As part of the updated consumer standards published by the Regulator of Social Housing, Harlow Council must report on how well we are performing as a social housing provider.
These standards, known as Tenant Satisfaction Measures (TSMs), are designed to give tenants a stronger voice and help hold landlords to account.
We must collect and report data on key service areas such as:
- overall satisfaction on services that matter to tenants
- repairs and maintenance
- building safety checks
- handling of complaints
- antisocial behaviour
Our Housing service gathers this information through our usual performance monitoring processes, as well as through the updated tenant surveys that ask residents directly about their experiences.
Results 2024 to 2025
Tenant perception data was collected through the 2024 to 2025 tenant survey, which was distributed to a sample size of tenants’ homes. You can find more information on how we ran the survey.
A total of 766 tenants responded to the survey. The table below outlines the results.
| Code | Tenant Satisfaction Measure | Result |
|---|---|---|
| TP01 | Proportion of respondents who report that they are satisfied with the overall service from their landlord. | 55.3% |
| TP02 | Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service. | 70.3% |
| TP03 | Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair. | 63.1% |
| TP04 | Proportion of respondents who report that they are satisfied that their home is well maintained. | 52% |
| TP05 | Proportion of respondents who report that they are satisfied that their home is safe. | 58.2% |
| TP06 | Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. | 35.2% |
| TP07 | Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. | 59.3% |
| TP08 | Proportion of respondents who report that they agree their landlord treats them fairly and with respect. | 54.7% |
| TP09 | Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling. | 25.5% |
| TP010 | Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. | 41.2% |
| TP011 | Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. | 41.4% |
| TP012 | Proportion of respondents who report that they are satisfied with their landlord’s approach to handling antisocial behaviour. | 36.2% |
| BS01 | Proportion of homes for which all required gas safety checks have been carried out. | 100% |
| BS02 | Proportion of homes for which all required fire risk assessments have been carried out. | 97.2% |
| BS03 | Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. | 100% |
| BS04 | Proportion of homes for which all required legionella risk assessments have been carried ou | 100% |
| BS05 | Proportion of homes for which all required communal passenger lift safety checks have been carried ou | 100% |
| NM01 (pt1) | Number of antisocial behaviour cases opened per 1,000 homes. | 5.3 |
| NM01 (pt1) | Total number of antisocial behaviour cases recorded | 48 |
| NM01 (pt2) | Number of antisocial behaviour cases that involve hate incidents opened per 1,000 homes. | 0.1 |
| NM01 (pt2) | Cases involving hate crime incidents | 1 |
| Reporting notes | Includes all cases raised. | |
| RP01 | Proportion of homes that do not meet the Decent Homes Standard. (Lower percentage is better). | 3.3% |
| RP02 (1) | Proportion of non-emergency responsive repairs completed within the landlord’s target timescale. (Higher percentage is better). | 89.2% |
| RP02 (2) | Proportion of emergency responsive repairs completed within the landlord’s target timescale. (Higher percentage is better). | 99.5% |
| RP02 (2) | Emergency repairs completed within target | 4,727 |
| RP02 (2) | Non-emergency repairs completed within target | 5,595 |
| Target timescales used | Emergency repairs: 2 hours to attend and make safe, non-emergency repairs: 30 working days, urgent repairs: 5 working days | |
| CH01 (1) | Number of stage one complaints received per 1,000 homes. | 59.3 |
| CH01 (2) | Number of stage two complaints received per 1,000 homes. | 10.3 |
| CH02 (1) | Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 92.5% |
| CH02 (2) | Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 79.6% |
| CH02 (2) | Stage 1 complaints responded to within timescale | 496 |
| CH02 (2) | Stage 2 complaints responded to within timescale | 74 |
| Note | These timescales do align with the Housing Ombudsman’s Complaint Handling Code. |
How we ran the survey
You can download a:
- summary of survey approach (pdf)
- copy of the survey (pdf)
The survey was conducted through October 2024 to March 2025. An online link was sent to residents via:
- email where we held an email address (4,612 residents)
- SMS where we didn't hold an email address, but held a mobile number (2,310)
We also sent a postal survey to 2,000 residents.
The aim was to offer a number of communication channels allowing everyone the opportunity to get involved and have their say.
We received 766 total responses, made up of:
- 407 email
- 191 SMS
- 168 postal
To maximise the opportunity to hear from as many residents as possible, we agreed to run a prize draw.
Thank you to all the tenants who responded, we really appreciate your time and effort.