Tenant satisfaction measures
The Regulator of Social Housing
The Regulator of Social Housing has created a new set of tenant satisfaction measures (TSMs) for assessing how well all social housing landlords, both council and housing associations, are doing at providing good quality homes and services.
The 12 measures look at six 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.
Collecting information
We collect this data from a yearly tenant satisfaction survey and from our management data.
We will carry out a tenant satisfaction survey every year, asking tenants what they think about their home and the housing services we provide.
The results from these surveys will be 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
Crawley Homes’ Tenant Satisfaction Measures
The results
Overall satisfaction with the service
TSM number
Tenant Satisfaction Measure
2024 Performance (%)
2025 Performance (%)
How collected
Average TSM results (median landlord) 2025 (comparison data) (%)
TSM number:
TP01
Tenant Satisfaction Measure:
Proportion of respondents who report that they are satisfied with the overall service from their landlord
2024 Performance (%):
74.2
2025 Performance (%):
72.8
How collected:
Tenant survey
Average TSM results (median landlord) 2025 (comparison data) (%):
71.8
Keeping properties in good repair
TSM number
Tenant Satisfaction Measure
Performance (%)
2025 Performance (%)
How collected
Average TSM results (median landlord) 2025 (comparison data) (%)
TSM number:
TP02
Tenant Satisfaction Measure:
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service
Performance (%):
76.9
2025 Performance (%):
76.3
How collected:
Tenant survey
Average TSM results (median landlord) 2025 (comparison data) (%):
73.6
TSM number:
TP03
Tenant Satisfaction Measure:
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
Performance (%):
74.9
2025 Performance (%):
75.4
How collected:
Tenant survey
Average TSM results (median landlord) 2025 (comparison data) (%):
69.5
TSM number:
TP04
Tenant Satisfaction Measure:
Proportion of respondents who report that they are satisfied that their home is well maintained
Performance (%):
71.6
2025 Performance (%):
71.4
How collected:
Tenant survey
Average TSM results (median landlord) 2025 (comparison data) (%):
71.9
TSM number:
RP01
Tenant Satisfaction Measure:
Proportion of homes that do not meet the Decent Homes Standard
Performance (%):
3.7
2025 Performance (%):
2.5
How collected:
Management information
Average TSM results (median landlord) 2025 (comparison data) (%):
0.5
TSM number:
RP02 (1)
Tenant Satisfaction Measure:
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale
Performance (%):
92.2
2025 Performance (%):
91.1
How collected:
Management information
Average TSM results (median landlord) 2025 (comparison data) (%):
82.5
TSM number:
RP02 (2)
Tenant Satisfaction Measure:
Proportion of emergency responsive repairs completed within the landlord’s target timescale
Performance (%):
93.1
2025 Performance (%):
88.0
How collected:
Management information
Average TSM results (median landlord) 2025 (comparison data) (%):
94.9
Repair timescales
Priority 1 and Priority 2: Emergency repairs
- Priority 1 within 4 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 7 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.
Maintaining building safety
TSM number
Tenant Satisfaction Measure
Performance (%)
2025 Performance (%)
How collected
Average TSM results (median landlord) 2025 (comparison data) (%)
TSM number:
TP05
Tenant Satisfaction Measure:
Proportion of respondents who report that they are satisfied that their home is safe
Performance (%):
73.9
2025 Performance (%):
73.5
How collected:
Tenant survey
Average TSM results (median landlord) 2025 (comparison data) (%):
77.6
TSM number:
BS01
Tenant Satisfaction Measure:
Proportion of homes for which all required gas safety checks have been carried out
Performance (%):
100.0
2025 Performance (%):
100.0
How collected:
Management information
Average TSM results (median landlord) 2025 (comparison data) (%):
99.9
TSM number:
BS02
Tenant Satisfaction Measure:
Proportion of homes for which all required fire risk assessments have been carried out
Performance (%):
100.0
2025 Performance (%):
100.0
How collected:
Management information
Average TSM results (median landlord) 2025 (comparison data) (%):
100.0
TSM number:
BS03
Tenant Satisfaction Measure:
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out
Performance (%):
100.0
2025 Performance (%):
100.0
How collected:
Management information
Average TSM results (median landlord) 2025 (comparison data) (%):
100.0
TSM number:
BS04
Tenant Satisfaction Measure:
Proportion of homes for which all required legionella risk assessments have been carried out
Performance (%):
100.0
2025 Performance (%):
51.4
How collected:
Management information
Average TSM results (median landlord) 2025 (comparison data) (%):
100.0
TSM number:
BS05
Tenant Satisfaction Measure:
Proportion of homes for which all required communal passenger lift safety checks have been carried out
Performance (%):
100.0
2025 Performance (%):
100.0
How collected:
Management information
Average TSM results (median landlord) 2025 (comparison data) (%):
100.0
Respectful and helpful engagement
TSM number
Tenant Satisfaction Measure
Performance (%)
2025 Performance (%)
How collected
Average TSM results (median landlord) 2025 (comparison data) (%)
TSM number:
TP06
Tenant Satisfaction Measure:
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them
Performance (%):
60.7
2025 Performance (%):
59.6
How collected:
Tenant survey
Average TSM results (median landlord) 2025 (comparison data) (%):
61.6
TSM number:
TP07
Tenant Satisfaction Measure:
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them
Performance (%):
67.9
2025 Performance (%):
65.8
How collected:
Tenant survey
Average TSM results (median landlord) 2025 (comparison data) (%):
72.0
TSM number:
TP08
Tenant Satisfaction Measure:
Proportion of respondents who report that they agree their landlord treats them fairly and with respect
Performance (%):
76.2
2025 Performance (%):
72.5
How collected:
Tenant survey
Average TSM results (median landlord) 2025 (comparison data) (%):
77.9
Effective handling of complaints
TSM number
Tenant Satisfaction Measure
Performance (%)
2025 Performance (%)
How collected
Average TSM results (median landlord) 2025 (comparison data) (%)
TSM number:
TP09
Tenant Satisfaction Measure:
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling
Performance (%):
35.2
2025 Performance (%):
34.6
How collected:
Tenant survey
Average TSM results (median landlord) 2025 (comparison data) (%):
35.5
TSM number:
CH01 (1)
Tenant Satisfaction Measure:
Stage one complaints: number of stage one complaints (per 1,000 homes) made by tenants in the relevant stock type during the reporting year
Performance (%):
40.3
2025 Performance (%):
37.8
How collected:
Management information
Average TSM results (median landlord) 2025 (comparison data) (%):
53.5
TSM number:
CH01 (2)
Tenant Satisfaction Measure:
Stage two complaints: number of stage two complaints (per 1,000 homes) made by tenants in the relevant stock type during the reporting year
Performance (%):
4.9
2025 Performance (%):
6.4
How collected:
Management information
Average TSM results (median landlord) 2025 (comparison data) (%):
8.3
TSM number:
CH02 (1)
Tenant Satisfaction Measure:
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
Performance (%):
49.4
2025 Performance (%):
79.8
How collected:
Management information
Average TSM results (median landlord) 2025 (comparison data) (%):
89.9
TSM number:
CH02 (2)
Tenant Satisfaction Measure:
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
Performance (%):
92.5
2025 Performance (%):
86.5
How collected:
Management information
Average TSM results (median landlord) 2025 (comparison data) (%):
86.0
Responsible neighbourhood management
TSM number
Tenant Satisfaction Measure
Performance
2025 Performance (%)
How collected
Average TSM results (median landlord) 2025 (comparison data) (%)
TSM number:
TP10
Tenant Satisfaction Measure:
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained
Performance:
65.4 %
2025 Performance (%):
65.8
How collected:
Tenant survey
Average TSM results (median landlord) 2025 (comparison data) (%):
66.7
TSM number:
TP11
Tenant Satisfaction Measure:
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood
Performance:
63.7 %
2025 Performance (%):
59.6
How collected:
Tenant survey
Average TSM results (median landlord) 2025 (comparison data) (%):
64.6
TSM number:
TP12
Tenant Satisfaction Measure:
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour
Performance:
55.3 %
2025 Performance (%):
54.5
How collected:
Tenant survey
Average TSM results (median landlord) 2025 (comparison data) (%):
59.5
TSM number:
NM01 (1)
Tenant Satisfaction Measure:
Number of anti-social behaviour cases, opened per 1,000 homes
Performance:
58.3 cases
2025 Performance (%):
73.1 cases
How collected:
Management information
Average TSM results (median landlord) 2025 (comparison data) (%):
36.0
TSM number:
NM01 (2)
Tenant Satisfaction Measure:
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes
Performance:
0.5 cases
2025 Performance (%):
0.2 cases
How collected:
Management information
Average TSM results (median landlord) 2025 (comparison data) (%):
0.7
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 at the tenant conference in September.