How we measure tenant satisfaction

We have a duty to measure how satisfied our tenants are in line with the Social Housing (Regulation) Act 2023. Each year we must:

  • take a representative sample survey of our tenants to gather performance against specific indicators
  • publish the scores as our Tenant Satisfaction Measures (TSMs)

The GOV.UK website provides more information about standards, requirements and TSMs for social landlords.

What we're doing

As a social landlord, we are responsible for around 13,200 tenant and 3,000 leasehold properties in the borough. Around 40,000 people live in these homes.

Our TSMs for 2023/24 are taken from: 

  • performance recorded between 1 April 2023 and 31 March 2024
  • the results of nearly a thousand household surveys completed during fieldwork in December 2023 and January 2024

In future, we intend to provide contextual information such as benchmarking our performance against national and other London local authority landlords.

However, as this is the first year of recording and publishing TSMs, this information is not available yet. We will update this page with relevant information when it becomes avaliable.

Results for 2023/24

TSM description Score Context
Proportion of homes for which all required gas safety checks have been carried out. 99.9% Access issues with a small number of properties.
Proportion of homes for which all required fire risk assessments have been carried out. 100% Fully compliant.
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. 100% Fully compliant.
Proportion of homes for which all required legionella risk assessments have been carried out. 100% Fully compliant.
Proportion of homes for which all required communal passenger lift safety checks have been carried out. 97.5% Certification issues with a small number of lifts, but all checked by engineers and assured safe.
Number of anti-social behaviour cases opened per 1,000 homes. 27.8 out of 1,000 Benchmarking/context to be confirmed.
Proportion of homes that do not meet the Decent Homes Standard. 8.6% Access issues with scheduled fixture replacements at a number of properties.
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale. 72% Benchmarking/context to be confirmed.
Proportion of emergency responsive repairs completed within the landlord’s target timescale. 99.7% Benchmarking/context to be confirmed.
Number of stage one complaints received per 1,000 homes. 37.5 out of 1,000 Benchmarking/context to be confirmed.
Number of stage two complaints received per 1,000 homes. 8.4 out of 1,000 Benchmarking/context to be confirmed.
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. 84.1% Benchmarking/context to be confirmed.
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. 73% Benchmarking/context to be confirmed.
Proportion of respondents who report that they are satisfied with the overall service from their landlord. 66.5% Benchmarking/context to be confirmed.
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service. 69.8% Benchmarking/context to be confirmed.
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. 70.7% Benchmarking/context to be confirmed.
Proportion of respondents who report that they are satisfied that their home is well maintained. 65.5% Benchmarking/context to be confirmed.
Proportion of respondents who report that they are satisfied that their home is safe. 72.1% Benchmarking/context to be confirmed.
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. 58.6% Benchmarking/context to be confirmed.
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. 73.6% Benchmarking/context to be confirmed.
Proportion of respondents who report that they agree their landlord treats them fairly and with respect. 73.4% Benchmarking/context to be confirmed.
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling. 30.9% Benchmarking/context to be confirmed.
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. 70% Benchmarking/context to be confirmed.
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. 69.5% Benchmarking/context to be confirmed.
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour. 61.8% Benchmarking/context to be confirmed.
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