Tenant Satisfaction Measures
What are tenant satisfaction measures?
The Regulator of Social Housing (RSH) 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 Research & Practice Ltd, 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 – 2025-26
Listening to our customers
Customer feedback plays a vital role in helping us improve, shape how we work, and make decisions that matter to them.
To find out what customers have helped us achieve this year, visit our feedback roundup.
Tenant Perception Survey
As part our customer engagement, believe housing appointed an external company, Acuity Research & Practice Ltd.
Acuity carried out our tenant perception survey, to ensure all feedback was collected fairly and impartially.
For the Tenant Satisfaction Measure (TSM) surveys, 80% were done by telephone and 20% online to make taking part accessible and inclusive. We surveyed fewer customers so we could get a clearer and more accurate picture of how we are doing.
The TSM questions asked were provided by the Regulator of Social Housing and followed and fulfilled the principles set out in the TSM Survey and Technical Requirements guidelines. Additional perception questions were also asked to gather further feedback from our customers. You can download a copy of the tenant perception survey questions.
Our survey was conducted by telephone and online in four waves, which went live in May 2025, August 2025, November 2025 and February 2026.
A sample approach was used to collect a total of 1,163 responses:
- 293 in Wave 1
- 294 in Wave 2
- 282 in Wave 3
- 294 in Wave 4.
To ensure that the responses accurately reflected the voice of our customers, quotas were placed on the telephone and online surveys to make sure that the responses matched our customer profile. Quotas were applied on gender, age group, 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:
Proportion of respondents who report that they are satisfied with the overall service from their landlord:
2025-26: 81.8%
2024-25: 78.1%
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service:
2025-26: 84.9%
2024-25: 75.7%
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:
2025/26: 81.2%
2024/25: 73.6%
Proportion of respondents who report that they are satisfied that their home is well maintained:
2025-26: 80.4%
2024-25: 75.6%
Proportion of respondents who report that they are satisfied that their home is safe:
2025-26: 84.9%
2024-25: 82.3%
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them:
2025-26: 74.2%
2024-25: 69.3%
Satisfaction that believe housing keeps tenants informed about things that matter to them:
2025-26: 78.0%
2024-25: 75.9%
Proportion of respondents who report that they agree their landlord treats them fairly and with respect:
2025-26: 86.2%
2024-25: 83.1%
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling:
2025-26: 36.5%
2024-25: 33.6%
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained:
2025-26: 79.4%
2024-25: 75.2%
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood:
2025-26: 71.9%
2024-25: 71.1%
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour:
2025-26: 65.0%
2024-25: 63.0%
Number of stage one complaints received per 1,000 homes:
2025-26: 44.2
2024-25: 39.9
Number of stage two complaints received per 1,000 homes:
2025-26: 10.3
2024-25: 8.0
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales:
2025-26: 99.3%
2024-25: 96.6%
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales:
2025-26: 97.9%
2024-25: 98.0%
Number of anti-social behaviour cases opened per 1,000 homes:
2025-26: 49.2
2024-25: 46.9
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes:
2025-26: 0.7
2024-25: 0.2
Proportion of homes that do not meet the Decent Homes Standard:
2025-26: 0.0%
2024-25: 0.1%
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale (next convenient appointment, up to 28 days [20 days prior to 8 December 2025]; planned repairs, up to 60 days [40 days prior to 8 December 2025]):
2025-26: 93.3%
2024-25: 87.1%
Proportion of emergency responsive repairs completed within the landlord’s target timescale (up to 24 hours):
2025-26: 99.3%
2024-25: 99.0%
Proportion of homes for which all required gas safety checks have been carried out:
2025-26: 100%
2024-25: 100%
Proportion of homes for which all required fire risk assessments have been carried out:
2025-26: 100%
2024-25: 100%
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out:
2025-26: 100%
2024-25: 100%
Proportion of homes for which all required legionella risk assessments have been carried out:
2025-26: 100%
2024-25: 99.5%
Proportion of homes for which all required communal passenger lift safety checks have been carried out:
2025-26: 100%
2024-25: 100%