Find out how we're using Tenant Satisfaction Measures to assess our housing performance

We gathered the following data from the 1,356 tenant perception surveys carried out by Acuity Research and Practice. 

By 1 April 2024, we own 20,780 Low Cost Rental Accommodation. We do not have any Low Cost Home Ownership.

Our TSM performance summary

Proportion of respondents who report they are satisfied: 

• with the service provided by their landlord (TP01): 63.5%
• with the overall repairs service from their landlord (TP02): 71.1%
• with time taken to complete their most recent repair after reporting (TP03): 62.6%
• that their landlord provides a well maintained home (TP04): 64.9%
• that their landlord provides a home that is safe: (TP05) 70.6%
• that their landlord listens to their views and acts on them (TP06): 52.6%
• their landlord keeps them informed about things that matter to them (TP07): 71.2%
• that their landlord treats them fairly and with respect (TP08): 71.1%
• with their landlord's approach to complaints (TP09): 28.7%
• that their landlord keeps communal areas clean and well maintained (TP10): 65.5%
• that their landlord makes a positive contribution to their neighbourhood (TP11): 68.8%
• with their landlord's approach to anti-social behaviour (TP12): 60.4%

Full TSM performance

TP01: Taking everything into account, how satisfied or dissatisfied are you with the service provided by your landlord?

Very satisfied	373
Fairly satisfied	485
Neither satisfied or dissatisfied	150
Fairly dissatisfied	142
Very dissatisfied	201

TP02: How satisfied or dissatisfied are you with the overall repairs service from your landlord over the last 12 months?

Responded 'Yes' to the filter question relevant to the perception measure	865
Responded 'No' to the filter question relevant to the perception measure	488
Very satisfied	377
Fairly satisfied	257
Neither satisfied or dissatisfied	53
Fairly dissatisfied	72
Very dissatisfied	124

TP03: How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it?

Responded 'Yes' to the filter question relevant to the perception measure	856
Responded 'No' to the filter question relevant to the perception measure	488
Very satisfied	335
Fairly satisfied	204
Neither satisfied or dissatisfied	51
Fairly dissatisfied	86
Very dissatisfied	185

TP04: How satisfied or dissatisfied are you that your landlord provides a home that is well maintained?

Very satisfied	410
Fairly satisfied	467
Neither satisfied or dissatisfied	125
Fairly dissatisfied	137
Very dissatisfied	213

TP05: Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that your landlord provides a home that is safe?

Very satisfied	504
Fairly satisfied	424
Neither satisfied or dissatisfied	105
Fairly dissatisfied	96
Very dissatisfied	185
Not applicable or do not know	41

TP06: How satisfied or dissatisfied are you that your landlord listens to your views and acts upon them?

Very satisfied	239
Fairly satisfied	275
Neither satisfied or dissatisfied	104
Fairly dissatisfied	123
Very dissatisfied	237
Not applicable or do not know	374

TP07: How satisfied or dissatisfied are you that your landlord keeps you informed about things that matter to you?

Very satisfied	411
Fairly satisfied	417
Neither satisfied or dissatisfied	99
Fairly dissatisfied	103
Very dissatisfied	133
Not applicable or do not know	188

TP08: To what extent do you agree or disagree with the following “my landlord treats me fairly and with respect”?

Very satisfied	296
Fairly satisfied	593
Neither satisfied or dissatisfied	174
Fairly dissatisfied	101
Very dissatisfied	87
Not applicable or do not know	102

TP09: How satisfied or dissatisfied are you with your landlord’s approach to complaints handling?

Responded 'Yes' to the filter question relevant to the perception measure	448
Responded 'No' to the filter question relevant to the perception measure	904
Very satisfied	57
Fairly satisfied	71
Neither satisfied or dissatisfied	43
Fairly dissatisfied	72
Very dissatisfied	203

TP10: How satisfied or dissatisfied are you that your landlord keeps these communal areas clean and well maintained?

Responded 'Yes' to the filter question relevant to the perception measure	808
Responded 'No' to the filter question relevant to the perception measure	494
Very satisfied	288
Fairly satisfied	237
Neither satisfied or dissatisfied	62
Fairly dissatisfied	87
Very dissatisfied	128

TP11: How satisfied or dissatisfied are you that your landlord makes a positive contribution to your neighbourhood?

Very satisfied	299
Fairly satisfied	310
Neither satisfied or dissatisfied	93
Fairly dissatisfied	71
Very dissatisfied	112
Not applicable or do not know	469

TP12: How satisfied or dissatisfied are you with your landlord’s approach to handling anti-social behaviour?

Very satisfied	240
Fairly satisfied	202
Neither satisfied or dissatisfied	58
Fairly dissatisfied	64
Very dissatisfied	168
Not applicable or do not know	623

The option "Not applicable" or "don’t know" is only a specified response to TP05, TP06, TP07, TP08, TP11 and TP12.

Download the Tenant Perception Survey script