This is the third year we are reporting on the 22 Tenant Satisfaction Measures (TSMs), introduced by the Regulator of Social Housing (RSH) in 2023. TSM's provide RSH with an overview of how social housing providers are performing and allow residents to hold landlords to account. The aim of the TSM's is to increase accountability and improve service quality for residents.
These measures focus on five areas that really matter:
To track how we're doing:
Together, these provide us with valuable insight of our performance as a landlord and what matters most to you. We want to say a big thank you to everyone who took the time to take part in the survey.
We partnered with an independent company, In House Research, to gather honest feedback through phone calls on online surveys each month. This makes sure you can tell us exactly what you think without any pressure.
Tenant Satisfaction Measures (TSMs) help you see exactly how well we're providing services to you, covering everything from repairs to safety. All housing providers have to collect and share this information in the same way, so you can compare our performance with others.
The results help:
Tenant Satisfaction Survey 2025/26 - How We Collected Your Feedback
As part of our regulatory responsibilities, we carry out an annual Tenant Satisfaction Survey to understand how you feel about our services and to report on the Tenant Satisfaction Measures (TSMs) set by the Regulator of Social Housing.
Between June 2025 and February 2026, we contacted a representative sample of tenants via telephone and email. 579 customers took part, giving us a strong and reliable insight into customer satisfaction across key areas.
To ensure impartiality, we worked with In House Research, an independent research agency, who managed the survey and analysis on our behalf, ensuring it was in line with the Regulators requirements. The results reflect the wide range of tenants we serve and will help guide service improvements over the coming year.
Want to know more? You can read our full Summary of Survey Approach, which outlines how the survey was conducted, how we ensured fairness and how your feedback will be used.
View the TSM questions.
Proportion of respondents who report that they are satisfied with the overall service from their landlord
77.3%
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service
78.6%
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
75.5%
Proportion of respondents who report that they are satisfied that their home is well maintained
74.7%
Proportion of respondents who report that they are satisfied that their home is safe
76.3%
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them
73.7%
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them
78.2%
Proportion of respondents who report that they agree their landlord treats them fairly and with respect
81.6%
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord's approach to complaints handling
47.9%
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained
70.7%
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood
68.0%
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour
57.0%
Homes that do not meet the Decent Homes Standard
0.0%
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale
87.4%
Non-emergency repair target timescales used to calculate above TSM:
Proportion of emergency responsive repairs completed within the landlord's target timescale
99.8%
Proportion of homes for which all required communal passenger lift safety checks have been carried out
100%
Emergency repair target timescales used to calculate above TSM: 24 hours
Proportion of homes for which all required gas safety checks have been carried out
99.8%
Proportion of homes for which all required fire risk assessments have been carried out
100%
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out
100%
Proportion of homes for which all required legionella risk assessments have been carried out
100%
Number of stage one complaints received per 1,000 homes
92.9
Number of stage two complaints received per 1,000 homes
16.5
Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales
96.1%
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
85.9%
Number of anti-social behaviour cases, opened per 1,000 homes
30.6
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes
0.8
Our Customer Engagement Framework offers multiple ways for you to share your thoughts - from focus groups to workshops and surveys. We've already used this feedback to improve our repairs service and how we handle damp and mould issues.
To find out more, visit the Getting involved section or to talk to a member of our Customer Engagement Team by calling 0300 003 5454 or email customerengagement@communityhousing.co.uk
