Tenant Satisfaction Measures
Measuring our performance
We report our performance to the Regulator of Social Housing at the end of each financial year. This set of performance indicators are known as the Tenant Satisfaction Measures (TSMs), and help our housing services to understand what we’re doing well and where we need to improve.
The TSMs include both measures collected via resident feedback (perception measures) and measures based on our landlord performance data (management information).
Below is our TSM results for the financial year 2025 to 2026. To help with comparing our performance over time and with other local authorities, performance for the 2024 to 2025 year and the median (mid-point) performance for London Councils has also been included.
For further information on how we're delivering improvements to our housing services, please see our 2024 to 2025 Council Housing Annual Report or find out more about our Your Voice, Our Action improvement programme.
Tenant Satisfaction Measures Performance
From resident surveys
| Measure | 2024 to 2025 Result | 2025 to 2026 Result | London Median (2024 to 2025) |
|---|
| Overall satisfaction |
60.1%
|
65.1%
|
62.1%
|
| Satisfaction with repairs service in last 12 months |
62.9%
|
65.5%
|
64.6%
|
| Satisfaction with time taken to complete most recent repair |
59.8%
|
61.6%
|
61.1%
|
| Satisfaction that home is well maintained |
62.8%
|
64%
|
63.2%
|
| Satisfaction that home is safe |
67.7%
|
64.1%
|
69.2%
|
| Satisfaction that landlord listens to views and acts upon them |
53.4%
|
57.5%
|
53.1%
|
| Satisfaction that landlord keeps tenants informed about things that matter to them |
72.6%
|
68.9%
|
71.4%
|
| Agreement that landlord treats tenants fairly and with respect |
71.7%
|
72.2%
|
72.2%
|
| Satisfaction with landlord’s approach to handling complaints |
24.8%
|
29.4%
|
26%
|
| Satisfaction that communal areas are kept clean and well-maintained |
65.1%
|
62.9%
|
62.8%
|
| Satisfaction that landlord makes a positive contribution to the neighbourhood |
67.2%
|
69%
|
66.3%
|
| Satisfaction with the landlord’s approach to handling anti-social behaviour |
58.8%
|
59.9%
|
59.6%
|
From management information
| Meausre | 2024 to 2025 result | 2025 to 2026 result | London Median (2024 to 2025) |
|---|
| Complaints relative to size – Stage 1 |
84.0
|
80.2
|
N/A
|
| Complaints relative to size – Stage 2 |
18.5
|
22.6
|
N/A
|
| Complaints responded to within Complaint Handling Code timescales - Stage 1 |
70.7%
|
69.1%
|
70.4%
|
| Complaints responded to within Complaint Handling Code timescales - Stage 2 |
69.8%
|
99.3%
|
70.8%
|
| Anti-social behaviour cases relative to the size of the landlord |
100.8
|
100.2
|
24.1
|
| Anti-social behaviour cases relative to the size of the landlord that involve hate incidents |
0.6
|
0.4
|
0.7
|
| Homes that do not meet the Decent Homes Standard |
20.1%
|
18.3%
|
7%
|
| Non- emergency repairs completed within target timescale |
75.6%
|
87.5%
|
82.9%
|
| Emergency repairs completed within target timescale |
79.8%
|
94.8%
|
94%
|
| Gas safety checks completed |
100%
|
98.5%
|
99.9%
|
| Fire safety checks completed |
97.7%
|
99.4%
|
100%
|
| Asbestos safety checks completed |
93.24%
|
99.4%
|
100%
|
| Water safety checks completed |
95.64%
|
99.2%
|
100%
|
| Lift safety checks completed |
68.52%
|
78.5%
|
99.3%
|
How we collect this information
Information for the TSMs is collected through surveying our tenants, and collecting management information on a range of our services. We are required by the Regulator of Social Housing to complete a set number of tenant 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 2025 and March 2026 with 1035 surveys completed to ensure a representative sample out of around 11,950 tenants. We monitor who participated in the survey by a number of factors, including gender, ethnicity and age, to ensure the survey results are as representative as possible.
All surveys during 2025-26 were conducted via telephone. The below documents outline the questions which residents are asked through telephone surveys (tenant client report) and the summary of our approach.