In September 2022 the Regulator of Social Housing (RSH) introduced 22 Tenant Satisfaction Measures (TSMs) that all providers of social housing are required to use to report on the performance of their housing service.
The RSH has set rules for the collation of each of the 22 TSMs so that they are all collated in a standard way, and to allow for the performance of different social landlords to be compared. More information on the TSMs is available here.
The results cover the Council’s performance in delivering services to council tenants who receive their service directly from the Council, or under management arrangements with other housing organisations. The results also include tenants living in temporary accommodation that is owned by the Council.
The Council has now calculated its performance against the TSMs for 2025-26, or the period covering 1 April 2025 to 31 March 2026. These results are shown below.
Results from the survey of council tenants (or tenant perception survey)
The survey was completed between 17 November 2025 and 26 March 2026, and was conducted using telephone and face-to-face surveys by the Council’s appointed researcher, Opinion Research Services (ORS) Limited. ORS also undertook all of the survey analysis and calculated the TSM survey results.
As part of the survey, 1012 council tenants were interviewed. The raw results were then weighted, or compared with the data for all of the council’s tenants, to ensure that the results were representative. More details on the organisation of the survey is provided in the Summary of Approach document (PDF).
The survey questionnaires used for the 2025–26 Tenant Satisfaction Measures (TSM) face-to-face and telephone surveys are available below.
The full results from the survey are shown below, but the key TSM scores were:
- 59% of council tenants were satisfied with the overall landlord service by the Council. The results by survey method were 57% for those tenants who were surveyed by telephone compared to 64% for those tenants who were surveyed face-to-face or in-person
- 64% of council tenants, who had received a repair in the last 12 months, were satisfied with the overall repairs service
- 54% of council tenants were satisfied that their landlord listens to tenant views and acts upon them
- 68% of respondents said their landlord treats them fairly and with respect
Table 1: TSMs derived from tenant perception survey
| TSM no. | Tenant satisfaction measure | 2023-24 | 2024-25 | 2025-26 | 2025-26 Estimated median scores for London councils* |
|---|---|---|---|---|---|
| TP01 | Proportion of respondents who report that they are satisfied with the overall service from their landlord | 59% | 71% | 59% (TEL: 69% of surveys; F2F: 31% of surveys) | 61% |
| 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 | 72% | 72% | 64% | 67% |
| 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 | 62% | 65% | 61% | 62% |
| TP04 | Proportion of respondents who report that they are satisfied that their home is well maintained | 61% | 67% | 63% | 65% |
| TP05 | Proportion of respondents who report that they are satisfied that their home is safe | 71% | 77% | 70% | 69% |
| TP06 | Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them | 54% | 63% | 54% | 52% |
| TP07 | Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them | 62% | 77% | 67% | 72% |
| TP08 | Proportion of respondents who report that they agree their landlord treats them fairly and with respect | 73% | 84% | 68% | 71% |
| 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% | 45% | 32% | 29% |
| TP10 | Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained | 70% | 78% | 64% | 64% |
| TP11 | Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood | 57% | 70% | 57% | 67% |
| TP12 | Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour | 58% | 68% | 59% | 59% |
N.B. Figures have been rounded to whole numbers.
*Provided by Housemark, a benchmarking organisation for providers of social housing. The median value is the middle value of a range of values that are placed in numerical order. Unlike the average or mean, the median cannot be skewed by extremely low or high values.
Results from the Council’s reporting processes (or management TSMs)
Table 2: Management TSMs i.e. TSMs calculated from service processes and systems
| TSM no. | 2023-24 | 2024-25 | 2025-26 |
|---|---|---|---|
| CH01 - Complaints relative to the size of the landlord (Stage 1) – complaints per 1,000 homes | 84 | 174 | 72 |
| CH01 - Complaints relative to the size of the landlord (Stage 2) – complaints per 1,000 homes | 7 | 8 | 12 |
| CH02 - Complaints responded to within Complaint Handling Code timescales (Stage 1) | 72% | 68% | 73% |
| CH02 - Complaints responded to within Complaint Handling Code timescales (Stage 2) | 69% | 33% | 91% |
| NM01 - Anti-social behaviour cases relative to the size of the landlord (cases per 1,000 homes) | 149 | 564 | 599 |
| NM01 - Anti-social behaviour cases relative - hate crimes only (cases per 1,000 homes) | 0 | 0 | 1 |
| RP01 - Homes that do not meet the Decent Homes Standard | 29% | 26% | 34% |
| RP02 - Repairs completed within target timescale - non-emergency repairs | 67% | 84% | 93% |
| RP02 - Repairs completed within target timescale – emergency repairs | 96% | 99% | 99% |
| BS01 - Gas safety checks | 100% | 100% | 99% |
| BS02 - Fire safety checks | 98% | 100% | 100% |
| BS03 - Asbestos safety checks | 82% | 99% | 100% |
| BS04 - Water safety checks | 98% | 100% | 100% |
| BS05 - Lift safety checks | 91% | 99% | 97% |
N.B. Figures have been rounded to whole numbers.
*The Decent Homes Standard (DHS) is Government standard for social housing. Under the DHS a council home should:
- not have any health and safety hazards
- be in a reasonable state of repair
- have reasonably modern facilities and services (e.g. kitchen and bathroom)
- provide a reasonable level of thermal comfort (i.e. it should not be hard to heat)
**The timescales used to calculate the repairs TSM scores are stated in the Council’s Repairs Policy, which is available on here.
Changes to how we have calculated the management TSMs this year:
- complaints - following discussions with other organisations, this year’s TSM information excludes Member Enquiries which contain housing complaints. This will make the Council’s complaints figures more comparable with that of other London councils
- for this year’s calculation, we have undertaken a detailed review of our records for every property to assess compliance with the Decent Homes Standard. This includes new information from our ongoing stock condition survey, which is currently in progress and due to complete by April 2027. By then, we will have up-to-date condition data for all homes. Previously, properties were only recorded as non-compliant where issues had been identified
- we are now taking a more rigorous approach by seeking clear evidence that each home meets the standard. As a result, we are only counting homes as Decent where we have verified data to confirm this. Where we do not yet have sufficient information, we have taken a cautious approach and recorded those homes as non-Decent
- this change in method means more homes are currently reported as not meeting the standard. However, this reflects improved data, stronger assurance, and a more transparent and accurate understanding of our housing stock. As we complete the stock condition survey, we will be able to confirm Decent Homes status for more properties, and this will support better planning and targeting of our investment programme to improve homes
To find out what the Council is doing to improve council homes, please read the Housing Improvement Plan.
