Tenant satisfaction measures


We are the landlord of more than 1,000 social housing properties. The government requires us to publish an annual report of tenant satisfaction.

The government requires all landlords with more than 1,000 social housing properties to report on and publish a series of satisfaction measures.

The first 14 measures are based on performance management, and the remaining 12 are based on a tenant survey.

Performance measures

Code Measure 2024/25 2023/24
BS01 Proportion of homes for which all required gas safety checks have been carried out 100% 100%
BS02 Proportion of homes for which all required fire risk assessments have been carried out 86.1% 96.8%
BS03 Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out 99.2% 98.9%
BS04 Proportion of homes for which all required legionella risk assessments have been carried out 100% 91.9%
BS05 Proportion of homes for which all required communal passenger lift safety checks have been carried out 94.2% 100.0%
NM01 (1) Number of anti-social behaviour cases opened per 1,000 homes 44.2 51.4
NM01 (2) Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes 1.6 1.4
RP01 Proportion of homes that do not meet the Decent Homes Standard 0.5% 0.1%
RP02 (1) Proportion of non-emergency responsive repairs completed within the landlord’s target timescale 92.4% 77.2%
RP02 (2) Proportion of emergency responsive repairs completed within the landlord’s target timescale 94.8% 97.8%
CH01 (1) Number of stage one complaints received per 1,000 homes 36.8 31.1
CH01 (2) Number of stage two complaints received per 1,000 homes 5.2 3.7
CH02 (1) Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales 82.2% 62.1%
CH02 (2) Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales 60% 42.8%

Perception measures

These responses are from general needs and sheltered housing tenants. The scores relate to respondents that answered either ‘very satisfied’ or ‘fairly satisfied’ to each question.

Code Measure 2024/25 2023/24
TP01 Proportion of respondents who report that they are satisfied with the overall service from their landlord 73% 67.2% (weighted)
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 77.6% 73.7%
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 75.6% 70.9%
TP04 Proportion of respondents who report that they are satisfied that their home is well maintained 70.8% 64.4%
TP05 Proportion of respondents who report that they are satisfied that their home is safe 72.5% 67.2%
TP06 Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them 56.1% 52.2%
TP07 Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them 64.4% 64.0%
TP08 Proportion of respondents who report that they agree their landlord treats them fairly and with respect 69.9% 66.2%
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 28.4% 29.0%
TP10 Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained 63.7% 60.2%
TP11 Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood 56.7% 55.9%
TP12 Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour 50.3% 48.0%

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