Tenant Satisfaction Measures

Satisfaction measures we must follow and our annual Tenant Satisfaction Measures (TSMs) survey results.

Contents

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

You can view or 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