Tenants Satisfaction Measures (TSMs): survey results 2024 to 2025
We had 550 survey responses from 2,851 households (a response rate of 19%). The responses were collected from:
- 84.4% from general needs housing
- 15.6% from sheltered housing
You can view or download PDFs for full details on how we carried out the research with tenants, and how we used the survey responses to publish our results.
Key findings for 2024 to 2025
Our latest TSMs show where services are improving and where we need to do more.
Overall satisfaction with our housing services in 2024 to 2025 has increased compared with the previous year.
Where we have improved
The results show improvements in:
- satisfaction with repairs
- how quickly repairs are completed
- how tenants are informed about things that matter
These improvements reflect changes we’ve made to service delivery, performance monitoring and how we manage contractor and service performance.
Where we need to improve
Some areas of tenant perception remain lower than we would like.
These include:
- complaints handling
- how we deal with antisocial behaviour (ASB)
We are prioritising improvements in these areas, particularly where tenants have told us their experience does not meet expectations.
Compliance and safety measures
Most compliance measures remain high, including building safety and Decent Homes Standards (DHS), but some have reduced compared with the previous year.
These include:
- fire safety checks
- asbestos safety checks
We are taking action to address this, including:
- reviewing processes and scheduling
- increasing monitoring and oversight
- ensuring checks are completed within required timescales
This work will help ensure all required safety checks are completed consistently and on time.
What the results mean for tenants
We use the results of the TSM survey to decide where to focus improvements to housing services.
This means:
- services with lower satisfaction will be prioritised for improvement
- we will focus on making changes that improve your experience
- we will monitor whether these changes are making a difference
For example, feedback about:
- repairs is being used to improve response times and communication
- complaints is being used to improve how we respond and resolve issues
- ASB is being used to improve case handling and communication
These changes are part of our ongoing work to improve housing services.
Improvement actions
We are taking action in response to tenant feedback and performance results to improve our results for 2025 to 2026
To help improve our results for 2025 to 2026, our actions of the next year will focus on:
- publishing the Tenant Satisfaction Measures in the Woking@Home newsletter and via Woking@Home enewsletter
- benchmarking of the Tenant Satisfaction Measures through relevant national services, including the Regulator of Social Housing data release and Housemark
- presenting the Tenant Satisfaction Measures results to our employees
- feeding the results into the review of the Housing Improvement Programme, alongside self-assessment work against the Consumer Standards, and roots and causes analysis of service failures
- holding drop-in events with tenants to provide opportunities for discussions about the next survey
Repairs improvements
We are:
-
improving repair response times
-
providing clearer appointment updates
-
strengthening contractor performance management
What this means for you:
-
quicker repairs
-
clearer communication about appointments
Timescale: [Month Year / ongoing]
View our council housing repairs performance
Complaints improvements
We are:
- improving how we handle complaints at each stage
- making our responses clearer and more consistent
- reviewing complaint outcomes to identify learning
What this means for you:
- faster responses
- clearer explanations
- better resolution of issues
Timescale: [Month Year / ongoing]
View our council housing complaints performance
Antisocial behaviour (ASB) improvements
We are:
- improving response times
- strengthening case management processes
- improving communication with tenants
What this means for you:
- clearer updates
- more consistent handling of cases
Timescale: [Month Year / ongoing]
Full TSM results
You can see the full TSM results for 2024 to 2025 in the tables on this page. These tables include comparisons to our performance in 2023 to 2024.
TSM results include:
- tenant perception measures (based on survey responses)
- management information measures (based on our performance data)
Tenant perception measure results
| Regulator code | What we asked our tenants about | 2023 to 2024 result | 2024 to 2025 result | Result change |
|---|---|---|---|---|
| TP01 | Overall satisfaction | 55.7% | 58.2% | +2.5% |
| TP02 | Repairs | 62.8% | 66.4% | +3.6% |
| TP03 | Time taken to complete most recent repair | 56.1% | 64.6% | +8.5% |
| TP04 | Home is well maintained | 51% | 56% | +5% |
| TP05 | Home is safe | 62.7% | 64.8% | +2.1% |
| TP06 | Landlord listens to views and acts upon them | 37.5% | 41.9% | +4.4% |
| TP07 | Landlord keeps tenants informed about things that matter | 47.7% | 56.3% | +8.6% |
| TP08 | Agreement that landlord treats tenants fairly and with respect | 61.2% | 62.2% | +1% |
| TP09 | Landlord's approach to complaints | 13% | 21.6% | +8.6% |
| TP10 | Landlord keeps communal areas clean and well-maintained | 47.3% | 52.7% | +5.4% |
| TP11 | Landlord makes a positive contribution to neighbourhood | 39% | 45.8% | +6.8% |
| TP12 | Landlord's approach to handling anti-social behaviour (ASB) |
33.1% | 38.4% | +5.3% |
Management information measure results: building safety
| Regulator code | Measure title | 2023 to 2024 result | 2024 to 2025 result | Result change |
|---|---|---|---|---|
| BS01 | Homes needing gas safety checks and these were done | 98.2% | 99.7% | +1.5% |
| BS02 | Homes needing fire safety checks and these were done | 100% | 95.5% | -4.5% |
| BS03 | Homes needing asbestos surveys or re-inspections and these were done | 88.1% | 87.4% | -0.7% |
| BS04 | Homes needing legionella risk assessments and these were done | 74.9% | 100% | +25.1% |
| BS05 | Homes needing communal lift safety checks and these were done | 88.9% | 97.1% | +8.2% |
Management information measure results: anti-social behaviour (ASB)
| Regulator code | Measure title | 2023 to 2024 result | 2024 to 2025 result | Result change |
|---|---|---|---|---|
| NM01(1) | Antisocial behaviour cases opened per 1,000 homes | 7.2 cases | 10.9 cases | +3.7 cases |
| NM01(2) | Antisocial behaviour hate cases opened per 1,000 homes | 0 cases | 0.3 cases | +0.3 cases |
Management information measure results: Decent Homes Standards (DHS) and repairs
| Regulator code | Measure title | 2023 to 2024 result | 2024 to 2025 result | Result change |
|---|---|---|---|---|
| RP01 | Homes which do not meet the decent homes standard | 9.2% | 1.9% | -7.3% |
| RP02(1) | Non-emergency repairs done within the landlord's set timescale | 78.7% | 90.9% | +12.2% |
| RP02(2) | Emergency repairs done within the landlord's set timescale | 91.5% | 97.9% | +6.4% |
Management information measure results: complaints
| Regulator code | Measure title | 2023 to 2024 result | 2024 to 2025 result | Result change |
|---|---|---|---|---|
| CH01(1) | Stage 1 complaints per 1,000 homes | 17.8 cases | 21.7 cases | +3.9 cases |
| CH01(2) | Stage 2 complaints per 1,000 homes | 3.8 cases | 8.7 cases | +4.9 cases |
| CH02(1) | Stage 1 complaints answered within the Housing Ombudsman's complaint handling set timescales | 64.4% | 84.3% | +19.9% |
| CH02(2) | Stage 1 complaints answered within the Housing Ombudsman's complaint handling set timescales | 27.3% | 100% | +72.7% |
National results
The regulator publishes the Tenant Satisfaction Measures results – GOV.UK for all housing providers across England.