Tenant satisfaction measures

The tenant satisfaction measures (TSMs) are one way the Regulator of Social Housing assesses how well all social housing landlords, both council and housing associations, are doing at providing good quality homes and services. 

The measures look at six broad areas: 

• overall satisfaction with the service
• keeping properties in good repair
• maintaining building safety
• respectful and helpful engagement
• effective handling of complaints
• responsible neighbourhood management

These measures are one part of how we monitor our performance.

This data comes from an annual tenant satisfaction survey and from our management data.

This survey asks tenants what they think about their home and the housing services we provide.

The results from this survey is reported to the Regulator of Social Housing (RSH) and will help us to understand where our service may need improving.

As well as the survey, some TSMs are generated from our management information.

TSMs from both the survey and the management data form a core set of performance measures which we must publish as well as submit to the RSH.

This will provide tenants with greater transparency about our performance and inform the regulator about how we are complying with consumer standards.

Our tenant satisfaction survey for 2025 to 2026 was carried out for us by Acuity research, but during the year we also completed a similar survey with more tenants. Although our survey doesn’t contribute to the data for the regulator, it does provide us with more information. We’ll be using the results from both of them to look at where we may need to improve the service.

Below are the results of our tenant satisfaction measures:

Priority 1 and priority 2: emergency repairs

• priority 1 within four hours - emergency repairs, presenting an immediate risk to health and safety, further detrimental damage to property, or a security risk
• priority 2 within 24 hours - these include partial loss of power, electrical fittings (where there is no immediate danger), partial loss of water supply, blocked or leaking, soil stack or toilet pan (where no other toilet in property

Priority 3 and priority 4: non-emergency repairs

• priority 3 within seven calendar days - non-emergency repairs requiring priority attention such as gas repairs and repairs posing a non-emergency risk. It also includes hazards that pose a significant risk to the health or safety of the actual resident of the dwelling. If a surveyor inspection is needed before works can start, we will ensure works start within seven days after the inspection
• priority 4 within 28 calendar days - routine repairs such as maintenance tasks that are not new installations, and minor repairs including decorations and plaster work

More information on timescales is available in this extract from the Repairs and Maintenance policy.

We continue to look at how well we are doing and what these results mean for us.

We will also be discussing these with tenants on our Tenant and Leaseholder Action Panel, with the Landlord Assurance Board and at the next tenant conference.

More information on the regulator's analysis of the 2024 to 2025 TSM results can be found on the GOV.UK website.

The tenant perception satisfaction measures we have published here are based upon the tenant satisfaction measures survey that was conducted for us by Acuity Research and Practice between October 2025 and March 2026.

You can read the summary of approach 2025 to 2026 produced by Acuity in Issuu. This includes the questions used.

This summary show the approach used and the number of responses our published tenant satisfaction perception measures are based upon. This also shows how representative the respondents were of the relevant tenant population, by neighbourhood lived in, age, property size and type, length of tenancy and ethnic origin.

You can read the full TSM survey report from Acuity on Issuu.