Tenant Satisfaction Measures

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.