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Landlord Services performance

Tenant Satisfaction Measures

The Tenant Satisfaction Measure (TSMs) are a set of measures created by the Regulator of Social Housing. TSMs consist of 22 measures:

  • 12 measures collected from tenant perception surveys
  • 10 measures generated from management information

The TSMs cover five key themes:

  1. keeping properties in good repair
  2. maintaining building safety
  3. respectful and helpful engagement
  4. responsible neighbourhood management
  5. effective handling of complaints

Tenant Satisfaction Measures collected from tenant perception measures

Measure 2003 to 2024 2024 to 2025
Proportion of respondents who report that they are satisfied with the overall service from their landlord 68.7% 71.8%
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service 69.1% 67.2%
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 62.3% 60.8%
Proportion of respondents who report that they are satisfied that their home is well maintained 71.8% 72%
Proportion of respondents who report that they are satisfied that their home is safe 77.7% 79.3%
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them 52.9% 55.1%
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them 70.5% 71.8%
Proportion of respondents who report that they agree their landlord treats them fairly and with respect 72.6% 75.1%
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling 34.5% 32.8%
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained 70.4% 72.3%
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood 60.7% 61%
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour 55.4% 56.6%

Tenant Satisfaction Measures (TSMs) generated from management information

Measure 2003 to 2024 2024 to 2025
Number of stage one complaints received per 1,000 homes 43.5 60.5
Number of stage two complaints received per 1,000 homes 10.3 14.6
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales 57% 85.3%
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales 85.7% 98.6%
Number of anti-social behaviour cases opened per 1,000 homes 13.3 10.3
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes 0 0.4
Proportion of homes that do not meet the Decent Homes Standard 15.5% 5.31%
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale 78.9% 84.5%
Proportion of emergency responsive repairs completed within the landlord’s target timescale 96.8% 96.2%
Proportion of homes for which all required gas safety checks have been carried out 99.9% 99.8%
Proportion of homes for which all required fire risk assessments have been carried out 100% 100%
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out 99.3% 100%
Proportion of homes for which all required legionella risk assessments have been carried out 72.3% 96.6%
Proportion of homes for which all required communal passenger lift safety checks have been carried out 100% 100%

 

Landlord Services Annual Report

Our annual report is shared with tenants yearly on our website and in our tenant magazine Homes and People. 

Annual Report 2023/34

More information 

If you require any of this information in another format or for more information please contact the Service Improvement Team Service.improvement@waverley.gov.uk