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Quarterly Tenant Satisfaction Measures (TSMs)

We report on our Tenant Satisfaction Measures (TSMs) both annually and every three months (quarterly). You can read our annual TSMs by clicking the button below, or see our quarterly ones on this page. To get these quarterly TSM results, we survey residents every month using the same Tenant Perception (TP) questions we use for our annual TSM results.

Annual TSMs

The table below covers the 12 TSMs known as Tenant Perception (TP) measures, as well as additional performance information. 

Our latest performance

1 April to 31 December 2025

Keeping properties in good repair

 Q3 Q1
to Q2		 Target
Satisfaction with repairs  69% 65% 7%
Satisfaction with time taken to complete latest repair  63% 60% 60%
Satisfaction that the home is well maintained  74.3% 70% 75% 
Emergency repairs completed within target timescale  95.5% 96.9% 99%
Non-emergency repairs completed within target timescale  65% 61.% 87%

Respectful and helpful engagement

Q3

 Q1 & Q2 Target
Satisfaction with how we listen to residents' views and act upon them  72% 64% 71%
Satisfaction with how we keep residents informed about things that matter to them  78.6% 77% 80%
Residents' agreement that we treat them fairly and with respect  85.4% 85.2% 87%

Effective handing of complaints

 Q3 Q1 & Q2 Target
Satisfaction with our approach to handling complaints  36.5% 40% 50%
Complaints responded to on time (Stage 1 & 2 including MP enquiries) 97.1% 67.2% 75%

Maintaining building safety

 Q3 Q1 & Q2 Target
Satisfaction that a residents' home is safe  80.9% 79% 85%
Gas safety checks  100% 100% 100%
Fire safety checks  100% 100% 100%
Asbestos safety checks  100% 100% 100%
Water safety checks  100% 100% 100%
Lift safety checks  100% 99.0% 100%

Responsible neighbourhood management

 Q3 Q1 & Q2 Target
Satisfaction that communal areas are clean and well maintained  80.8% 69% 73%
Satisfaction that we make a positive contribution to neighbourhoods  72.1% 68% 73%
Satisfaction with our approach to handling antisocial behaviour  60.4 67% 70%

The 12 Tenant Perception measures are all the results of your feedback, views and thoughts on our current service and provision, and the extra information is based on our own standards of performance.

 

The TSMs listed below are reported annually and will be updated in July each year. 

  • Proportion of homes that do not meet the Decent Homes Standard (%)
  • Number of ASB cases opened (per 1,000 homes)
  • Number of ASB cases that involve hate incidents opened (per 1,000 homes)
  • Number of stage one complaints received (per 1,000 homes)
  • Number of stage two complaints received (per 1,000 homes)
  • Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code Timescales (%)
  • Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code Timescales (%)

Please click here to see last year's position.

Low Cost Rental Accommodation

The TSMs above refer only to our Low Cost Rental Accommodation (LCRA), which are homes that are let at social or affordable rent. We report on our LCRA TSMs every three months as these form the majority of our homes.

However, in our annual TSMs, we also include our Low Cost Home Ownership (LCHO) homes. These are shared ownership homes. 

Performance and Transparency