Our Tenant Satisfaction Measures for 2025-26 are listed below.
This is a combination of performance information and the results of our tenant perception survey.
We contacted customers via email and telephone between August and October 2025, receiving 602 responses. You can read a copy of the questionnaire we used here and a summary document outlining our approach here.
Tenant Perception Measures results 2025-26
| TSM Code |
Measure |
2025/26 result |
|
TP01 |
Proportion of residents satisfied with the overall service from landlord. |
70.9% |
| TP02 |
Proportion of residents satisfied with the overall repairs service (past 12 months). |
75.6% |
| TP03 |
Proportion of residents satisfied with the time taken to complete most recent repair. |
71% |
| TP04 |
Proportion of residents satisfied that their home is well maintained. |
72.9% |
| TP05 |
Proportion of residents satisfied that their home is safe. |
78.3% |
| TP06 |
Proportion of residents satisfied that landlord listens to views and acts upon them. |
62.7% |
| TP07 |
Proportion of residents satisfied that landlord keeps tenants informed. |
75.7% |
| TP08 |
Proportion of residents who agree landlord treats tenants fairly and with respect. |
78.9% |
| TP09 |
Proportion of residents satisfied with landlord's approach to complaints handling (among those who complained). |
40.2% |
| TP10 |
Proportion of residents satisfied with the cleanliness and maintenance of communal areas. |
61.5% |
| TP11 |
Proportion of residents satisfied that landlord contributes positively to neighbourhood. |
63.5% |
| TP12 |
Proportion of residents satisfied with landlord’s handling of anti-social behaviour. |
64.4% |
Tenant Satisfaction Measures 2025-26 - Management information
| TSM code |
Measure |
2025/26 result |
|
CH01 |
Number of stage 1 complaints received per 1,000 homes. |
119.0 |
|
CH01 |
Number of stage 2 complaints received per 1,000 homes. |
29.8 |
|
CH02 |
Number of stage 1 complaints responded within Housing Ombudsman Complaint Handling Code timescales. |
91.1 |
|
CH02 |
Number of stage 2 complaints responded within Housing Ombudsman Complaint Handling Code timescales. |
95.4 |
|
NM01 |
Number of anti-social behaviour cases opened, per 1,000 homes. |
52.6 |
|
NM01 |
Number of anti-social behaviour cases opened which involve hate incidents, per 1,000 homes. |
8.8 |
|
RP01 |
Number of homes that do not meet Decent Homes Standard. |
0.4 |
|
RP02 |
Proportion of non-emergency repairs completed within target timescale* |
83.0% |
|
RP02 |
Proportion of emergency repairs completed within target timescale** |
97.8% |
|
BS01 |
Proportion of homes where all required gas safety checks have been carried out. |
100% |
|
BS02 |
Proportion of homes where all required fire risk assessments have been carried out. |
100% |
|
BS03 |
Proportion of homes where all required asbestos surveys or re-inspections have been carried out. |
96.8% |
|
BS04 |
Proportion of homes where all required legionella risk assessments have been carried out. |
98.9% |
|
BS05 |
Proportion of homes where all required communal passenger lift safety checks have been carried out. |
100% |
|
Q6a |
Number of outstanding responsive repairs that had not been completed. |
2,917 |
|
Q6b |
Number of responsive repairs raised during the reporting year. |
38,501 |
|
Q6c |
Number of responsive repairs closed during the reporting year for any reason apart from completion. This includes all responsive repairs that
have been cancelled (whether by the landlord or at tenant request)
and any responsive repairs that have been reclassified as planned or cyclical works.
|
6,594 |
|
Q6d |
Number of responsive repairs completed during the reporting year.
|
32,480 |
|
Q6e |
Expected number of outstanding responsive repairs that had not been completed ('work-in-progress') at year end.
|
2,344 |
|
Q6f |
Actual number of outstanding responsive repairs that had not been completed ('work-in-progress') at year end.
|
2,149 |
|
Q2a |
Number of stage 1 complaints completed without the use of 10 day extension and within time.
|
441 |
|
Q2b |
Number of stage 1 complaints completed with the use of 10 day extension and within time.
|
349 |
|
Q4a |
Number of stage 2 complaints completed without the use of 10 day extension and within time.
|
105
|
|
Q4b |
Number of stage 2 complaints completed with the use of 10 day extension and within time.
|
102 |
*60 days
**24 hours