Tenant Satisfaction Measures (TSM)
Tenant Satisfaction Measures (TSM's)
The Government introduced Tenant Satisfaction Measures (TSM's) in 2023 which are designed to assess and monitor how well social landlords are doing in providing good quality homes and services.
Every year the Council will:
- Submit our performance against the TSMs to the Regulator of Social Housing.
- Publish our performance against the TSMs on our website and in publications.
In total there are 22 TSMs:
- 10 Landlord Measures – based on information we hold in our systems.
- 12 Tenant Perception Measures – based on the views from a sample survey of our tenants.
The TSMs relate to five areas:
- Keeping homes in good repair: We want to know if your home is in good condition and if it is getting the repairs it needs.
- Maintaining building safety: We want to know if your home is safe and if it meets all the safety standards.
- Effective handling of complaints: We want to know if we are handling your complaints quickly and fairly.
- Being respectful and helpful: We want to know if we are respectful and helpful when you need us.
- Responsible neighbourhood management: We want to know if we are managing your neighbourhood well and if we are keeping it safe and clean.
How did we do in 2025/26?
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Keeping homes in good repair |
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7.6% of our homes do not meet the Decent Homes Standard |
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77.4% of tenants are satisfied their home is well maintained |
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72.9% of tenants are satisfied communal areas are clean and well maintained |
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98.6% of emergency repairs completed in time (4 hours for emergency gas and responsive repairs, 44 hours for urgent gas responsive repairs) 97.5.% of non-emergency repairs completed in time: (5 working days for Significant Mould, 28 days) |
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78.7% of tenants are satisfied with the repairs service |
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78.1% of tenants are satisfied with the time taken to complete their most recent repair |
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Maintaining building safety |
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81.8% of tenants are satisfied their homes are safe |
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100% of fire safety assessments carried out |
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99.9% of gas safety checks have been completed |
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100% of asbestos checks have been completed |
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100% of water safety checks have been completed |
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100% of lift safety checks have been completed |
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Effective handling of complaints |
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34.5% of tenants are satisfied with our approach to complaints handling |
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84.7% of stage 1 complaints handled within the Housing Ombudsman’s timescales 22.9% of stage 2 complaints handled within the Housing Ombudsman’s timescales |
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23.1 stage 1 complaints received (per 1000 homes) 1.8 stage 2 complaints received (per 1000 homes) |
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Being respectful and helpful |
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77.6% of tenants are satisfied with the overall service we provide |
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76.4% of tenants are satisfied we keep them informed about things that matter to them |
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69.7% of tenants are satisfied we listen to their views and act upon them |
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83.1% of tenants agree we treat them fairly and with respect |
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Responsible neighbourhood management |
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71.7% of tenants are satisfied we make a positive contribution to neighbourhoods |
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69.8 anti-social behaviour cases (per 1000 homes) 0.3 of anti-social behaviour cases involved Hate Crime (per 1000 homes) 61.6% of tenants are satisfied with our approach to handling anti-social behaviour |
If you would like to read a summary of our Tenant Satisfaction Measure Survey for 2025/26, please click the link below:
Summary of Tenant Satisfaction Measures Survey 25/26
If you would like to view the questions that had been asked as part of the Tenant Satisfaction Measures Perception Survery for 2025/26, please click the link below:
Tenant Satisfaction Measures Perception Survey 25/26
For a glossary of terms, please use the page below:
