Council housing performance

Satisfaction measures we must follow and our annual Tenant Satisfaction Measures (TSMs) survey results.

Tenant Satisfaction Measures: survey results 2023 to 2024

We had 433 survey responses from 2,926 households. This included:

  • 85% from 'general needs' accommodation
  • 15% from sheltered housing

Download the documents below to read how we carried out the research with tenants, and how we used the survey responses to publish our results.

Tenant Perception Survey 2023-24 Research (PDF, 237.54 KB) Tenant Perception Survey 2023-24 Publication Approach (PDF, 202.38 KB)

Full TSM results

Tenant perception measure results

Regulator code What we asked our tenants about Our result
TP01 Overall satisfaction 55.7%
TP02 Repairs 62.8%
TP03 Time taken to complete most recent repair 56.1%
TP04 Home is well maintained 51%
TP05 Home is safe 62.7%
TP06 Landlord listens to views and acts upon them 37.5%
TP07 Landlord keeps tenants informed about things that matter 47.7%
TP08 Agreement that landlord treats tenants fairly and with respect 61.2%
TP09 Landlord's approach to complaints 13%
TP10 Landlord keeps communal areas clean and well-maintained 47.3%
TP11 Landlord makes a positive contribution to neighbourhood 39%
TP12 Landlord's approach to handling anti-social behaviour (ASB)
 
33.1%

Management information measure results: building safety

Regulator code Measure title Our result
BS01 Homes needing gas safety checks and these were done 98.2%
BS02 Homes needing fire safety checks and these were done 100%
BS03 Homes needing asbestos surveys or re-inspections and these were done 88.1%
BS04 Homes needing legionella risk assessments and these were done 74.9%
BS05 Homes needing communal lift safety checks and these were done 88.9%

Management information measure results: anti-social behaviour (ASB)

Regulator code Measure title Our result
NM01(1) Anti-social behaviour cases opened per 1,000 homes 7.2%
NM02(2) Anti-social behaviour hate cases opened per 1,000 homes 0%

Management information measure results: Decent Homes Standards (DHS) and repairs

Regulator code Measure title Our result
RP01 Homes which do not meet the decent homes standard 9.1%
RP02(1) Non-emergency repairs done within the landlord's set timescale 78.7%
RP02(2) Emergency repairs done within the landlord's set timescale 91.5%

Management information measure results: complaints

Regulator code Measure title Our result
CH01(1) Stage one complaints per 1,000 homes 17.8%
CH01(2) Stage two complaints per 1,000 homes 3.8%
CH02(1) Stage one complaints answered within the Housing Ombudsman's complaint handling set timescales 64.4%
CH02(2) Stage one complaints answered within the Housing Ombudsman's complaint handling set timescales 27.3%

National results

The regulator publishes the Tenant Satisfaction Measures results – GOV.UK for all housing providers across England.  

Improvement actions

To help improve our results for 2024 to 2025, our Housing and Improvement Programme focused on:

  • checking the conditions of properties
  • carrying out work to improve fire safety
  • training all our housing staff to better handle complaints
  • forming a strategy to communicate with our residents
  • running resident focus groups
  • bringing our guidance and policies up to date