The Regulator of Social Housing introduced a set of performance indicators for all social housing landlords—including councils—to help measure how we're delivering services for our residents.
These indicators are called Tenant Satisfaction Measures (TSMs).
We publish our TSMs on an annual basis. Last year was the first year we published results, we're now reporting our performance for 2024-25, and have included a comparison of the two reporting years.
Tenant Satisfaction Measures (TSMs) are designed to show how well landlords:
- keep properties in a good state of repair
- maintain building safety
- engage with tenants
- handle complaints.
There are 22 TSMs, which include:
- 12 tenant perception measures (TPMs)
- 10 management information measures (MIMs).
Tenant perception measures results
Reference number |
Satisfaction measure description |
Percentage for 2023/2024 |
Percentage for 2024/2025 |
|---|---|---|---|
TP01 |
Proportion of respondents who report that they are satisfied with the overall service from their landlord. |
49.9% |
62.7% |
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. |
53.6% |
65.8% |
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. |
48.3% |
59.4% |
TP04 |
Proportion of respondents who report that they are satisfied that their home is well maintained. |
51.3% |
68.6% |
TP05 |
Proportion of respondents who report that they are satisfied that their home is safe. |
62.0% |
73.3% |
TP06 |
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. |
44.5% |
62.5% |
TP07 |
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. |
59.7% |
74.3% |
TP08 |
Proportion of respondents who report that they agree their landlord treats them fairly and with respect. |
66.4% |
84.0% |
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. |
27.9% |
26.7% |
TP10 |
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. |
58.4% |
62.2% |
TP11 |
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. |
57.9% |
71.2% |
TP12 |
Proportion of respondents who report that they are satisfied with their landlord's approach to handling anti-social behaviour. |
57.5% |
69.6% |
Summary of approach - how we measure satisfaction
We commissioned an independent company called BMG Research to carry out our tenant satisfaction survey.
1,135 surveys were completed over the 2 rounds and the total results of each survey were combined. BMG completed the first round of surveying between November and December 2024, and the second round in March 2025.
The first wave of the survey was done by face-to-face and telephone surveys, and the second wave was undertaken face-to-face only. BMG used a sampling method to achieve a representative sample.
Summary of approach and questionnaire
Management information TSM's
Building safety
Reference number |
Description of standard |
Percentage or number for 2023/2024 |
Percentage or number for 2024/2025 |
|---|---|---|---|
BS01 |
Proportion of homes for which all required gas safety checks have been carried out. |
99.9% |
100.0% |
BS02 |
Proportion of homes for which all required fire risk assessments have been carried out. |
100.0% |
100.0% |
BS03 |
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. |
100.0% |
100.0% |
BS04 |
Proportion of homes for which all required legionella risk assessments have been carried out. |
100.0% |
100.0% |
BS05 |
Proportion of homes for which all required communal passenger lift safety checks have been carried out. |
100.0% |
100.0% |
Anti-social behaviour
Reference number |
Description of standard |
Percentage or number for 2023/2024 |
Percentage or number for 2024/2025 |
|---|---|---|---|
NM01 (1) |
Number of anti-social behaviour cases, opened per 1,000 homes. |
29.3 |
26.7 |
NM01 (2) |
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes |
1.0 |
0.9 |
Decent Homes and repairs
Reference number |
Description of standard |
Percentage or number for 2023/2024 |
Percentage or number for 2024/2025 |
|---|---|---|---|
RP01 |
Proportion of homes that do not meet the Decent Homes Standard. |
2.8% |
4.1% |
RP02 (1) |
Proportion of non-emergency responsive repairs completed within the landlord's target timescale. |
66.8% |
86.2% |
RP02 (2) |
Proportion of emergency responsive repairs completed within the landlord's target timescale. |
90.4% |
93.4% |
Complaints
Reference number |
Description of standard |
Percentage or number for 2023/2024 |
Percentage or number for 2024/2025 |
|---|---|---|---|
CH01 (1) |
Number of stage one complaints received per 1,000 homes |
220.1 |
145.2 |
CH01 (2) |
Number of stage two complaints received per 1,000 homes |
47.9 |
32.4 |
CH02 (1) |
Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales. |
93.6% |
93.3% |
CH02 (2) |
Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales. |
87.1% |
98.5% |
How this affects tenants
The measures are aimed at helping improve standards for people living in social housing by:
- letting tenants see how well their landlord is doing and to hold their landlord to account
- giving the regulator an insight into which landlords might need to improve things for their tenants.