Tenant Satisfaction Measures
The Tenant Satisfaction Measures (TSMs) show how well we are performing.
The Regulator of Social Housing created the TSMs to monitor how well social housing landlords are doing at providing good quality homes and services.
There are 22 things that are measured in total:
-
12 come from feedback surveys based on what our customers think and feel
-
10 come from data we hold on our systems - for example the number of gas safety checks we've done
The measures focus on five themes:
-
Keeping homes in good repair
-
Making buildings safe
-
Treating tenants with respect
-
Handling complaints well
-
Managing neighbourhoods responsibly.
Overall satisfaction results
Year to date
(April 2025 - December 2025)
Low Cost Rental Accommodation
- Greater Manchester and Cheshire: 77%
- Lancashire: 73%
- Merseyside: 78%
Year End 2024/2025
For Low Cost Rental Accommodation
- Greater Manchester and Cheshire: 80%
- Lancashire: 77%
- Merseyside: 73%
Satisfaction that we listen to tenant views and act
Year to date
(April 2025 - December 2025)
Low Cost Rental Accommodation
- Greater Manchester and Cheshire: 73%
- Lancashire: 67%
- Merseyside: 75%
Year End 2024/2025
Low Cost Rental Accommodation
- Greater Manchester and Cheshire: 73%
- Lancashire: 72%
- Merseyside: 67%
Our TSM scores in full
Click the accordions below to read our TSM results in full.
Satisfaction Results October 2025 - December 2025
The Regulator of Social Housing (RSH) has shared satisfaction results for 2024/25. Landlords share their results with the Regulator, and this helps us to see how well we are doing compared to other landlords.
The table below shows how we did from October to December 2025 (also known as quarter three.) It compares our results to the targets we set for ourselves, and to the 2024/25 results from the RSH for private registered landlords. These results do not include Local Authorities.
Please note that these results are based on less data than the whole year , so the numbers might not be directly comparable.
We've used shading across our tables to show how we are performing compared to our targets.
|
Colour shading |
What does this shading mean? |
|
Green |
We are hitting the target we set |
|
Amber |
We are close to hitting the target we set |
|
Red |
We are below the target we set |
|
Grey |
We don't set a target or we are waiting for a full year of data to report on our performance. |
Download our full October – December results, here (this link will open in a new window.)
Low Cost Rental Accommodation — October 2025 — December 2025 results
This table shows the satisfaction results from residents living in Low-Cost Rental Accommodation only (LCRA). LCRA includes general needs, supported housing, Housing for Older People, intermediate rent and temporary social housing.
|
TSM - LCRA |
Oct 25 – Dec 25 (Quarter 3) |
Year-to-date April 25-Dec 25 |
Target 25/26 |
RSH median 24/25 (private RPs) |
Performance against target |
|
Overall satisfaction |
75.9% |
75.9% |
76.5% |
75.4% |
Near target |
|
Repairs service |
76.9% |
78.6% |
73.5% |
76.1% |
In target |
|
Timeliness (repairs) |
76.2% |
75.4% |
73.0% |
70.8% |
In target |
|
Well maintained home |
80.2% |
80.3% |
76.5% |
75.0% |
In target |
|
Home is safe |
81.3% |
83.9% |
84.0% |
80.3% |
Near target |
|
Listen and act |
69.6% |
71.9% |
70.0% |
65.7% |
Near target |
|
Kept informed |
73.1% |
74.4% |
72.5% |
74.4% |
In target |
|
Treat fair and with respect |
81.2% |
81.3% |
79.0% |
80.4% |
In target |
|
Complaint handling |
36.9% |
37.8% |
41.5% |
38.8% |
Out of target |
|
Communal areas |
74.8% |
72.0% |
75.5% |
68.8% |
Near target |
|
Contribution to neighbourhood |
66.8% |
67.1% |
64.5% |
67.2% |
In target |
|
Approach to ASB |
68.6% |
67.1% |
68.0% |
63.4% |
In target |
Low-Cost Home Ownership - October 2025 — December 2025 results
The table below shows how we did from October to December 2025. It compares our results to the targets we set for ourselves, and also to the 2024/25 results from the Regulator of Social Housing for private landlords. These results do not include Local Authorities.
|
TSM – LCHO |
Oct 25-Dec 25 |
Year-to-date (April 25-Dec 25) |
Target 25/26 |
RSH median 24/25 (private landlords) |
Performance against target |
|
Overall satisfaction |
51.9% |
49.4% |
49.5% |
49.2% |
In target |
|
Home is safe |
67.2% |
71.8% |
74.0% |
72.6% |
Near target |
|
Listen and act |
41.2% |
41.8% |
41.0% |
38.9% |
In target |
|
Kept informed |
51.4% |
51.6% |
57.0% |
56.3% |
Near target |
|
Treat fair and with respect |
50.7% |
53.0% |
56.0% |
60.0% |
Near target |
|
Complaint handling |
12.5% |
18.6% |
25.0% |
23.5% |
Out of target |
|
Communal areas |
63.6% |
60.0% |
64.0% |
46.9% |
Near target |
|
Contribution to neighbourhood |
39.7% |
37.7% |
40.0% |
40.8% |
Near target |
|
Approach to ASB |
41.7% |
41.5% |
46.0% |
38.3% |
Near target |
TSM Management Information October 2025 — December 2025 results
These are the 10 metrics that come from our systems rather than through a satisfaction survey.
|
TSM Management Information Measures |
Oct 25-Dec 25 |
Target 25/26 |
National median 24/25 (private) |
Performance against target |
|
% of home that have all the necessary gas checks. |
100% |
100% |
100% |
In target |
|
The % of homes in buildings that have had all the necessary fire risk assessments. |
100% |
100% |
100% |
In target |
|
The % of homes in buildings that have asbestos management surveys or re-inspections. |
100% |
100% |
100% |
In target |
|
The % of homes that have had all the necessary legionella risk assessments. |
100% |
100% |
100% |
In target |
|
The % of homes in buildings where communal passenger lifts have necessary safety checks. |
100% |
100% |
100% |
In target |
|
Stage 1 complaints responded to within the Housing Ombudsman’s timescales (LCHO). |
100% |
100% |
86.5% |
In target |
|
Stage 1 complaints responded to within the Housing Ombudsman’s timescales (LCRA). |
98.4% |
100% |
93.9% |
Near target |
|
Stage 2 complaints responded to within the Housing Ombudsman’s timescales (LCHO). |
100% |
100% |
86.5% |
In target |
|
Stage 2 complaints responded to within the Housing Ombudsman’s timescales (LCRA). |
90.0% |
100% |
93.8% |
Out of target |
|
% of homes that do not meet Decent Homes Standard |
Annual KPI |
0.0% |
0.1% |
N/A |
|
Non-Emergency repairs completed within target timescale. |
91.7% |
100% |
81.3% |
Near target |
|
Emergency repairs completed within target timescale (24 hours) |
98.4% |
100% |
95.2% |
Near target |
|
Number of stage 1 complaints per 1,000 homes (LCRA) |
14.3 |
Data only |
59 |
N/A |
|
Number of stage 2 complaints per 1,000 homes (LCRA) |
1.3 |
Data only |
9 |
N/A N/A |
|
Number of stage 1 complaints per 1,000 homes (LCHO) |
12.8 |
Data only |
40.7 |
N/A |
|
Number of stage 2 complaints per 1,000 homes (LCHO) |
0.9 |
Data only |
11.6 |
N/A |
|
Number of anti-social cases opened per 1,000 homes |
9.1 |
Data only |
34.5 |
N/A |
|
Number of anti-social cases that involved hate incidents opened per 1,000 homes |
0.2 |
Data only |
0.7 |
N/A |
For our repairs performance, we keep adding new data about repairs as we get it throughout the year. This means that the numbers might change as the year goes on.
Satisfaction Results July 2025 - September 2025
The Regulator of Social Housing (RSH) has released the 2024/25 Tenant Satisfaction Measures results, submitted by landlords.
This means we can compare our performance with other landlords. The table below compares how satisfied our Low Cost Rental Accommodation residents are from July to September 2025 compared to our targets and with 24/25 results published by the RSH for private registered providers, which excludes Local Authorities.
Please remember that these results are based on less data than the whole year, so the numbers might not be directly comparable.
We've used shading across our tables to show how we are performing compared to our targets.
|
Colour shading |
What does this shading mean? |
|
Green |
We are hitting the target we set |
|
Amber |
We are close to hitting the target we set |
|
Red |
We are below the target we set |
|
Grey |
We don't set a target or we are waiting for a full year of data to report on our performance. |
Download our full July to September results, here (this link will open in a new window.)
Low Cost Rental Accommodation — July - September 2025 results
This table shows the satisfaction results from residents living in Low-Cost Rental Accommodation only (LCRA). LCRA includes general needs, supported housing, Housing for Older People, intermediate rent and temporary social housing.
|
TSM - LCRA |
July 25 – Sep 25 |
Year-to-date April 25-Sep 25 |
Target 25/26 |
National median 24/25 (private landlords) |
Performance against target |
|
Overall satisfaction |
75.8% |
75.9% |
76.5% |
75.4% |
Near target |
|
Repairs service |
80.5% |
79.4% |
73.5% |
76.1% |
In target |
|
Timeliness (repairs) |
79.3% |
75.1% |
73.0% |
70.8% |
In target |
|
Well maintained home |
83.6% |
80.3% |
76.5% |
75.0% |
In target |
|
Home is safe |
87.4% |
85.1% |
84.0% |
80.3% |
In target |
|
Listen and act |
72.8% |
73.0% |
70.0% |
65.7% |
In target |
|
Kept informed |
76.4% |
74.9% |
72.5% |
74.4% |
In target |
|
Treat fair and with respect |
83.1% |
81.3% |
79.0% |
80.4% |
In target |
|
Complaint handling |
42.3% |
38.2% |
41.5% |
38.8% |
In target |
|
Communal areas |
72.5% |
70.6% |
75.5% |
68.8% |
Near target |
|
Contribution to neighbourhood |
71.0% |
67.2% |
64.5% |
67.2% |
In target |
|
Approach to ASB |
64.4% |
66.3% |
68.0% |
63.4% |
Near target |
Low-Cost Home Ownership - July - September 2025 results
The table below shows how we did from July to September 2025. It compares our results to the targets we set for ourselves, and to the 2024/25 results from the Regulator of Social Housing for private landlords. These results do not include Local Authorities.
|
TSM – LCHO |
July 25 - Sep 25 |
Year-to-date (April 25-Sep 25) |
Target 25/26 |
National median 24/25 (private landlords) |
Performance against target |
|
Overall satisfaction |
44.9% |
47.1% |
49.5% |
49.2% |
Near target |
|
Home is safe |
69.6% |
75.6% |
74.0% |
72.6% |
Near target |
|
Listen and act |
36.6% |
42.5% |
41.0% |
38.9% |
Out of target |
|
Kept informed |
62.2% |
51.8% |
57.0% |
56.3% |
In target |
|
Treat fair and with respect |
55.8% |
55.1% |
56.0% |
60.0% |
Near target |
|
Complaint handling |
33.3% |
22.9% |
25.0% |
23.5% |
In target |
|
Communal areas |
54.5% |
57.1% |
64.0% |
46.9% |
Out of target |
|
Contribution to neighbourhood |
41.5% |
36.1% |
40.0% |
40.8% |
In target |
|
Approach to ASB |
45.2% |
41.3% |
46.0% |
38.3% |
Near target |
TSM Management Information - July - September 2025 results
These are the 10 metrics that come from our systems rather than through a satisfaction survey.
|
TSM Management Information Measures |
July 25-Sep 25 (Quarter 2) |
Target 25/26 |
National median 24/25 (private landlords) |
Performance against target |
|
% of home that have all the necessary gas checks. |
100% |
100% |
100% |
In target |
|
The % of homes in buildings that have had all the necessary fire risk assessments. |
100% |
100% |
100% |
In target |
|
The % of homes in buildings that have asbestos management surveys or re-inspections. |
100% |
100% |
100% |
In target |
|
The % of homes that have had all the necessary legionella risk assessments. |
100% |
100% |
100% |
In target |
|
The % of homes in buildings where communal passenger lifts have necessary safety checks. |
100% |
100% |
100% |
In target |
|
Stage 1 complaints responded to within the Housing Ombudsman’s timescales (LCHO). |
100% |
100% |
86.5% |
In target |
|
Stage 1 complaints responded to within the Housing Ombudsman’s timescales (LCRA). |
99.5% |
100% |
93.9% |
Near target |
|
Stage 2 complaints responded to within the Housing Ombudsman’s timescales (LCHO). |
100% |
100% |
86.5% |
In target |
|
Stage 2 complaints responded to within the Housing Ombudsman’s timescales (LCRA). |
100% |
100% |
93.8% |
In target |
|
% of homes that do not meet Decent Homes Standard |
Annual KPI |
0.0% |
0.1% |
N/A |
|
Non-Emergency repairs completed within target timescale. |
86.0% |
100% |
81.3% |
Out of target |
|
Emergency repairs completed within target timescale (24 hours) |
98.8% |
100% |
95.2% |
Near target |
|
Number of stage 1 complaints per 1,000 homes (LCRA) |
15.6 |
Data only |
59 |
N/A |
|
Number of stage 2 complaints per 1,000 homes (LCRA) |
1.4 |
Data only |
9 |
N/A |
|
Number of stage 1 complaints per 1,000 homes (LCHO) |
9.9 |
Data only |
40.7 |
N/A |
|
Number of stage 2 complaints per 1,000 homes (LCHO) |
0.0 |
Data only |
11.6 |
N/A |
|
Number of anti-social cases opened per 1,000 homes |
13.1 |
Data only |
34.5 |
N/A |
|
Number of anti-social cases that involved hate incidents opened per 1,000 homes |
0.0 |
Data only |
0.7 |
N/A |
For our repairs performance, we keep adding new data about repairs as we get it throughout the year. This means that the numbers might change as the year goes on.
Satisfaction Results April 2025 - June 2025
The Regulator of Social Housing (RSH) has released the 2024/25 Tenant Satisfaction Measures results, submitted by landlords.
This means we can compare our performance with other landlords. The table below compares how satisfied our Low Cost Rental Accommodation residents are from April to June 2025 compared to our targets and with 24/25 results published by the RSH for private registered providers, which excludes Local Authorities.
Please remember that these results are based on less data than the whole year, so the numbers might not be directly comparable.
We've used shading across our tables to show how we are performing compared to our targets.
|
Colour shading |
What does this shading mean? |
|
Green |
We are hitting the target we set |
|
Amber |
We are close to hitting the target we set |
|
Red |
We are below the target we set |
|
Grey |
We don't set a target or we are waiting for a full year of data to report on our performance. |
Download our full April – June results, here (this link will open in a new window.)
Low Cost Rental Accommodation — April to June 2025 results
This table shows the satisfaction results from residents living in Low-Cost Rental Accommodation only (LCRA). LCRA includes general needs, supported housing, Housing for Older People, intermediate rent and temporary social housing.
|
TSM - LCRA |
Apr 25 – June 25 |
Target 25/26 |
National median 24/25 (private landlords) |
Performance against target |
|
Overall satisfaction |
75.9% |
76.5% |
75.4% |
Near target |
|
Repairs service |
78.3% |
73.5% |
76.1% |
In target |
|
Timeliness (repairs) |
70.7% |
73.0% |
70.8% |
Near target |
|
Well maintained home |
76.8% |
76.5% |
75.0% |
In target |
|
Home is safe |
82.7% |
84.0% |
80.3% |
Near target |
|
Listen and act |
73.2% |
70.0% |
65.7% |
In target |
|
Kept informed |
73.4% |
72.5% |
74.4% |
In target |
|
Treat fair and with respect |
79.3% |
79.0% |
80.4% |
In target |
|
Complaint handling |
33.8% |
41.5% |
38.8% |
Out of target |
|
Communal areas |
68.5% |
75.5% |
68.8% |
Near target |
|
Contribution to neighbourhood |
63.2% |
64.5% |
67.2% |
Near target |
|
Approach to ASB |
68.3% |
68.0% |
63.4% |
In target |
Low-Cost Home Ownership - April to June 2025 results
The table below shows how we did from April to June 2025. It compares our results to the targets we set for ourselves, and to the 2024/25 results from the Regulator of Social Housing for private landlords. These results do not include Local Authorities.
|
TSM – LCHO |
Apr 25-June 25 |
Target 25/26 |
National median 24/25 (private landlords) |
Performance against target |
|
Overall satisfaction |
50.0% |
49.5% |
49.2% |
In target |
|
Home is safe |
83.3% |
74.0% |
72.6% |
In target |
|
Listen and act |
50.0% |
41.0% |
38.9% |
In target |
|
Kept informed |
39.5% |
57.0% |
56.3% |
Out of target |
|
Treat fair and with respect |
54.3% |
56.0% |
60.0% |
Near target |
|
Complaint handling |
7.1% |
25.0% |
23.5% |
Out of target |
|
Communal areas |
60.9% |
64.0% |
46.9% |
Near target |
|
Contribution to neighbourhood |
29.0% |
40.0% |
40.8% |
Out of target |
|
Approach to ASB |
33.3% |
46.0% |
38.3% |
Out of target |
TSM Management Information - April to June 2025 results
These are the 10 metrics that come from our systems rather than through a satisfaction survey.
|
TSM Management Information Measures |
April 25-June 25 |
Target 25/26 |
National median 24/25 (private) |
Performance against target |
|
% of home that have all the necessary gas checks. |
100% |
100% |
100% |
In target |
|
The % of homes in buildings that have had all the necessary fire risk assessments. |
99.8% |
100% |
100% |
Near target |
|
The % of homes in buildings that have asbestos management surveys or re-inspections. |
100% |
100% |
100% |
In target |
|
The % of homes that have had all the necessary legionella risk assessments. |
100% |
100% |
100% |
In target |
|
The % of homes in buildings where communal passenger lifts have necessary safety checks. |
100% |
100% |
100% |
In target |
|
Stage 1 complaints responded to within the Housing Ombudsman’s timescales (LCHO). |
100% |
100% |
86.5% |
In target |
|
Stage 1 complaints responded to within the Housing Ombudsman’s timescales (LCRA). |
100% |
100% |
93.9% |
In target |
|
Stage 2 complaints responded to within the Housing Ombudsman’s timescales (LCHO). |
75.0% |
100% |
86.5% |
Out of target |
|
Stage 2 complaints responded to within the Housing Ombudsman’s timescales (LCRA). |
95.0% |
100% |
93.8% |
Out of target |
|
% of homes that do not meet Decent Homes Standard |
Annual KPI |
0.0% |
0.1% |
|
|
Non-Emergency repairs completed within target timescale. |
92.2% |
100% |
81.3% |
Near target |
|
Emergency repairs completed within target timescale (24 hours) |
98.5% |
100% |
95.2% |
Near target |
|
Number of stage 1 complaints per 1,000 homes (LCRA) |
13.5 |
Data only |
59 |
|
|
Number of stage 2 complaints per 1,000 homes (LCRA) |
1.1 |
Data only |
9 |
|
|
Number of stage 1 complaints per 1,000 homes (LCHO) |
9.9 |
Data only |
40.7 |
|
|
Number of stage 2 complaints per 1,000 homes (LCHO) |
3.6 |
Data only |
11.6 |
|
|
Number of anti-social cases opened per 1,000 homes |
7.6 |
Data only |
34.5 |
|
|
Number of anti-social cases that involved hate incidents opened per 1,000 homes |
0.0 |
Data only |
0.7 |
|
For our repairs performance, we keep adding new data about repairs as we get it throughout the year. This means that the numbers might change as the year goes on.
Year End 2024/2025 Satisfaction Results
The Regulator of Social Housing requires all social landlords to publish Tenant Satisfaction Measures (TSMs) once per year. We share this information every three months and benchmark how we are performing against other providers where possible to show that we are listening and responding to feedback.
It’s great we are meeting or doing better than our targets in some areas, but we can see there is room for improvement.
We work with our Resident Voice Panel to keep improving how we are performing by looking at where we are not meeting our targets, looking at how similar providers are performing and looking for how we can use best practice within Regenda. Find out more about our performance, here.
Year-end TSM results 2024/2025 (April 2024-March 2025)
The below table outlines the satisfaction results from residents living in Low-Cost Rental Accommodation only (LCRA). LCRA includes general needs, supported housing, Housing for Older People, intermediate rent and temporary social housing.
We have compared our performance against the 23/24 results published by the Regulator of Social Housing for 'all landlords', which includes housing associations and local authorities.
You can view the LCRA survey, here:
Tenant Satisfaction Measures LCRA script 24/25 [pdf] 183KB (This link will open a new window)
|
TSM satisfaction measure |
Target 2024/2025 |
National Median 23/24 |
April-December 2024 |
Year-end performance 2024/2025 |
Performance against target |
|
Overall satisfaction |
80% |
71.3% |
75.9% |
76.6% |
Near target
|
|
Satisfaction with repairs |
80% |
72.3% |
81.2% |
78.1% |
Near target |
|
Satisfaction with time taken to complete most recent repair |
75% |
67.4% |
74.5% |
73.2% |
Near target |
|
Satisfaction that the home is well maintained |
80% |
70.8% |
78.8% |
76.8% |
Near target |
|
Satisfaction that the home is safe |
85% |
76.7% |
84.3% |
84.1% |
Near target |
|
Satisfaction that the landlord listens to tenant views and acts upon them |
75% |
60.4% |
73.6% |
70.5% |
Near target |
|
Satisfaction landlord keeps tenants informed about things that matter to them |
75% |
70.3% |
74% |
73% |
Near target |
|
Agreement that the landlord treats tenants fairly and with respect |
85% |
76.8% |
83% |
80% |
Near target |
|
Satisfaction with landlords approach to complaints handling |
50% |
34.5% |
49.1% |
43% |
Out of target |
|
Satisfaction that the landlord keeps communal areas clean and well maintained |
70% |
65.1% |
63.2% |
74.2% |
In target |
|
Satisfaction that the landlord makes a positive contribution to the neighbourhood |
65% |
63.1% |
65.8% |
65.6% |
In target |
|
Satisfaction with the landlords approach to handling Anti-Social Behaviour |
65% |
57.8% |
67.8% |
70.4% |
In target
|
Year-end TSM results 2024/2025 (April 2024-March 2025) – Low-Cost Home Ownership
The below table outlines the satisfaction results from residents living in Low-Cost Home Ownership only (LCHO). LCHO includes shared ownership properties (which have not been fully staircased.)
We have compared our performance against the 23/24 results published by the Regulator of Social Housing for 'all landlords', which includes housing associations and local authorities.
You can view the LCHO survey, here: Tenant Satisfaction Measures LCHO script 24/25 [pdf] 166KB (This link will open a new window)
|
TSM satisfaction measure |
Target 2024/2025 |
National Median 23/24 |
April-December 2024 |
Year-end performance 2024/2025 |
Performance against target |
|
Overall satisfaction |
55% |
49.5% |
39.5% |
45.8% |
Out of target |
|
Satisfaction that the home is safe |
70% |
70.6% |
61.5% |
70.3% |
In target |
|
Satisfaction that the landlord listens to tenant views and acts upon them |
50% |
37.3% |
36.5% |
40.3% |
Out of target |
|
Satisfaction landlord keeps tenants informed about things that matter to them |
60% |
53.3% |
48.2% |
54.1% |
Near target |
|
Agreement that the landlord treats tenants fairly and with respect |
60% |
59.1% |
47.5% |
53.5% |
Out of target |
|
Satisfaction with landlords approach to complaints handling |
35% |
19.2% |
10.3% |
19.5% |
Out of target |
|
Satisfaction that the landlord keeps communal areas clean and well maintained |
75% |
46.2% |
62.8% |
63.8% |
Out of target |
|
Satisfaction that the landlord makes a positive contribution to the neighbourhood |
40% |
39.1% |
36.2% |
37.9% |
Near target |
|
Satisfaction with the landlords approach to handling Anti-Social Behaviour |
50% |
37.1% |
46.8% |
47.4% |
Near target |
Year-end TSM Management Information results 2024/2025 (April 2024-March 2025).
These are the 10 metrics that come from our systems rather than through a satisfaction survey.
We have compared our performance against the 23/24 results published by the Regulator of Social Housing for 'all landlords', which includes housing associations and local authorities.
|
TSM Management Information |
Target 2024/2025 |
National Median 23/24 |
April-December 2024 |
Year-end performance 2024/2025 |
Performance against target |
|
Percentage (%) of homes that have all the necessary gas safety checks (LCRA/LCHO combined) |
100% |
99.9% |
100% |
100% |
In target |
|
% of homes in buildings that have all the necessary fire risk assessments (LCRA/LCHO combined) |
100% |
100% |
98.4% |
100%
|
In target |
|
% of homes in buildings that have asbestos management surveys or re-inspections (LCRA/LCHO combined) |
100% |
100% |
100% |
100% |
In target
|
|
% of homes that have had all the necessary legionella risk assessments (LCRA/LCHO combined) |
100% |
100% |
95% |
100% |
In target |
|
% of homes in buildings where communal passenger lifts have necessary safety checks (LCRA/LCHO combined) |
100% |
100% |
97.8% |
100% |
In target |
|
Number of stage 1 complaints received per 1000 homes (LCRA only) |
NA |
42.5 |
13.7 |
56 |
NA |
|
Number of stage 2 complaints received per 1000 homes (LCRA only) |
NA |
5.7 |
2.6 |
10.7 |
NA |
|
Stage 1 complaints responded to within the Housing Ombudsman’s timescales (LCRA only) |
100% | 82.3% |
96.5% |
96.6% |
Near target
|
|
Stage 2 complaints responded to within the Housing Ombudsman’s timescales (LCRA only) |
100% |
83.6% |
90.6% |
91.5% |
Near target
|
|
Number of stage 1 complaints received per 1000 homes (LCHO only) |
NA |
35.2 |
12.6 |
42.4 |
NA |
|
Number of stage 2 complaints received per 1000 homes (LCHO only) |
NA |
NA |
2.7 |
15.3 |
NA |
|
Stage 1 complaints responded to within the Housing Ombudsman’s timescales (LCHO only) |
100% |
73.2% |
92.3% |
95.7% |
Near target |
|
Stage 2 complaints responded to within the Housing Ombudsman’s timescales (LCHO only) |
100% |
78.6% |
100% |
100% |
In target |
|
Anti-social behaviour cases opened per 1000 homes (LCRA/LCHO combined) |
NA |
35.5 |
3 |
16.4 |
NA |
|
Anti-social behaviour cases that involved hate incidents opened per 1000 homes (LCRA/LCHO combined) |
NA |
0.6 |
0.0 |
0.1 |
NA |
|
RP02-1: Non-Emergency repairs completed within target timescale (LCRA) Target: 60 days |
100% |
81.3% |
93.9% |
92.5% |
Near target
|
|
RP02-2: Emergency repairs completed within target timescales (LCRA) Target: 24 hours |
100% |
81.3% |
99.7% |
99.2% |
Near target
|
|
Homes that do not meet the Decent Homes Standard (LCRA) |
0% |
0.5% |
Not reported |
0.03% |
Off target |
We publish outcomes and changes made to our service so that you can see how your views count. Please click here for more information: Customer Feedback - You said, We did
If you would like to find out more about the TSMs or comment on our performance you can do so here: info@regenda.org.uk
Year End 2023/2024 Satisfaction Results
Year-end TSM results 2023/2024 (April 2023-March 2024)
The below table outlines the satisfaction results from residents living in Low-Cost Rental Accommodation only (LCRA). LCRA includes general needs, supported housing, Housing for Older People, intermediate rent and temporary social housing.
Benchmark data is from the HouseMark year-end Tenant Satisfaction Measures report and is based on Low-Cost Rental Accommodation only, there is none available for Low-Cost Home Ownership. HouseMark collected data from 221 English landlords choosing to submit year-end TSM results for the period April 2023 to March 2024. This included 118 Housing Associations and 103 Local Authorities.
|
TSM satisfaction measure |
Target 2023/2024 |
National Median 2023/2024 |
April-September 2023 |
Year-end performance 2023/2024 |
Performance against target |
|
Overall satisfaction |
70% |
69.4% |
72.8% |
71.5% |
In target
|
|
Satisfaction with repairs |
80% |
70.4% |
74.8% |
71.8% |
Out of target |
|
Satisfaction with time taken to complete most recent repair. |
80% |
66.4% |
71.9% |
67.3% |
Out of target |
|
Satisfaction that the home is well maintained . |
75% |
69.4% |
73.0% |
69.5% |
Near target |
|
Satisfaction that the home is safe. |
85% |
76.1% |
81.2% |
77.3% |
Near target |
|
Satisfaction that the landlord listens to tenant views and acts upon them. |
65% |
58.9% |
60.7% |
62.8% |
Near target |
|
Satisfaction landlord keeps tenants informed about things that matter to them. |
70% |
69.5% |
66.5% |
67.2% |
Near target |
|
Agreement that the landlord treats tenants fairly and with respect |
80% |
76.3% |
75.8% |
75.9% |
Near target |
|
Satisfaction with landlords approach to complaints handling. |
40% |
33.8% |
34.1% |
38.8% |
Near target |
|
Satisfaction that the landlord keeps communal areas clean and well maintained . |
70% |
65.5% |
63.2% |
65.4% |
Near target |
|
Satisfaction that the landlord makes a positive contribution to the neighbourhood. |
60% |
62.5% |
61.3% |
59.4% |
Near target |
|
Satisfaction with the landlords approach to handling ASB. |
60% |
57.0% |
61.1% |
60.6% |
In target
|
Year-end TSM results 2023/2024 (April 2023-March 2024) – Low-Cost Home Ownership
The below table outlines the satisfaction results from residents living in Low-Cost Home Ownership only (LCHO). LCHO includes shared ownership properties (which have not been fully staircased ) . There are no mid-year benchmarking figures available.
|
TSM satisfaction measure |
Target 2023/2024 |
April-September 2023 |
Year-end performance 2023/2024 |
Performance against target |
|
Overall satisfaction |
70% |
42.4% |
42.0% |
Out of target |
|
Satisfaction that the home is safe. |
85% |
61.8% |
64.0% |
Out of target |
|
Satisfaction that the landlord listens to tenant views and acts upon them. |
65% |
33.6% |
35.2% |
Out of target |
|
Satisfaction landlord keeps tenants informed about things that matter to them. |
70% |
51.7% |
50.9% |
Out of target |
|
Agreement that the landlord treats tenants fairly and with respect |
80% |
46.7% |
45.6% |
Out of target |
|
Satisfaction with landlords approach to complaints handling. |
40% |
16.7% |
14.9% |
Out of target |
|
Satisfaction that the landlord keeps communal areas clean and well maintained . |
70% |
59.3% |
61.5% |
Out of target |
|
Satisfaction that the landlord makes a positive contribution to the neighbourhood. |
60% |
33.7% |
35.1% |
Out of target |
|
Satisfaction with the landlords approach to handling ASB. |
60% |
35.9% |
44.6% |
Out of target |
Year-end TSM Management Information results 2023/2024 (April 2023-March 2024).
These are the 10 metrics that come from our systems rather than through a satisfaction survey.
|
TSM Management Information |
Target 2023/2024 |
National Median 2023/2024 |
April-September 2023 |
Year-end performance 2023/2024 |
Performance against target |
|
% of homes that have all the necessary gas safety checks (LCRA/LCHO combined) |
100% |
99.97% |
100% |
100% |
In target |
|
% of homes in buildings that have all the necessary fire risks assessments (LCRA/LCHO combined) |
100% |
100% |
98.9% |
97.1%
|
Near target |
|
% of homes in buildings that have asbestos management surveys or re-inspections (LCRA/LCHO combined) |
100% |
100% |
99.8% |
100% |
In target
|
|
% of homes that have had all the necessary legionella risk assessments (LCRA/LCHO combined) |
100% |
100% |
74.0% |
100% |
In target |
|
% of homes in buildings where communal passenger lifts have necessary safety checks (LCRA/LCHO combined) |
100% |
100% |
99.3% |
97.4% |
Near target |
|
Number of stage 1 complaints received per 1000 homes (LCRA only) |
NA |
39.7 |
21.2 |
59.6 |
NA |
|
Number of stage 2 complaints received per 1000 homes (LCRA only) |
NA |
5.3 |
2.4 |
9.8 |
NA |
|
Stage 1 complaints responded to within the Housing Ombudsman’s timescales (LCRA only) |
95% |
85% |
98.4% |
97.3% |
In target
|
|
Stage 2 complaints responded to within the Housing Ombudsman’s timescales (LCRA only) |
90% |
83.3% |
92.3% |
96.3% |
In target
|
|
Number of stage 1 complaints received per 1000 homes (LCHO only) |
NA |
NA |
18.0 |
43.8 |
NA |
|
Number of stage 2 complaints received per 1000 homes (LCHO only) |
NA |
NA |
8.5 |
15.2 |
NA |
|
Stage 1 complaints responded to within the Housing Ombudsman’s timescales (LCHO only) |
95% |
NA |
100% |
91.8% |
Near target |
|
Stage 2 complaints responded to within the Housing Ombudsman’s timescales (LCHO only) |
90% |
NA |
81.8% |
94.1% |
In target |
|
Anti-social behaviour cases relative to the size of the landlord (LCRA/LCHO combined) |
NA |
38.6 |
24.7 |
22. 8 |
NA |
|
Anti-social behaviour cases that involved hate incidents relative to the size of the landlord (LCRA/LCHO combined) |
NA |
0.7 |
0.1 |
0.2 |
NA |
|
RP02-1: Non-Emergency repairs completed within target timescale (LCRA) |
100% |
81.5% |
97.1% |
95.1% |
Near target
|
|
RP02-2: Emergency repairs completed within target timescales (LCRA) |
100% |
94.8% |
98.8% |
98.3% |
Near target
|
|
Homes that do not meet the Decent Homes Standard (LCRA) |
0% |
0.31% |
NA (Annual Measure) |
0.02% |
Near target
|
We publish outcomes and changes made to our service so that you can see how your views count. Please click here for more information: Customer Feedback - You said, We did
If you would like to find out more about the TSMs or comment on our performance you can do so here: info@regenda.org.uk
Frequently Asked Questions
Understanding our performance in the TSMs
We want to be as clear as possible about what the Tenant Satisfaction Measures tell us - what’s going well, and where we need to do better.
In every table, each row shows a different measure. You can compare our results across the year and against the target we set ourselves for 2025/26.
Every three months, we compare our results with:
- The targets we set for ourselves
- The results we’ve achieved so far this year
- The average results from similar housing providers (where this information is available)
To help you quickly understand how we are performing, we use colour shading to show how each result compares to our target:
|
Colour shading |
What does this shading mean? |
|
Green |
We are hitting the target we set |
|
Amber |
We are close to hitting the target we set |
|
Red |
We are below the target we set |
|
Grey |
We don't set a target or we are waiting for a full year of data to report on our performance. |
If you are struggling to understand this information or would like to read this content in another way (like in a large font or another language) please get in touch with us: marketingandcommunications@regenda.org.uk
Our approach to the TSM survey
1,278 customers took part in our 2024/25 Tenant Satisfaction Measures survey.
This feedback helps us understand what is working well and where we need to improve our services. Thank you to all customers who took part.
Who took part in the survey
We met the Regulator of Social Housing’s minimum requirements for survey responses for both:
- Low‑Cost Rental Accommodation (LCRA) — this includes people living in general needs homes, supported housing and intermediate rent
- Low‑Cost Home Ownership (LCHO) — this includes shared owners
The number of responses we received gives us a strong level of confidence in the results:
- For LCRA, the results are accurate within +/- 3%
- For LCHO, the results are accurate within +/- 5%
This means the findings give us a good picture of all of our customers.
How we select who is surveyed
We use a random sample to make sure the feedback represents residents from different:
- types of homes
- tenures
- areas and regions
We check the results to make sure our services are fair to all customer groups.This includes reviewing results across:
- all protected characteristics (like age, gender and ethnicity)
- property types
- geographical areas
From previous surveys, we know age, gender and disability are important factors for us to understand how happy customers are with our services. So we make sure our sample includes a good mix of residents from these groups.
How we treat the survey results
- We did not apply weighting to any of the results.
- We did not exclude any groups from taking part.
- Residents can choose to opt out of the survey if they prefer.
If you'd like to see more information about who answers the survey, please click here to see a breakdown of the information. (This link will open in a new window.)
How do we use the findings?
We have been monitoring similar measures for several years, which helps us to understand what matters most to customers, where we are doing things well, and where we need to improve. The findings help to shape our improvement plans for the year ahead.
However, as the Regulator of Social Housing now requires all social landlords to collect this information, we are able to compare our performance to other similar landlords. We have compared our results to the 23/24 results published by the Regulator of Social Housing and will carry out another benchmarking exercise later in 2025 when the latest data becomes available.
We publish our performance on the website and in our tenant newsletter, Belong. You can read the latest edition of Belong, here.
How do we review our performance?
The Regulator of Social Housing asks all landlords to publish their Tenant Satisfaction Measure results once a year.
We want to be more open with you about how we are doing, so we publish our results every three months to give you more regular updates on what you think about our services.
We can compare our results with the most up to date results from other landlords so you can see how Regenda Homes compares to similar housing providers.
Some of our results meet or even exceed the targets we set for ourselves, which is positive. Other results show that we need to improve, and we are being open about these areas.
We work closely with our Resident Voice Panel, who help us:
- look at where we are not meeting our targets
- compare our results with similar landlords
- look at new ways we can improve our services
You can read more about how we are performing on our performance page, here (this link will open in a new window.)
When is the survey?
Our survey is conducted on a rolling monthly basis, meaning residents can be invited to give feedback at any time throughout the year. We chose to conduct the survey monthly to ensure we capture the most up-to-date views and can respond quickly to your feedback.
Survey results are reported internally each month, with a deeper dive every quarter to help focus on areas where improvements are needed. We have also carried out year-end analysis of the results (looking at April 24 – March 25). Findings from this have been shared with our Board, Customer Centric Hub, and our Resident Voice Panel and we have submitted our findings to the Regulator of Social Housing.
We also have measures in place to identify and address any safeguarding issues highlighted from the survey, as well as concerns relating to damp and mould.
Who will contact me?
Online surveys are sent via email or text message from CX Feedback, while telephone surveys will be conducted by CX Feedback’s partner provider, Pexel.
To find out more about CX Feedback, please click here: https://cx-feedback.co.uk/
To find out more about Pexel, please click here: https://www.pexel.co.uk/
How will I be contacted?
To ensure we capture feedback from a wide range of our customers, we collect information for our Tenant Satisfaction Measures in lots of different ways.
In 2024/25, 1,108 surveys were completed via telephone, 170 were completed online via an email or text invitation.
This approach allows us to gather feedback from a wide range of customers, ensuring our results accurately reflect the diverse voices within our communities. We will continue with this approach throughout 2025/26.
What number will I be contacted from?
If you are contacted to complete the survey by phone, Pexel will call you from the following number: 020 4538 9096.
They will introduce themselves and let you know that they are calling on behalf of Regenda.
What will I be asked?
We ask a series of questions set out by the Regulator of Social Housing. These questions have to be asked in a specific order and use specific wording to make sure we can compare the results with other landlords.
To find out more information about this, please click here: Annex 5: Tenant Survey Requirements (publishing.service.gov.uk) (This link will open to a new website)
In addition to the standard questions set by the Regulator of Social Housing, we ask a few extra questions, to help us improve our services. If you would like to download a copy of our survey script for this year, please click the links below:
How do we make sure we get good quality TSM results?
We do our best to make sure that the resident feedback we get from the Tenant Satisfaction Measures (TSMs) is fair and accurate.
We work with two expert companies, CX Feedback and Pexel, to help us collect and check tenant feedback.
Every three months, we check with CX Feedback to make sure we’re hearing from all types of tenants, not just a few.
People who ask the questions follow strict rules:
- They ask for permission before starting
- They read each question exactly as it’s written
- They write down answers carefully.
We listen to a small number of calls (between 5 and 10 out of every 100) to make sure everything is done properly.
CX Feedback also uses smart computer systems to spot problems, like missing answers or strange data, so we can fix them quickly.
We also:
- Share feedback with our Resident Voice Panel every three months so they can tell us what they think
- Follow up with residents who weren’t happy to learn from their experience
- Do random checks to make sure the numbers match the stories people tell us.
Who answers the TSM survey?
A random selection of our residents are contacted to answer the Tenant Satisfaction Measures survey every month.
All of the feedback is added together to get the percentages that make our final percentages.
You can view the breakdown of who lives in our homes, here (this link will open in a new tab.)
Want this content in another format?
If you would like to read this content in another way (like in a large font or another language) please get in touch with us: marketingandcommunications@regenda.org.uk