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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.
Tenant perception measures
The following tenant satisfaction measures are called tenant perception measures.
The 2024 to 2025 tenant perception measures are from a survey carried out by Acuity. The survey began in September 2024 and 2,372 responses were received.
| Tenant perception measure | 2023 to 2024 | 2024 to 2025 |
|---|---|---|
| TP01: Overall satisfaction | 56% | 58.2% |
| TP02: Satisfaction with repairs | 63% | 65.2% |
| TP03: Satisfaction with time taken to complete most recent repair | 59.9% | 64.1% |
| TP04: Satisfaction that the home is well maintained | 57% | 61.5% |
| TP05: Satisfaction that the home is safe | 64% | 68.2% |
| TP06: Satisfaction that the landlord listens to tenant views and acts upon them | 46% | 50.6% |
| TP07: Satisfaction that the landlord keeps tenants informed about things that matter to them | 62% | 66.7% |
| TP08: Agreement that the landlord treats tenants fairly and with respect | 63% | 66.7% |
| TP09: Satisfaction with the landlord’s approach to handling complaints | 27% | 29.6% |
| TP10: Satisfaction that the landlord keeps communal areas clean and well maintained | 65% | 64.6% |
| TP11: Satisfaction that the landlord makes a positive contribution to neighbourhoods | 63% | 64.1% |
| TP12: Satisfaction with the landlord’s approach to handling antisocial behaviour | 53% | 57.4% |