Tenant Satisfaction Survey 2025-26
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 15 September through to 25 October 2025 to allow us to contact as many people as possible.
Read the summary of our approach.
How did we do
Our 2025/26 end of year results:
|
Measure |
Result |
|---|---|
|
Overall satisfaction |
76% |
|
Satisfaction with repairs |
80% |
|
Satisfaction with time taken to complete most recent repair |
76% |
|
Satisfaction that home is well maintained |
78% |
|
Satisfaction that you feel safe at home |
82% |
|
Satisfaction that your landlord listens and acts |
67% |
|
Satisfaction that your landlord keeps you well informed |
79% |
|
Agree that your landlord is fair and respectful |
81% |
|
Satisfaction with complaint handling |
32% |
|
Satisfaction that communal areas are kept clean and well maintained |
77% |
|
Satisfaction that your landlord makes a positive contribution |
72% |
|
Satisfaction with landlord’s handling of anti-social behaviour |
62% |
Overall satisfaction
|
Measure |
Result |
|---|---|
|
Proportion of respondents who report that they are satisfied with the overall service from their landlord |
76% |
Keeping properties in good repair
|
Measure |
Result |
|---|---|
|
Proportion of homes that do not meet the Decent Homes Standard |
6.9% |
|
Proportion of non-emergency responsive repairs completed within the landlord's target timescales |
84% |
|
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 |
80% |
|
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 |
76% |
|
Proportion of respondents who report that they are satisfied that their home is well maintained |
78% |
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 |
82% |
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 |
67% |
|
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them |
79% |
|
Proportion of respondents who report that they agree their landlord treats them fairly and with respect |
81% |
Effective handling of complaints
|
Measure |
Result |
|---|---|
|
Number of stage one complaints received per 1,000 homes |
52.3 |
|
Number of stage two complaints received per 1,000 homes |
5.3 |
|
Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales |
92.8% |
|
Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales |
86.7% |
|
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling |
32% |
Responsible neighbourhood management
|
Measure |
Result |
|---|---|
|
Number of anti-social behaviour cases opened per 1,000 homes |
29.4 |
|
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes |
0.5 |
|
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained |
77% |
|
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood |
72% |
|
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour |
62% |
Read the full report of 2025-26 tenant satisfaction measures.
Representativeness of responses
The results were not weighted but 100% 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.