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Tenant Satisfaction Survey 2025
Here are the results of the tenant perception survey that was conducted in Autumn 2025:
Tenant perception survey
| Tenant satisfaction measure |
Our performance 2024/25 |
Our performance 2025/26 |
| TP01: Proportion of respondents who report that they are satisfied with the overall service from their landlord. |
58.6% |
62.9% |
| 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. |
67.9% |
72% |
| 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. |
62.9% |
66% |
| TP04: Proportion of respondents who report that they are satisfied that their home is well maintained. |
54.1% |
61.9% |
| TP05: Proportion of respondents who report that they are satisfied that their home is safe. |
59.5% |
63% |
| TP06: Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. |
39.8% |
48.2% |
| TP07: Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. |
44.1% |
56.3% |
| TP08: Proportion of respondents who report that they agree their landlord treats them fairly and with respect. |
59.7% |
64% |
| 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. |
17.6% |
28.3% |
| TP10: Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. |
46.2% |
55.9% |
| TP11: Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. |
45.4% |
46.7% |
| TP12: Proportion of respondents who report that they are satisfied with their landlord's approach to handling anti-social behaviour. |
41.8% |
46.6% |
If you would like to know more about how we conducted the survey and for more in depth information about the results, please see:
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Management measure results 2025-26
The performance results from the management measures in 2025/26 are listed below:
TSM results - management information:
See also: TSM results - tenant perception survey:
TSM results - management information
Compliance
| Tenant satisfaction measure |
Our performance 2024/25 |
Our performance 2025/26 |
| BS01: Proportion of homes for which all required gas safety checks have been carried out. |
99.8% |
99.8% |
| BS02: Proportion of homes for which all required fire risk assessments have been carried out. |
100% |
100% |
| BS03: Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. |
47.6% |
48.9% |
| BS04: Proportion of homes for which all required legionella risk assessments have been carried out. |
Not reported |
100% |
| BS05: Proportion of homes for which all required communal passenger lift safety checks have been carried out. |
100% |
77.8% |
See other results
Anti-social behaviour
| Tenant satisfaction measure |
Our performance 2024/25 |
Our performance 2025/26 |
| NM01: Number of anti-social behaviour cases opened per 1,000 homes. |
18.3 |
16.8 |
| NM02: Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes. |
0.8 |
1.6 |
See other results
Repairs
| Tenant satisfaction measure |
Our performance 2024/25 |
Our performance 2025/26 |
| RP01: Proportion of homes that do not meet the Decent Homes Standard |
0.8% |
0.9% |
| RP02: Proportion of non-emergency responsive repairs completed within the landlord's target timescale. |
Not reported |
75.4% |
| RP02: Proportion of emergency responsive repairs completed within the landlord's target timescale. |
60.7% |
64.1% |
See other results
Complaints
| Tenant satisfaction measure |
Our performance 2024/25 |
Our performance 2025/26 |
| CH01: Number of stage one complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes. |
68 |
69.3 |
| CH01: Number of stage two complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes. |
12.3 |
23.2 |
| CH02: Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales. |
24.6% |
41% |
| CH02: Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales. |
25.8% |
50% |
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