Tenant Satisfaction Measure survey and results - 2025 to 2026
You can see detailed results below or find out more about Tenant Satisfaction Measures and how we collect this information.
How we carried out the survey
A copy of the 2025 to 2026 letter and survey that was sent out can be found below:
| Tenant Satisfaction Measures Letter 2025 to 2026 |  (PDF 440 KB) |
| Tenant Satisfaction Measures Survey 2025 to 2026 | (PDF 963 KB) |
A full description of the methodology used to carry out the survey can be found in the document below:
| Tenant Satisfaction Measures Survey Methodology 2025 to 2026 | (PDF 212 KB) |
Tenant Satisfaction Measure results - 2025 to 2026
These are the results for our Tenant Satisfaction Measures 2025 to 2026.
Tenant perception - TP
Satisfaction survey results
TP01: Proportion of respondents who report that they are satisfied with the overall service from their landlord.
72.4%
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.
77.3%
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.
71.5%
TP04: Proportion of respondents who report that they are satisfied that their home is well maintained.
70.1%
TP05: Proportion of respondents who report that they are satisfied that their home is safe.
73.3%
TP06: Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them.
50.7%
TP07: Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them.
60.2%
TP08: Proportion of respondents who report that they agree their landlord treats them fairly and with respect.
71.7%
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.
32.5%
TP10: Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained.
75.5%
TP11: Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood.
58.8%
TP12: Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour.
56.1%
Management measures - information from our computer systems
Building safety - BS
BS01: Proportion of homes for which all required gas safety checks have been carried out.
100%
BS02: Proportion of homes for which all required fire risk assessments have been carried out.
100%
BS03: Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.
100%
BS04: Proportion of homes for which all required Legionella risk assessments have been carried out.
100%
BS05: Proportion of homes for which all required communal passenger lift safety checks have been carried out.
100%
Keeping homes in good repair - RP
RP01: Proportion of homes that do not meet the Decent Homes Standard.
Figure to be confirmed
RP02(1): Proportion of non-emergency responsive repairs completed within the landlord’s target timescale.
88.8%
RP02(2): Proportion of emergency responsive repairs completed within the landlord’s target timescale.
98.3%
Neighbourhood management - NM
NM01: Number of anti-social behaviour cases, opened per 1,000 homes.
38.9
NM02: Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes.
1.3
Complaints handling - CH
CH01(1): Number of stage one complaints received per 1,000 homes.
50.6
CH01(2): Number of stage two complaints received per 1,000 homes.
10.5
CH02(1): Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
84.0%
CH02(2): Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
82.4%
The document below shows trend tables for our tenant satisfaction measures results for the past three years - 2023 to 2024, 2024 to 2025 and 2025 to 2026.
| Tenant Satisfaction Measures Trends 2023 to 2026 | (PDF 199 KB) |
Additional information around timescales
The target timescales used to generate the repairs TSMs were:
- emergency repairs include 24 hours/out of hours emergency repairs and the 1 working day repairs falling under the Right to Repair scheme
- non-emergency repairs include 'standard' repairs with a 30 working day target timescale and the 3 working day and 7 working day repairs falling under the Right to Repair scheme
The target timescales used to generate the complaints TSMs are those set out by the Housing Ombudsman in the Complaint Handling Code.