Contents:
Full results 2025 to 2026
Tenant perception data was collected through the 2025 to 2026 tenant survey, which was distributed to a sample size of tenants’ homes. You can find more information on how we ran the survey below.
A total of 1,200 tenants responded to the survey. The table below outlines the results.
Table
| Code | Tenant Satisfaction Measure | Result |
|---|---|---|
| TP01 | Proportion of respondents who report that they are satisfied with the overall service from their landlord. | 64.5% |
| 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. | 76.1% |
| 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. | 73.2% |
| TP04 | Proportion of respondents who report that they are satisfied that their home is well maintained. | 67.3% |
| TP05 | Proportion of respondents who report that they are satisfied that their home is safe. | 70.4% |
| TP06 | Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. | 46.6% |
| TP07 | Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. | 61.3% |
| TP08 | Proportion of respondents who report that they agree their landlord treats them fairly and with respect. | 65.0% |
| 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. | 31.4% |
| TP010 | Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. | 50.4% |
| TP011 | Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. | 50.4% |
| TP012 | Proportion of respondents who report that they are satisfied with their landlord’s approach to handling antisocial behaviour. | 46.5% |
| 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. | 100% |
| 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 | 43.5% |
| 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. | 5.2 |
| NM01 (pt1) | Total number of antisocial behaviour cases recorded | 47 |
| 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). | 7.3% |
| RP02 (1) | Proportion of non-emergency responsive repairs completed within the landlord’s target timescale. (Higher percentage is better). | 92.9% |
| RP02 (2) | Proportion of emergency responsive repairs completed within the landlord’s target timescale. (Higher percentage is better). | 98.8% |
| RP02 (2) | Emergency repairs completed within target | 4,575 |
| RP02 (2) | Non-emergency repairs completed within target | 28,263 |
| 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. | 56.8 |
| CH01 (2) | Number of stage two complaints received per 1,000 homes. | 11.4 |
| CH02 (1) | Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 92.2% |
| CH02 (2) | Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 88.2% |
| CH02 (2) | Stage 1 complaints responded to within timescale | 470 |
| CH02 (2) | Stage 2 complaints responded to within timescale | 90 |
| 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 2025 to March 2026. An online link was sent to residents via:
- email where we held an email address (5,083 residents)
- SMS where we didn't hold an email address, but held a mobile number (1,879)
We also sent a postal survey to 1,725 residents where we only held a landline number or address.
The aim was to offer a number of communication channels allowing everyone the opportunity to get involved and have their say.
We received 1,200 total responses, made up of:
- 842 email and SMS
- 358 postal
To maximise the opportunity to hear from as many residents as possible, we agreed to run a prize draw.