Tenant Satisfaction Survey 2024-25
The Regulator of Social Housing requires us to publish a summary of the tenant perception survey approach used to generate our published tenant perception measures.
The Survey
The survey ran from 5 November 2024 through to 4 February 2025 to allow us to contact as many people as possible.
Read the report about our approach to the tenant satisfaction measures.
How did we do
Our 2024/25 end of year results:
|
Measure |
Result |
|---|---|
|
Overall satisfaction |
71% |
|
Satisfaction with repairs |
77% |
|
Satisfaction with time taken to complete most recent repair |
75% |
|
Satisfaction that home is well maintained |
70% |
|
Satisfaction that you feel safe at home |
77% |
|
Satisfaction that your landlord listens and acts |
63% |
|
Satisfaction that your landlord keeps you well informed |
75% |
|
Agree that your landlord is fair and respectful |
78% |
|
Satisfaction with complaint handling |
31% |
|
Satisfaction that communal areas are kept clean and well maintained |
73% |
|
Satisfaction that your landlord makes a positive contribution |
66% |
|
Satisfaction with landlord’s handling of anti-social behaviour |
50% |
Overall satisfaction
|
Measure |
Result |
|---|---|
|
Proportion of respondents who report that they are satisfied with the overall service from their landlord |
71% |
Keeping properties in good repair
|
Measure |
Result |
|---|---|
|
Proportion of homes that do not meet the Decent Homes Standard |
5.2% |
|
Proportion of non-emergency responsive repairs completed within the landlord's target timescales |
89.5% |
|
Proportion of emergency responsive repairs completed within the landlord's target timescales |
100% |
|
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service |
77% |
|
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 |
75% |
|
Proportion of respondents who report that they are satisfied that their home is well maintained |
77% |
Maintaining building safety
|
Measure |
Result |
|---|---|
|
Proportion of homes for which all required gas safety checks have been carried out |
100% |
|
Proportion of homes for which all required fire risk assessments have been carried out |
100% |
|
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out |
100% |
|
Proportion of homes for which all legionella risk assessments have been carried out |
100% |
|
Proportion of homes for which all required communal passenger lift safety checks have been carried out |
100% |
|
Proportion of respondents who report that they are satisfied that their home is safe |
77% |
Respectful and helpful engagement
|
Measure |
Result |
|---|---|
|
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them |
63% |
|
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them |
75% |
|
Proportion of respondents who report that they agree their landlord treats them fairly and with respect |
78% |
Effective handling of complaints
|
Measure |
Result |
|---|---|
|
Number of stage one complaints received per 1,000 homes |
22.7 |
|
Number of stage two complaints received per 1,000 homes |
4.8 |
|
Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales |
95.3% |
|
Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales |
96.3% |
|
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling |
31% |
Responsible neighbourhood management
|
Measure |
Result |
|---|---|
|
Number of anti-social behaviour cases opened per 1,000 homes |
26.1 |
|
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes |
0.2 |
|
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained |
73% |
|
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood |
66% |
|
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour |
50% |
Read the full report of 2024-25 tenant satisfaction measures.
Representativeness of responses
The results were not weighted but 91% of the surveys were completed by tenants living in general needs accommodation, and who live in a variety of type of property. This allowed us to get a better understanding of overall satisfaction.