Tenant satisfaction measures (TSMs) are a set of performance indicators used to assess how well social housing landlords are meeting the needs of their tenants. These measures are designed to help social housing providers understand areas of strength and weakness in their service delivery and to hold them accountable to tenants.  

The main areas covered by TSMs are:  

Keeping properties in good repair: 

This includes the time taken to complete repairs, the quality of repairs, and the overall condition of the property.  

Maintaining building safety: 

This covers aspects like fire safety, gas safety, and ensuring the building is structurally sound.  

Respectful and helpful engagement: 

This focuses on how well landlords listen to tenants' views, act on their feedback, and treat them with fairness and respect.  

Effective handling of complaints: 

This includes how promptly and effectively landlords respond to and resolve complaints.  

Responsible neighbourhood management: 

This involves how landlords address issues like antisocial behaviour and ensure a safe and pleasant environment for tenants.  

How did we measure our TSMs and how are we doing? 

In an effort to be more efficient, we used a different method to carry out our Tenant Satisfaction survey for 2024/25. As a result, our satisfaction figures were much lower than previously. The overall satisfaction (TP01) score was 44.5% based on just over 800 email survey responses. 

Our previous survey results used the telephone survey method to collect feedback, which helped to form a much more representative picture of tenants’ views.  

So, to gather more views about our service, and help provide better insight to how we shape the way we deliver for our tenants, we ran a telephone survey in June 2025. The results of this shows a 70.8% satisfaction rate.  

This won’t change the low rating that we have been given, or the work that is underway to address those outcomes from the original email survey. However, we are pleased that the additional customer insight and positive satisfaction rate (which would put us in the top five London boroughs when compared to the 2023/24 results) shows how we continue to strive to provide a good service to our tenants. 

What have you told us? 

You have said that your top priorities were: 

1. Communication from Housing Services 

2. The quality of your home 

3. Tenancy matters  

We have already started work looking at how we can improve these areas for you. 

1. We have trained all frontline staff that use our system to see if they have any call backs to ensure that they return your call promptly.  We are now monitoring the performance and will publish this information soon. 

2. We carry out stock condition and surveys, which not only help us to identify future planned works such as replacing kitchens, bathrooms, heating, roofing, windows and doors, so that we continue to meet the Government’s Decent Homes Standard, but may identify any hazards or health and safety issues that need rectifying.  We have recently started the next round of surveys and some Council tenants will have received a letter to explain what to expect.  

3. We have looked at our Tenancy Policy and made some changes.  We are taking a more supportive role around rent arrears and maintaining your tenancy.  We will explore practical arrangements to help you clear any rent arrears, we don’t want to make you homeless. 

We will offer more support for our vulnerable residents and will take their needs into account when considering any action. 

The full version of the Tenancy Policy can be found here.

For a full copy of the TSM report please click here. 

Help Us Help You – Let’s Make Housing Services Work Better for You

We’re updating our IT system to make it easier for you to access the services you need. But to do that well, we need your help.

If you live with a condition or impairment that affects your daily life, we want to make sure we’re supporting you in the best way possible. That’s why we’re asking you to update your information—so we can tailor our services to suit your needs.

If you’ve already told Housing Services about a health condition or impairment, you should have received an email or letter from us with a short survey. This survey asks about your condition, but more importantly, it gives you the chance to tell us what adjustments would make things easier for you.

For example, if you have mobility difficulties and need more time to answer the door when our officers or contractors visit, you can let us know. That way, we’ll make sure they wait a little longer before leaving.

You don’t have to share any health details if you’d prefer not to—just let us know what adjustments would help.

Already completed the survey? Thank you!
Received the email or letter but not filled it in yet? Please take a few minutes to do so—it really will help us improve the service you receive.

All updates will be added to our system by the end of September 2025.