Performance and Tenant Satisfaction Measures
Measuring our performance
We monitor our performance across all areas of housing services to understand what we’re doing well and where we need to improve.
We regularly collect feedback from tenants and leaseholders, including satisfaction data, and use this alongside operational data to assess our performance. We publish our findings each year in our annual housing report.
Read our 2023/24 housing annual report.
Quarterly update: What residents told us
Between January and March 2026, we gathered feedback from tenants and leaseholders on key housing services. This includes eight priority areas identified by residents as most important to them.
-
Overall satisfaction with housing services: 57%
(Tenants: 68% | Leaseholders: 46%)
-
Experience with the repairs service: 67%
-
How many calls are answered and how quickly:
69% satisfaction, with an average wait time of 10 minutes
-
Quality and frequency of caretaking services: 92%
-
Confidence that your home is safe: 69%
-
How well we keep you informed: 73%
-
Handling of antisocial behaviour reports: 64%
-
Feeling listened to and that your views are acted on: 60%
Tenant satisfaction measures
The Regulator of Social Housing (RSH) has introduced Tenant Satisfaction Measures (TSMs), which all social landlords must report on.
There are 22 measures in total, including:
Although the Regulator requires this data to be collected from tenants only, we also survey leaseholders to ensure we capture a broader and more representative view of our residents.
TSM performance (*tenant only)
Our results
| Measure | 2024/25 Result | 2023/24 Result | London Median (2023/24) |
|---|
| Overall satisfaction |
60.1%
|
65.3%
|
59.0%
|
|---|
| Satisfaction with repairs |
62.9%
|
65.3%
|
63.3%
|
|---|
| Time taken to complete most recent repair |
59.8%
|
61.7%
|
60.0%
|
|---|
| Home is well maintained |
62.8%
|
65.5%
|
60.9%
|
|---|
| Home is safe |
67.7%
|
66.5%
|
66.5%
|
|---|
| Landlord listens to tenant views and acts upon them |
53.4%
|
55.8%
|
51.3%
|
|---|
| Landlord keeps tenants informed about things that matter to them |
72.6%
|
72.7%
|
66.0%
|
|---|
| Landlord treats tenants fairly and with respect |
71.7%
|
73.9%
|
69.0%
|
|---|
| Landlord’s approach to handling complaints |
24.8%
|
26.3%
|
25.6%
|
|---|
| Communal areas clean and well maintained |
65.1%
|
67.5%
|
61.5%
|
|---|
| Landlord makes positive contribution to neighbourhood |
67.2%
|
70.7%
|
62.0%
|
|---|
| Satisfaction with the landlord’s approach to handling anti-social behaviour |
58.8%
|
58.2%
|
57.7%
|
|---|
| From management information |
|---|
| Complaints relative to size – Stage 1 |
84.0
|
103.7
|
73.48
|
|---|
| Complaints relative to size – Stage 2 |
18.5
|
15.3
|
14.65
|
|---|
| Complaints responded to within Complaint Handling Code timescales - Stage 1 |
70.7%
|
83.2%
|
73.9%
|
|---|
| Complaints responded to within Complaint Handling Code timescales - Stage 2 |
69.8%
|
13.8%
|
67.2%
|
|---|
| Anti-social behaviour cases relative to the size of the landlord |
100.8
|
99.0
|
32.10
|
|---|
| Anti-social behaviour cases relative to the size of the landlord that involve hate incidents |
0.6
|
0.3
|
0.47
|
|---|
| Homes that do not meet the Decent Homes Standard |
20.1%
|
20.4%
|
12.5%
|
|---|
| Non- emergency repairs completed within target timescale |
75.6%
|
81.3%
|
77.5%
|
|---|
| Emergency repairs completed within target timescale |
79.8%
|
75.9%
|
90.6%
|
|---|
| Gas safety checks |
100%
|
99.97%
|
99.84%
|
|---|
| Fire safety checks |
97.7%
|
98.7%
|
99.92%
|
|---|
| Asbestos safety checks |
93.24%
|
99.0%
|
100.00%
|
|---|
| Water safety checks |
95.64%
|
83.2%
|
99.47%
|
|---|
| Lift safety checks |
68.52%
|
59.0%
|
98.30%
|
|---|
How we collect this information
We are required to complete a set number of surveys based on the size of our housing stock.
We commissioned Kwest Research Ltd to carry out a telephone survey on our behalf between April 2024 and March 2025 with 995 surveys completed to ensure a representative sample out of around 11,400 tenants.