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 respondents satisfied with the overall service from landlord. |
70.9% |
| 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. |
75.6% |
| TP03 |
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. |
71% |
| TP04 |
Proportion of respondents who report that they are satisfied that their home is well maintained. |
72.9% |
| TP05 |
Proportion of respondents who report that they are satisfied that their home is safe. |
78.3% |
| TP06 |
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. |
62.7% |
| TP07 |
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. |
75.7% |
| TP08 |
Proportion of respondents who report that they agree their landlord treats them fairly and with respect. |
78.9% |
| 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. |
40.2% |
| TP10 |
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. |
61.5% |
| TP11 |
Proportion of respondents who report that they satisfied that their landlord makes a positive contribution to the neighbourhood. |
63.5% |
| TP12 |
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling 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 to within the Housing Ombudsman Complaint Handling Code timescales. |
91.1 |
|
CH02 |
Number of stage 2 complaints responded to within the 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 |
Proportion of homes that do not meet the 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% |
*60 working days
**24 hours