a tenant has answered a previous question in a certain way. For these questions, we are asked by the Regulator to only provide a percentage of the figure for tenants who responded to the question, and not to count those tenants who did not respond.
For clairty and consistency, we will only publich the results submitted to the Regulator going forward.
| Code |
Tenant satisfaction measure |
2023 |
2024 |
| TP01 |
Proportion of respondents who report that they are satisfied with the overall service from their landlord. |
68.0% |
TBC |
| 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. |
72.8% |
TBC |
| TP03 |
Proportion of respondents who have received in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair. |
68.7% |
TBC |
| TP04 |
Proportion of respondents who report that they are satisfied that their home is well maintained. |
64.4% |
TBC |
| TP05 |
Proportion of respondents who report that they are satisfied that their home is safe. |
70.2% |
TBC |
| TP06 |
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. |
53.9% |
TBC |
| TP07 |
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. |
59.5% |
TBC |
| TP08 |
Proportion of respondents who report that they agree their landlord treats them fairly and with respect. |
71.1% |
TBC |
| 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. |
34.2% |
TBC |
| TP10 |
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. |
55.2% |
TBC |
| TP11 |
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. |
51.2% |
TBC |
| TP12 |
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour. |
49.3% |
TBC |
Building safety
|
Code
|
Tenant satisfaction measure
|
2023
|
2024
|
|
BS01
|
Proportion of homes for which all required gas safety checks have been carried out.
|
100.0%
|
TBC
|
|
BS02
|
Proportion of homes for which all required fire risk assessments have been carried out.
|
95.4%
|
TBC
|
|
BS03
|
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.
|
99.5%
|
TBC
|
|
BS04
|
Proportion of homes for which all required legionella risk assessments have been carried out.
|
100.0%
|
TBC
|
|
BS05
|
Proportion of homes for which all required communal passenger lift safety checks have been carried out.
|
100.0%
|
TBC
|
Anti-social behaviour
|
Code
|
Tenant satisfaction measure
|
2023
|
2024
|
|
NM01 (pt1)
|
Number of anti-social behaviour cases opened per 1,000 homes
|
49.8
|
TBC
|
|
NM02 (pt2)
|
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes.
|
1.4
|
TBC
|
Decent homes standard and repairs
|
Code
|
Tenant satisfaction measure
|
2023
|
2024
|
|
RP01
|
Proportion of homes that do not meet the Decent Homes Standard.
|
3.9%
|
TBC
|
|
RP02 (1)
|
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale.
|
67.3%
|
TBC
|
|
Rp02 (2)
|
Proportion of emergency responsive repairs completed within the landlord’s target timescale.
|
95.3%
|
TBC
|
Complaints
|
Code
|
Tenant satisfaction measure
|
2023
|
2024
|
|
CH01(1)
|
Number of stage one complaints received per 1,000 homes.
|
27.7
|
TBC
|
|
CH01(2)
|
Number of stage two complaints received per 1,000 homes.
|
4.1
|
TBC
|
|
CH02(1)
|
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
|
89.3%
|
TBC
|
|
CH02(2)
|
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
|
100.0%
|
TBC
|
Summaries of approach
Summaries of approach tell you how we approached and conducted each tenant survey. The summaries cover key asepcts such as how the surveys were designed, the methods of distribution and collection, when the surveys were opened and for how long, how we analyse and report on the results and from the results what actions we should take to imporve future surveys and the housing service as a whole.
Webpage last updated: 20 March 2025