How our tenants think we're doing
Find out about Tenant Satisfaction Measures (TSMs) that tell us how residents whose homes or buildings we manage rate our performance and how well we are doing based on yearly survey results.
Tenant satisfaction measures
Tenant satisfaction measures (TSMs) help show how well social housing landlords are doing at providing good quality homes and services. They help tenants hold their landlords to account and we must show the results of our surveys.
There are two types of TSMs.
Tenant perception measures (TPMs)
Tenant perception measures survey 2024/2025
The 2024/2025 survey was carried out as part of our regulatory requirements. This was our first tenant perception survey and we will now conduct and publish the results every year.
|
Reference number |
What we asked our tenants about |
Percentage of satisfied responses from our tenants 2023 |
Percentage of satisfied responses from our tenants 2024/2025 |
London median figure s |
|---|---|---|---|---|
| TP01 | Overall satisfaction | 64.3% | 66% | 60% |
| TP02 | Repairs | 65.7% | 70% | 63% |
| TP03 | Time taken to complete most recent repair | 63.5% | 68% | 61% |
| TP04 | Home is well maintained | 66% | 68% | 61% |
| TP05 | Home is safe | 69.4% | 71% | 67% |
| TP06 | Landlord listens to views and acts upon them | 56.7% | 59% | 51% |
| TP07 | Landlord keeps tenants informed about things that matter | 71.7% | 72% | 66% |
| TP08 | Agreement that landlord treats tenants fairly and with respect | 75.5% | 75% | 70% |
| TP09 | Landlord's approach to complaints | 25.6% | 25% | 26% |
| TP10 | Landlord keeps communal areas clean and well-maintained | 64.3% | 67% | 63% |
| TP11 | Landlord makes a positive contribution to neighbourhood | 69.9% | 71% | 62% |
| TP12 | Landlord's approach to handling anti-social behaviour (ASB) | 59.5% | 61% | 58% |
Methodology for tenant perceptions survey 2024/2025
For more details on the methodology, please refer to the Tenant Perception Measure Methodology 2023/24 and Tenant Perception Questionnaire 2023/24.
Management information measures (MIs)
There are ten MIs across four areas. They are collected in landlord and management data.
Management information measures report 2024-25
This report covers the 1 April 2024 to 31 March 2025.
| Reference number; | Description of standard | Percentage / number 2023/2024 |
|---|---|---|
| RP01 | Homes that do not meet the Decent Homes Standard | 3.2% |
| RP02 | Non-emergency repairs completed within target timescale | 70.6% |
| RP02 | Emergency repairs completed within target timescale | 92.1% |
| BS01 | Gas safety checks completed | 99.7% |
| BS02 | Fire safety checks completed | 98.8% |
| BS03 | Asbestos safety checks completed | 99.7% |
| BS04 | Water safety checks completed | 100% |
| BS05 | Lift safety checks completed | 82.6% |
| CH01 | Number of Stage 1 complaints relative to the size of the landlord (number of complaints per 1,000 properties) | 70.5 |
| CH01 | Number of Stage 2 complaints relative to the size of the landlord (number of complaints per 1,000 properties) | 19.1 |
| CH02 | Stage 1 complaints responded to within Complaint Handling Code timescales | 74.8% |
| CH02 | Stage 2 complaints responded to within Complaint Handling Code timescales | 96.7% |
| NM01 | Anti-social behaviour cases relative to the size of the landlord (number of cases per 1,000 properties) | 12.3 |
| NM01 | Anti-social behaviour cases that involve hate incidents, relative to the size of the landlord (number of cases with hate incidents per 1,000 properties) | 0.2 |
How we collect and report our Tenant Satisfaction Measures (methodology)
Since the publication of the TSMs in September 2022, we have created plans and procedures to make sure we are submitting accurate and quality-assured data to the Social Housing Regulator.
We have worked with our service leads over the last 18 months to refine our collection and reporting processes with quarterly reporting and comparing our performance with other London authorities.
This has meant we have found potential issues early and taken action to solve them before we submitted our results in June 2024. As of March 2023, when we entered the official reporting period, we have been reporting all management indicators every quarter, and some monthly for internal scrutiny.