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How our tenants think we're doing as a landlord
Every year we publish tenant satisfaction measures (TSMs) that show tenant satisfaction with our work as a landlord and with the services we provide.
Management information measures
The following tenant satisfaction measures are based on management information that we hold.
| Measure | 2023 to 2024 | 2024 to 2025 |
|---|---|---|
| RP01: Homes that do not meet the Decent Homes Standard | 23.8% | 22.85% |
| RP02 (1): Non-emergency repairs completed within target timescale | 80.1% | 79.99% |
| RP02 (2): Emergency repairs completed within target timescale | 94.3% | 92.17% |
| BS01: Gas safety checks | 99.5% | 99.87% |
| BS02: Fire safety checks | 99.9% | 99.9% |
| BS03: Asbestos safety checks | 100% | 100% |
| BS04: Water safety checks | 96.30% | 98.99% |
| BS05: Lift safety checks | 100% | 96.97% |
| CH01 (1): Stage 1 complaints relevant to the size of the landlord | 155 per 1,000 homes | 150.89 per 1,000 |
| CH01 (2): Stage 2 complaints relevant to the size of the landlord | 23 per 1,000 homes | 28.58 per 1,000 homes |
| CH02 (1): Stage 1 complaints responded to within Complaint Handling Code timescales | 66% | 27.06% |
| CH02 (2): Stage 2 complaints responded to within Complaint Handling Code timescales | 20.1% | 23.06% |
| NM01: Antisocial behaviour cases relative to the size of the landlord (number of cases per 1,000 properties) | 47.7 per 1,000 homes | 51.71 per 1,000 homes |
| NM01: Antisocial behaviour cases that involve hate incidents, relative to the size of the landlord (number of cases with hate incidents per 1,000 properties) | 0.6 per 1,000 homes | 0.92 per 1,000 homes |