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Tenant Satisfaction Measures
The Tenant Satisfaction Measures (TSMs) allows us to see how we are performing as a landlord and helps us understand how you feel about the home you live in and the services we provide. It gives you greater transparency about our overall performance as your landlord.
We need to produce and report the TSM results every year in line with the requirements of the Regulator of Social Housing. There are 22 TSMs in total, the results of 12 of the measures come from a TSM perception survey and the remaining 10 are performance measures taken from our housing management systems.
We have commissioned a specialist company called Acuity to conduct the TSM perception survey. The survey's take place each quarter throughout the year.
The surveys are strictly confidential, and your responses will be given back to us anonymously unless you give Acuity permission to share your details with us.
The performance measures relate to Building Safety (Compliance), ASB, Neighbourhood Management, Complaints and Repairs. Further detailed information about the Tenant Satisfaction Measures are available on the government website. On this page you can view our current and previous years results.
Tenant Satisfaction Measures - results 2026/27
If you're randomly selected to take part in our Tenant Satisfaction Measures survey, you can tell us what you think about your home and the services we provide. It should only take around ten minutes of your time. If you have previously completed a survey, you will not be contacted again this year.
The survey is carried out by telephone and we will be conducting around 125 of these per quarter, or a little over 500 across the year, to reach the number of responses required by the regulator.
To make it as fair as possible, Acuity will be contacting residents at random. They make calls between 9.30am and 8pm, Monday to Friday and between 10am and 4pm on Saturdays.
The surveys are strictly confidential, and your responses will be given back to us anonymously, without your name or any other identifying information, unless you give us your permission. By allowing us to see your responses, we will have better information to help us improve our services. You will also be asked if you would like us to contact you about any issues you have raised.
Tenant Satisfaction Measures - results 2025/26
Result tables for 2025/26 and last 2 years:
Please see our Summary of Approach and question set 2025-26 [docx] 3MB
Compliance
| Tenant satisfaction measure | 2023/24 | 2024/25 | 2025/26 |
|---|---|---|---|
| BS01 - proportion of homes for which all required gas safety checks have been carried out. | 99.8% | 99.9% | 99.7% |
| BS02 - proportion of homes for which all required fire risk assessments have been carried out. | 100% | 100% | 100% |
| BS03 - proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. | 74% | 100% | 100% |
| BS04 - proportion of homes for which all required legionella risk assessments have been carried out. | 66.8% | 100% | 85.7% |
| BS05 -proportion of homes for which all required communal passenger lift safety checks have been carried out | 100% | 100% | 100% |
Anti-social behaviour
| Tenant satisfaction measure | 2023/24 | 2024/25 | 2025/26 |
|---|---|---|---|
| NM01 - number of anti-social behaviour cases opened per 1,000 homes. | 25.4 | 20.1 | 60.4 |
| NM01 - number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes. | 0.3 | 0.6 | 0.0 |
Complaints
| Tenant satisfaction measure | 2023/24 | 2024/25 | 2025/26 |
|---|---|---|---|
| CH01 - number of stage one complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes. | 90.4 | 70.7 | 63 |
| CH02 - proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales. | 89% | 71.6% | 81.5% |
| CH01 - number of stage two complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes. | 16.9 | 19.8 | 19.5 |
| CH02 - proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales. | 94.8% | 70.6% | 91% |
Repairs
| Tenant satisfaction measure | 2023/24 | 2024/25 | 2025/26 |
|---|---|---|---|
| RP01 - Proportion of homes that do not meet the Decent Homes Standard | Did not submit | 10.9% | 43.4% |
| RP02 - proportion of non-emergency responsive repairs completed within the landlord's target timescale. | 77.9% | 66.6% | 66.7% |
| RP02 - proportion of emergency responsive repairs completed within the landlord's target timescale. | 81% | 63.8% | 73.3% |
We have one target timescale for emergency responsive repairs - 24 hours
We have 5 target timescales for non emergency responsive repairs:
- Urgent 5 days
- D&M 10 days
- Routine 20 days
- Right to Repair 3 days
- Right to Repair 7 days
Perception measures
| Tenant satisfaction measure | 2023/24 | 2024/25 | 2025/26 |
|---|---|---|---|
| TP01 - Proportion of respondents who report that they are satisfied with the overall service from their landlord. | 58% | 61% | 65.9% |
| TP02 - Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service. | 58% | 70% | 68.2% |
| TP03 - Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair. | 53% | 66% | 64% |
| TP04 - Proportion of respondents who report that they are satisfied that their home is well maintained. | 55% | 63% | 66.7% |
| TP05 - Proportion of respondents who report that they are satisfied that their home is safe. | 39% | 75% | 75.3% |
| TP06 - Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. | 38% | 47% | 54.3% |
| TP07 - Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. | 47% | 69% | 71.8% |
| TP08 - Proportion of respondents who report that they agree their landlord treats them fairly and with respect. | 57% | 74% | 74.7% |
| TP09 - Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord's approach to complaints handling. | 23% | 27% | 22.3% |
| TP10 - Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. | 49% | 55% | 62.5% |
| TP11 - Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. | 46% | 65% | 66.3% |
| TP12 - Proportion of respondents who report that they are satisfied with their landlord's approach to handling anti-social behaviour. | 43% | 53% | 56.1% |
Tenant Satisfaction Measures - results 2024/25
Tenant satisfaction measures performance results
Please see our Tenant Satisfaction Survey report 202425 [pdf] 740KB
Compliance
| Tenant satisfaction measure | Our performance 2023/24 | Our performance 2024/25 |
|---|---|---|
| BS01 - proportion of homes for which all required gas safety checks have been carried out. | 99.8% | 99.9% (+0.1%) |
| BS02 - proportion of homes for which all required fire risk assessments have been carried out. | 100% | 100% |
| BS03 - proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. | 74% | 100% (+26%) |
| BS04 - proportion of homes for which all required legionella risk assessments have been carried out. | 66.8% | 100% (+33.2%) |
| BS05 -proportion of homes for which all required communal passenger lift safety checks have been carried out | 100% | 100% |
Anti-social behaviour
| Tenant satisfaction measure | Our performance 2023/24 | Our performance 2024/25 |
|---|---|---|
| NM01 - number of anti-social behaviour cases opened per 1,000 homes. | 25.4 | 20.1 (-5.3) |
| NM01 - number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes. | 0.3 | 0.6 (+0.4) |
Complaints
| Tenant satisfaction measure | Our performance 2023/24 | Our performance 2024/25 |
|---|---|---|
| CH01 - number of stage one complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes. | 90.4 | 70.7 (-19.7) |
| CH02 - proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales. | 89% | 71.6% (-17.3%) |
| CH01 - number of stage two complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes. | 16.9 | 19.8 (+2.9) |
| CH02 - proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales. | 94.8% | 70.6% (-24.2%) |
Repairs
| Tenant satisfaction measure | Our performance 2023/24 | Our performance 2024/25 |
|---|---|---|
| RP01 - Proportion of homes that do not meet the Decent Homes Standard | Did not submit | 10.9% |
| RP02 - proportion of non-emergency responsive repairs completed within the landlord's target timescale. | 77.9% | 66.6% (-11.2%) |
| RP02 - proportion of emergency responsive repairs completed within the landlord's target timescale. | 81% | 63.8% (-17.1%) |
Perception measures
| Tenant satisfaction measure | Our performance 2023/24 | Our performance 2024/25 |
|---|---|---|
| TP01 - Proportion of respondents who report that they are satisfied with the overall service from their landlord. | 58% | 61% (+3%) |
| TP02 - Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service. | 58% | 70% (+12%) |
| TP03 - Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair. | 53% | 66% (+13%) |
| TP04 - Proportion of respondents who report that they are satisfied that their home is well maintained. | 55% | 63% (+8%) |
| TP05 - Proportion of respondents who report that they are satisfied that their home is safe. | 39% | 75% (+16%) |
| TP06 - Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. | 38% | 47% (+9%) |
| TP07 - Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. | 47% | 69% (+22%) |
| TP08 - Proportion of respondents who report that they agree their landlord treats them fairly and with respect. | 57% | 74% (+17%) |
| TP09 - Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord's approach to complaints handling. | 23% | 27% (+4%) |
| TP10 - Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. | 49% | 55% (+6%) |
| TP11 - Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. | 46% | 65% (+19%) |
| TP12 - Proportion of respondents who report that they are satisfied with their landlord's approach to handling anti-social behaviour. | 43% | 53% (+10%) |
Tenant Satisfaction Measures - results 2023/24
Compliance
| Tenant satisfaction measure | Our performance 2023/24 |
|---|---|
| BS01 - proportion of homes for which all required gas safety checks have been carried out. | 99.8% |
| BS02 - proportion of homes for which all required fire risk assessments have been carried out. | 100% |
| BS03 - proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. | 74% |
| BS04 - proportion of homes for which all required legionella risk assessments have been carried out. | 66.8% |
| BS05 -proportion of homes for which all required communal passenger lift safety checks have been carried out | 100% |
Anti-social behaviour
| Tenant satisfaction measure | Our performance 2023/24 |
|---|---|
| NM01 - number of anti-social behaviour cases opened per 1,000 homes. | 25.4 |
| NM01 - number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes. | 0.3 |
Complaints
| Tenant satisfaction measure | Our performance 2023/24 |
|---|---|
| CH01 - number of stage one complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes. | 90.4 |
| CH02 - proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales. | 89% |
| CH01 - number of stage two complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes. | 16.9 |
| CH02 - proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales. | 94.8% |
Repairs
| Tenant satisfaction measure | Our performance 2023/24 |
|---|---|
| RP01 - Proportion of homes that do not meet the Decent Homes Standard | Did not submit |
| RP02 - proportion of non-emergency responsive repairs completed within the landlord's target timescale. | 77.9% |
| RP02 - proportion of emergency responsive repairs completed within the landlord's target timescale. | 81% |
Perception measures
| Tenant satisfaction measure | Our performance 2023/24 |
|---|---|
| TP01 - Proportion of respondents who report that they are satisfied with the overall service from their landlord. | 58% |
| TP02 - Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service. | 58% |
| TP03 - Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair. | 53% |
| TP04 - Proportion of respondents who report that they are satisfied that their home is well maintained. | 55% |
| TP05 - Proportion of respondents who report that they are satisfied that their home is safe. | 39% |
| TP06 - Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. | 38% |
| TP07 - Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. | 47% |
| TP08 - Proportion of respondents who report that they agree their landlord treats them fairly and with respect. | 57% |
| TP09 - Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord's approach to complaints handling. | 23% |
| TP10 - Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. | 49% |
| TP11 - Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. | 46% |
| TP12 - Proportion of respondents who report that they are satisfied with their landlord's approach to handling anti-social behaviour. | 43% |
Summary of approach further information
Summary of achieved sample size (number of responses)
1,187
Timing of survey
01/06/2023 to 31/07/2023
Collection method(s) - Including summary of responses by survey collection method and the rationale for the survey collection method(s) chosen.
37% online, 63% postal - Our rationale for carrying out a census postal and online survey was to afford opportunities for each of our tenants to complete the survey and provide their views on satisfaction with our
service, maximising response rates in the most cost effective way.
Sample method
Census
Summary of the assessment of representativeness of the sample against the relevant tenant population (including reference to the characteristics against which representativeness has been assessed) To include proportion of the relevant (a) tenant population and (b) total survey responses that share the principal characteristics for which representativeness has been assessed.
Housing group
| Row Labels | Responses | % | Population | % |
|---|---|---|---|---|
| GENERAL | 858 | 72% | 2689 | 80% |
| GENFUND | 7 | 1% | 11 | 0.3% |
| SHELTER | 315 | 27% | 641 | 19% |
| TA | 7 | 1% | 38 | 1% |
| Grand Total | 1187 | 100% | 3379 | 100% |
Age group
| Row Labels | Responses | % | Population | % |
|---|---|---|---|---|
| 0 - 24 | 17 | 1% | 80 | 2% |
| 25 - 34 | 69 | 6% | 316 | 9% |
| 35 - 44 | 104 | 9% | 474 | 14% |
| 45 - 54 | 163 | 14% | 586 | 17% |
| 55 - 59 | 125 | 11% | 332 | 10% |
| 60 - 64 | 135 | 11% | 367 | 11% |
| 65 - 74 | 282 | 24% | 589 | 17% |
| 75 - 84 | 194 | 16% | 429 | 13% |
| 85+ | 90 | 8% | 177 | 5% |
| Unknown | 8 | 1% | 29 | 1% |
| Grand Total | 1187 | 100% | 3379 | 100% |
Any weighting applied to generate the reported perception measures (including a reference to all characteristics used to weight results)
Weighted based on age.
The role of any named external contractor(s) in collecting, generating, or validating the reported perception measures
Acuity Research & Practice Ltd - Collecting, generating, validating reported perception measures
The number of tenant households within the relevant population that have not been included in the sample frame due to the exceptional circumstances described in paragraph below* with a broad rationale for their removal
N/A
Reasons for any failure to meet the required sample size requirements
N/A - 1189 responses were received giving an accuracy rate of within ±2.3%.
Type and amount of any incentives offered to tenants to encourage survey completion
£100 Love2Shop Voucher to one participant selected at random
Any other methodological issues likely to have a material impact on the tenant perception measures reported
N/A
accordion end
Tenant satisfaction measures - tenant questionnaire [pdf] 176KB
Additional surveys and performance information
Arun Housing Service conducts formal and informal surveys. There are currently 2 types of formal surveys:
- perception surveys
- transactional surveys
Both surveys are conducted by a company called Acuity Research and Practice.
We also run informal surveys throughout the year when we want to ask tenants for their thoughts and opinions in a particular area.
You can find out more about our surveys here.