Housing Annual Report
Surveys and performance reporting
We conduct surveys of our Housing service and publish the results in a series of reports.
We also make sure we include direct 'you said, we did' information so you can see specific examples of our work.
Tenant Satisfaction Measures (TSMs)
Tenant satisfaction measures (TSMs) are a set of performance indicators used to assess how well social housing landlords are meeting the needs of their tenants.
These measures are designed to help social housing providers understand areas of strength and weakness in their service delivery and to hold them accountable to tenants.
The main areas covered by TSMs
- Keeping properties in good repair - This includes the time taken to complete repairs, the quality of repairs, and the overall condition of the property.
- Maintaining building safety - This covers aspects like fire safety, gas safety, and ensuring the building is structurally sound.
- Respectful and helpful engagement - This focuses on how well landlords listen to tenants' views, act on their feedback, and treat them with fairness and respect.
- Effective handling of complaints - This includes how promptly and effectively landlords respond to and resolve complaints.
- Responsible neighbourhood management - This involves how landlords address issues like antisocial behaviour and ensure a safe and pleasant environment for tenants.
How we measure our TSMs and how we are we doing
The changes that were made to the tenant’s survey
To be more efficient, we used an email survey to collect feedback from tenants for our 2024/25 satisfaction results.
This was a shift from our previous method, which involved telephone surveys.
The impact of the changes to the survey
Because the questions were asked via email, their interpretation led to a negative bias in responses.
This meant the survey results didn’t give us an accurate picture of resident satisfaction.
The overall satisfaction score dropped to 44.5 percent, which is much lower than previous years.
Our follow up telephone survey
To get a better understanding, we ran a follow-up telephone survey in June 2025.
This gave us a much broader view of tenant opinions, and the satisfaction score from this was 70.8 percent.
Both surveys matter to us
While the official score from the email survey remains low, the telephone survey shows that many tenants are more satisfied than the initial results suggested.
In fact, the 70.8 percent score would place us among the top five London boroughs based on last year’s figures.
Our next steps
We’re using both sets of results to guide improvements.
The lower score from the email survey highlights areas we need to work on, and the telephone survey gives us confidence that many tenants are seeing positive changes.
View our Tenant Satisfaction Measures and Housing Survey Feedback reports