Council housing performance
Satisfaction measures we must follow and our annual Tenant Satisfaction Measures (TSMs) survey results.
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 |
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 | 9.1% | 2.1% | -7.1% |
| RP02(1) | Non-emergency repairs done within the landlord's set timescale | 78.7% | 90.1% | +11.4% |
| RP02(2) | Emergency repairs done within the landlord's set timescale | 91.5% |
Management information measure results: complaints
| Regulator code | Measure title | 2023 to 2024 result | 2024 to 2025 result | Result change |
|---|---|---|---|---|
| CH01(1) | Stage one complaints per 1,000 homes | 17.8 | 25.8 | +8.0 |
| CH01(2) | Stage two complaints per 1,000 homes | 3.8 | 9.1 | +5.3 |
| CH02(1) | Stage one complaints answered within the Housing Ombudsman's complaint handling set timescales | 64.4% | 84.3% | +19.9% |
| CH02(2) | Stage one 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.
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