Tenants Satisfaction Measures (TSMs) results 2025 to 2026
We had 529 responses after contacting 2,930 households. The responses were collected from:
- 87% from general needs housing
- 13% from sheltered housing
You can view or download the documents below for full details of how we:
- carried out the research with tenants
- used the survey responses to publish our results
Full TSM results
Tenant perception measure results
| Regulator Code | What we asked our tenants about | 2023 to 2024 | 2024 to 2025 | 2025 to 2026 |
|---|---|---|---|---|
| TP01 | Overall Satisfaction with the WBC Housing Service | 55.7% | 58.2% | 56.5% |
| TP02 | Overall Satisfaction with the repairs service over the last 12 months | 62.8% | 66.4% | 63.1% |
| TP03 | Satisfaction with time taken to complete most recent repair | 56.1% | 64.6% | 60.4% |
| TP04 | Satisfaction that the home is well maintained | 51% | 56% | 54.1% |
| TP05 | Satisfaction that the home is safe | 62.7% | 64.8% | 61.7% |
| TP06 | Satisfaction that the landlord listens to tenants views and acts on them | 37.5% | 41.9% | 45.6% |
| TP07 | Satisfaction that the landlord keeps tenants informed about things that matter to them | 47.7% | 56.3% | 55.5% |
| TP08 | Satisfaction that the landlord treats tenants fairly and with respect | 61.2% | 62.2% | 62.7% |
| TP09 | Satisfaction to the approach to complaint handling | 13% | 21.6% | 31.4% |
| TP10 | Satisfaction that the landlord keeps communal areas clean and well maintained | 47.3% | 52.7% | 50.2% |
| TP11 | Satisfaction that the landlord makes a positive contribution to the neighbourhood | 39% | 45.8% | 46.0% |
| TP12 | Satisfaction with the landlords approach to Anti-Social Behaviour handling | 33.1% | 38.4% | 39.4% |
Management information measure results
| Regulator code | TSM Management Information | 2023 to 2024 | 2024 to 2025 | 2025 to 2026 |
|---|---|---|---|---|
| CH01(1) | Number of Stage 1 complaints per 1000 properties | 17.8 | 21.7 | 47.8 |
| CH01(2) | Number of stage 2 complaints per 1000 properties | 3.8 | 8.7 | 20.8 |
| CH02(1) | Stage 1 complaints responded to within the Housing Ombudsman’s complaint handling code timescales | 64.4% | 84.3% | 99.4% |
| CH02(2) | Stage 2 complaints responded to within the Housing Ombudsman’s complaint handling code timescales | 27.3% | 100% | 100% |
| NM01(1) | Number of ASB cases per 1000 properties | 7.2 cases | 10.9 cases | 5.28 |
| NM01(2) | Number of ASB hate cases per 1000 properties | 0 | 0.3 cases | 0.3 |
| RP01 | Homes that do not meet the Decent Homes Standard | 9.2% | 1.9% | 11.2% |
| RP02(1) | Non-emergency responsive repairs done within the landlord’s set timescales | 78.7% | 90.9% | 82.6% |
| RP02(2) | Emergency responsive repairs done within the landlord’s set timescale | 91.5% | 97.9% | 99.0% |
| BS01 | Gas Safety Checks completed | 98.2% | 99.7% | 99.9% |
| BS02 | Fire Safety Checks completed | 100% | 95.5% | 100% |
| BS03 | Communal Asbestos Inspections completed | 88.1% | 87.4% | 99.1% |
| BS04 | Water Safety and legionella inspections completed | 74.9% | 100% | 100% |
| BS05 | Passenger Lift Servicing checks completed | 88.9% | 97.1% | 100% |
Housing Repairs timescales
Go to council housing repairs performance.
National Results
The regulator publishes the Tenant Satisfaction Measures results on GOV.UK for all housing providers across England.
Improvement Actions
To help improve our results for 2025 to 2026, our actions of the next year will focus on:
- publish the Tenant Satisfaction Measures in the Woking@Home newsletter in an annual report edition
- benchmarking of the Tenant Satisfaction Measures and considering the position of the council over 3 years of results
- presenting the Tenant Satisfaction Measure results to our employees
- continuing with our commitment to the Housing Improvement Programme to ensure that satisfaction is improved with key areas of focus
- hold a Task & finish workshop to create the next satisfaction survey with residents and begin development of a leaseholder satisfaction survey.
- hold resident engagement events to provide opportunities for tenants to discuss the results and the next survey