Tenants Satisfaction Measures (TSMs) results 2024 to 2025
We had 550 survey responses from 2,851 households. The responses were collected from:
- 84.4% from general needs housing
- 15.6% from sheltered housing
Download the documents below for full details of how:
- we carried out the research with tenants
- we 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 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) | Anti-social behaviour cases opened per 1,000 homes | 7.2 cases | 10.9 cases | +3.7 cases |
| NM01(2) | Anti-social 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% |
Housing repairs timescales
Go to timescales for council housing repairs
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 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