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
In an effort to be more efficient, we used a different method to carry out our tenant satisfaction survey for 2024/25.
As a result, our satisfaction figures were much lower than previously.
The overall satisfaction (TP01) score for 2024 to 2025 was 44.5 percent based on just over 800 email survey responses.
Our previous survey results used the telephone survey method to collect feedback, which helped to form a much more representative picture of tenants’ views.
So, to gather more views about our service, and help provide better insight to how we shape the way we deliver for our tenants, we ran a telephone survey in June 2025. The results of this shows a 70.8 percent satisfaction rate.
This won’t change the low rating that we have been given, or the work that is underway to address those outcomes from the original email survey.
However, we are pleased that the additional customer insight and positive satisfaction rate (which would put us in the top five London boroughs when compared to the 2023/24 results) shows how we continue to strive to provide a good service to our tenants.
View our Tenant Satisfaction Measures and Housing Survey Feedback reports