Tenant satisfaction measures results 2025-26
Thank you to everyone who took part in the tenant perception survey to inform the 2025-26 tenant satisfaction measures. The results show areas of improved performance from last year. In particular, keeping communal areas clean and well maintained has seen the biggest increase in satisfaction.
The results have also highlighted areas where performance has gone down since last year. In particular, satisfaction that the home is well maintained and that we listen to your views and act upon them has seen the biggest decrease in satisfaction. From the feedback received in the tenant perception survey, we’re looking at what we need to do to improve satisfaction in these areas
Overall satisfaction
| Question |
Result 2024-25
|
Results 2025-26 |
Change |
| Proportion of respondents who report that they are satisfied with the overall service from their landlord |
73.6% |
73.2% |
-0.4% |
Keeping properties in good repair
| Question |
Result 2024-25 |
Results 2025-26 |
Change |
| Proportion of homes that do not meet the Decent Homes Standard |
2.4% |
6.7% |
4.3% |
| Proportion of non-emergency responsive repairs completed within the landlord's target timescales* |
77.4% |
76.1% |
-1.3% |
| Proportion of emergency responsive repairs completed within the landlord's target timescales* |
91.9% |
91.1% |
-0.8% |
| Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service |
75.6% |
73.1% |
-2.5% |
| 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 |
74.8% |
72.9% |
-1.9% |
| Proportion of respondents who report that they are satisfied that their home is well maintained |
78.1% |
73.9% |
-4.2% |
* Repair timescales:
- Priority 1 - 2 hours
- Priority 2 - 2 days
- Priority 3 - 5 days
- Right to repair 1 - 1 day
- Right to repair 2 - 3 days
- Right to repair 3 - 7 days
- Right to repair 7 - 7 days
- Priority 4 - 10 days
- Priority 5 - 20 days
- Priority 6 - 40 days
Maintaining building safety
| Question |
Result 2024-25 |
Results 2025-26 |
Change |
| Proportion of homes for which all required gas safety checks have been carried out |
100% |
100% |
- |
| Proportion of homes for which all required fire risk assessments have been carried out |
100% |
100% |
- |
| Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out |
100% |
100% |
- |
| Proportion of homes for which all legionella risk assessments have been carried out |
100% |
100% |
- |
| Proportion of homes for which all required communal passenger lift safety checks have been carried out |
100% |
100% |
- |
| Proportion of respondents who report that they are satisfied that their home is safe |
81.7% |
80.5% |
-1.2% |
Respectful and helpful engagement
| Question |
Result 2024-25 |
Results 2025-26 |
Change |
| Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them |
66.7% |
61.5% |
-5.2% |
| Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them |
70.5% |
72.7% |
2.2% |
| Proportion of respondents who report that they agree their landlord treats them fairly and with respect |
74.9% |
76.2% |
1.3% |
Effective handling of complaints
| Question |
Result 2024-25 |
Results 2025-26 |
Change |
| Number of stage one complaints received per 1,000 homes |
17.6 |
34.6 |
17 |
| Number of stage two complaints received per 1,000 homes |
3.8 |
14.3 |
10.5 |
| Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales |
85.1% |
94.5% |
9.4% |
| Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales |
68.8% |
93.3% |
24.5% |
| Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling |
35.9% |
32% |
-3.9% |
Responsible neighbourhood management
| Question |
Result 2024-25 |
Results 2025-26 |
Change |
| Number of anti-social behaviour cases opened per 1,000 homes |
78.1 |
82.1 |
4 |
| Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes |
0.5 |
1 |
0.5 |
| Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained |
55.7% |
65% |
9.3% |
| Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood |
61.0% |
64.5% |
3.5% |
| Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour |
54.8% |
57.5% |
2.7% |
