Tenant Satisfaction Measures

What are tenant satisfaction measures?

The Regulator of Social Housing has introduced a new set of satisfaction measures called Tenant Satisfaction Measures. These measures will be used to see how well social housing providers, including housing associations like us, are doing at providing good quality homes and services.  

There are 22 tenant satisfaction measures that all social housing providers must report on. 12 of these will be collected through a satisfaction survey that we carry out with a random selection of tenants throughout the year.  

You may be contacted by our research partners Acuity to answer questions about the following key areas: 

  • overall satisfaction  
  • keeping properties in good order  
  • maintaining building safety  
  • safety checks  
  • respectful and helpful engagement   
  • effective handling of complaints/antisocial behaviour
  • responsible neighbourhood management.

We report the results to the Regulator on these measures once a year. These are then reviewed and published on the RSH website each autumn, along with the results of all other social housing landlords. 

The results we receive from our surveys will also be published below and updated following each survey wave. We will continue to review how we share this information with our customers going forward. 

For more information about the Tenant Satisfaction Measures, including an ‘easy read’ Tenant Satisfaction Measures booklet, please see the links below: 

Tenant Satisfaction Measures – more information 

Tenant Satisfaction Measures – ‘easy read’ booklet 

Additional Tenant Satisfaction Measures information – 2024-25

 

Tenant Perception Survey

As part our customer engagement, believe housing appointed an external provider, BMG, to carry out our tenant perception survey to ensure all feedback was collected fairly and impartially.

The questions asked were those provided by the Regulator of Social Housing for the Tenant Satisfaction Measures and followed and fulfilled the principles set out in the TSM Survey and Technical Requirements guidelines. A number of additional perception questions were also asked to gather further feedback from our customers. Click the following link to download a copy of the tenant perception survey questions.

Our survey was conducted by telephone and online over four waves which went live in June 2024, August 2024, November 2024 and January 2025. A sample approach was used to collect a total of 1,748 responses: 453 in Wave 1, 411 in Wave 2, 471 in Wave 3 and 413 in Wave 4.

To ensure that the responses received accurately reflected the voice of our customers, quotas were placed on the telephone and online surveys to ensure responses matched our customer profile. Quotas were applied on age, geographical location and stock type to ensure the profile of responses was within +/- 5% of our customer profile.

No incentives were offered for survey completion.

Read our latest scores:

Overall satisfaction:
2024-25: 78.1%

Satisfaction with repairs:
2024-25: 75.7%

Satisfaction with time taken to complete the most recent repair:
2024-25: 73.6%

Satisfaction that the home is well maintained:
2024-25: 75.6%

Satisfaction that the home is safe:
2024-25: 82.3%

Satisfaction that believe housing listens to tenant views and acts upon them:
2024-25: 69.3%

Satisfaction that believe housing keeps tenants informed about things that matter to them:
2024-25: 75.9%

Agreement that believe housing treats tenants fairly and with respect:
2024-25: 83.1%

Satisfaction with believe housing’s approach to handling complaints:
2024-25: 33.6%

Satisfaction that believe housing keeps communal areas clean and well maintained:
2024-25: 75.2%

Satisfaction that believe housing makes a positive contribution to neighbourhoods:
2024-25: 71.1%

Satisfaction with believe housing’s approach to handling anti-social behaviour:
2024-25: 63.0%

Complaints relative to the size of the landlord per 1,000 homes:
2024-25 Stage 1: 39.9
2024-25 Stage 2: 8.0

Complaints responded to within Complaint Handling Code timescales:
2024-25 Stage 1: 96.6%
2024-25 Stage 2: 98.0%

Antisocial behaviour cases relative to the size of the landlord, per 1,000 homes:
2024-25: 46.9

Number of antisocial behaviour cases that involve hate incidents per 1,000 homes:
2024-25: 0.2

Homes that do not meet the Decent Homes Standard:
0.1%

Repairs completed within target timescale:
2024-25 Emergency: 99.0%
2024-25 Non-emergency: 87.1%

Gas safety checks:
2024-25: 100%

Fire safety checks:
2024-25: 100%

Asbestos safety checks:
2024-25: 100%

Water safety checks:
2024-25: 99.5%

Lift safety checks:
2024-25: 100%