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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 2025 to 2026 2024 to 2025
Proportion of respondents who report that they are satisfied with the overall service from their landlord 73.4% 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 71% 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 65.3% 60.8%
Proportion of respondents who report that they are satisfied that their home is well maintained 73.2% 72%
Proportion of respondents who report that they are satisfied that their home is safe 79.3% 79.3%
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them 57% 55.1%
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them 72.5% 71.8%
Proportion of respondents who report that they agree their landlord treats them fairly and with respect 76.2% 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 27% 32.8%
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained 67% 72.3%
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood 63% 61%
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour 56% 56.6%

Tenant Satisfaction Measures (TSMs) generated from management information

Measure 2025 to 2026 2024 to 2025
Number of stage one complaints received per 1,000 homes 76.4 60.6
Number of stage two complaints received per 1,000 homes 27.8 14.6
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales 96.6% 85.3%
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales 92.6% 98.6%
Number of anti-social behaviour cases opened per 1,000 homes 15.5 10.3
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes 0.6 0.4
Proportion of homes that do not meet the Decent Homes Standard 0.19% 5.31%
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale 88% 84.5%
Proportion of emergency responsive repairs completed within the landlord’s target timescale 98% 96.2%
Proportion of homes for which all required gas safety checks have been carried out 99.8% 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 100% 100%
Proportion of homes for which all required legionella risk assessments have been carried out 100% 96.6%
Proportion of homes for which all required communal passenger lift safety checks have been carried out 100% 100%

 

Annual Report for Tenants 2025 to 2026

Our Annual Report for Tenants 2025 to 2026 provides an overview of how our housing service has performed over the past year, the improvements we have made and the areas where we are continuing to improve.

It also highlights how tenant feedback and involvement are helping to shape our services and the work we are doing to improve the experience of our residents.

Annual Report

Corporate quarterly performance

Every quarter, we report our Key Performance Indicators to Overview and Scrutiny Committee - Resources. 

Corporate quarterly performance

Performance Indicators

We report key performance indicators to the Landlord Services Advisory Board (LSAB) which is an executive working group of the council.

June 2026 Performance Scorecard

 

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  

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