Tenant Satisfaction Measures 2025/26
As part of the Social Housing Regulation Act (2003), the Regulator of Social Housing (RSH) introduced a series of Tenant Satisfaction Measures (TSMs). These measures include 12 tenant perception measures based on satisfaction with service delivery, and 14 management information questions related to performance in areas of health and safety (for example gas safety and asbestos). The measures also include how well landlords respond to complaints.
These must be submitted to the government on an annual basis, covering the period from 1 April to 31 March.
On the tables below, we’ve provided data from the 2025 survey alongside the previous year’s.
12 of the TSMs are taken from an annual face-to-face perception survey conducted with 1,109 council tenants by BMG Research, on our behalf. The perception survey measures levels of tenant satisfaction with the delivery of housing management services. More information on our perception survey approach can be found in the summary of approach document. You can also view the Key Findings Report which contains a comprehensive breakdown of the analysis.
Tenant perception - overall satisfaction
Overall tenant satisfaction continues to improve, increasing to 67.8% this year from 65.0% in 2025. The London average in 2024/2025 was 61%.
The areas where tenants are most satisfied include satisfaction that their homes are safe (75.3%) and that the Council treats tenants with fairness and respect (77.5%).
Overall, there is improvement across ten of the 12 Tenant Perception measures compared to our 2024/2025 measures.
| TSM code | Tenant perception measure | 2024/25 | 2025/26 |
|---|---|---|---|
| TP01 | Overall satisfaction | 65% | 67.8% |
| TP02 | Satisfaction with repairs | 57.8% | 60.7% |
| TP03 | Satisfaction with time taken to complete most recent repair | 56.6% | 56.8% |
| TP04 | Satisfaction that the home is well maintained | 61% | 66% |
| TP05 | Satisfaction that the home is safe | 69.5% | 75.3% |
| TP06 | Satisfaction that the landlord listens to tenant views and acts upon them | 50.2% | 60.9% |
| TP07 | Satisfaction that the landlord keeps tenants informed about things that matter to them | 62% | 70.2% |
| TP08 | Agreement that the landlord treats tenants fairly and with respect | 78% | 77.5% |
| TP09 | Satisfaction with the landlord’s approach to handling complaints | 22.2% | 20.6% |
| TP10 | Satisfaction that the landlord keeps communal areas clean and well maintained | 58.1% | 58.3% |
| TP11 | Satisfaction that the landlord makes a positive contribution to neighbourhoods | 65.4% | 72% |
| TP12 | Satisfaction with the landlord’s approach to handling anti-social behaviour |
61.5% |
67.2% |
Keeping properties in good repair
Wandsworth have shown an increase in four of the six TSMs under the theme ‘Keeping Properties in Good Repair’.
Satisfaction with repairs increased by 3% to 60.7% this year from 57.8% in 2024/2025, another year-on-year increase. Satisfaction that the home is well maintained has seen a 5% improvement.
| TSM code | Tenant perception measure | 2024/25 | 2025/26 |
|---|---|---|---|
| TP02 | Satisfaction with repairs | 57.8% | 60.7% |
| TP03 | Satisfaction with time taken to complete most recent repair | 56.6% | 56.8% |
| TP04 | Satisfaction that the home is well maintained | 61% | 66% |
Non-emergency repairs completed within target timescales improved from last year by 6% (87.6% from 81.4%), reversing a 4% drop in 2024/25, however emergency repairs completed on target has fallen by 3%. Satisfaction with time taken to complete a repair remained steady at 56.8%.
The percentage of homes that have not met the decent homes standard has increased from 4.5% to 10%, due in the main to us undertaking stock condition inspections to all of our homes in 2026.
| TSM code | Management information measure | 2024/25 | 2025/26 |
|---|---|---|---|
| RP01 | Homes that do not meet the decent homes standard | 4.5% | 10% |
| RP02a | Repairs completed within target timescales | 81.4% | 87.6% |
| RP02b | Emergency repairs completed within target timescales | 97.6% | 94.9% |
Maintaining building safety
Satisfaction that your home is safe increased this year from 69.5% in 2024/25 to 75.3% this year.
| TSM code | Tenant perception measure | 2024/25 | 2023/24 |
|---|---|---|---|
| TP05 | Satisfaction that the home is safe | 69.5% | 75.3% |
Building Safety Management Information measures have generally remained steady. The most notable drop was the completion of fire safety checks, from 100% to 81.5%. As part of our work with the Regulator following our inspection, we have kept the Regulator informed of our issues with FRAs and of the catch-up programme we have in place. For high rise buildings we are now 99% compliant as of June 2026.
| TSM code | Management information measure |
2024/25 |
2025/26 |
|---|---|---|---|
| BS01 | Gas safety checks | 98.6% | 99.1% |
| BS02 | Fire safety checks | 100% | 81.5% |
| BS03 | Asbestos safety checks | 100% | 100% |
| BS04 | Water safety checks | 96.6% | 99.6% |
| BS05 | Lift safety checks | 100% | 100% |
Respectful and helpful engagement
Wandsworth have demonstrated strong performance in resident engagement measures. Agreement that Wandsworth treats their tenants fairly and with respect remains high at 77.5%.
Satisfaction that Wandsworth listens and acts on resident’s views has increased 11% to 60.9% and satisfaction that we keep tenants informed about things that matter to them increased 8% to 70.2%
| TSM code | Tenant perception measure | 2024/25 | 2025/26 |
|---|---|---|---|
| TP06 | Satisfaction that the landlord listens to tenant views and acts upon them | 50.2% | 60.9% |
| TP07 | Satisfaction that the landlord keeps tenants informed about things that matter to them | 62% | 70.2% |
| TP08 | Agreement that the landlord treats tenants fairly and with respect | 78% | 77.5% |
Complaints handling
Complaints handling satisfaction decreased slightly from 22.2% last year to 20.6%. Complaints handling satisfaction remains a low figure and is the lowest performing TSM across most landlords.
| TSM code | Tenant perception measure |
2024/25 |
2025/26 |
|---|---|---|---|
| TP09 | Satisfaction with the landlord's approach to handling complaints | 22.2% | 20.6% |
The number of complaints received per 1000 homes is set out in the table below. This increased from last year, with close to double the volume of Stage 1 (31.9 complaints per 1,000 homes) and stage 2 (12.0 complaints per 1,000 homes). However, the volume of Stage 1 complaints remains lower than the national (58.8 cases per 1,000 homes) and London (86.5 cases per 1,000) averages from 2024/25.
| TSM code | Management information measure |
Wandsworth 2024/25 |
Wandsworth 2025/26 |
London 2024/25 |
National 2024/25 |
|---|---|---|---|---|---|
| CH01-1 | Stage 1 complaints per 1000 homes | 12.7 | 31.9 | 86.5 | 58.6 |
| CH01-2 | Stage 2 complaints per 1000 homes | 6.1 | 12 | 19 | 10.8 |
The percentage of complaints responded to on time increased from 71% to 76.4% for Stage 1 complaints, a 5% increase and 73.6% to 82.9% for Stage 2 complaints, a 9.3% improvement.
| TSM code | Management information measure |
2024/25 |
2025/26 |
|---|---|---|---|
| CH02-1 | Stage 1 complaints responded to within complaint handling code timescales | 71% | 76.4% |
| CH02-2 | Stage 2 complaints responded to within complaint handling code timescales | 73.6% | 82.9% |
Responsible neighbourhood management
Satisfaction across all the neighbourhood and anti-social behaviour (ASB) measures has increased this year. With ASB case handling improving 6% from last year, from 61.5% to 67.2% and satisfaction that Wandsworth makes a positive contribution to neighbourhoods improving from 65.4% last year to 72.0%, an improvement of 7%.
| TSM code | Tenant perception measure | 2024/25 | 2025/26 |
| TP10 | Satisfaction that the landlord keeps communal areas clean and well maintained | 58.1% | 58.3% |
| TP11 | Satisfaction that the landlord makes a positive contribution to neighbourhoods | 65.4% | 72% |
| TP12 | Satisfaction with the landlord’s approach to handling anti-social behaviour |
61.5% |
67.2% |
The number of ASB cases received per 1,000 homes is set out in the table below. ASB case volumes are generally low, with 13.6 ASB cases per 1,000 homes, similar to 13.5 cases per 1,000 homes recorded last year. The number of ASB cases is lower than the national (46.7 cases per 1,000 homes) and London (46.5 cases per 1,000 homes) average.
The number of hate-related incidents has remained low, at 0.2 cases per 1,000 homes, compared to 0.1 in 2024/25. This is also lower than the national (1.0 cases per 1,000 homes) and London (1.1 cases per 1,000 homes) averages.
| TSM code | Management information measure |
Wandsworth 2024/25 |
Wandsworth 2025/26 |
London 2024/25 |
National 2024/25 |
|---|---|---|---|---|---|
| NM01 | Anti-social behaviour cases relative to the size of the landlord (per 1,000 homes) | 13.5 | 13.6 | 46.5 | 46.7 |
| NM02 | Number of anti-social behaviour cases that involve hate incidents opened (per 1,000 homes) | 0.1 | 0.2 | 1.1 | 1 |
Feedback
If you have any questions relating to any of the Tenant Satisfaction Measures or would like to know more about how we are looking to improve any of the areas listed, do not hesitate to email us: housingandregenerationdirectorate@wandsworth.gov.uk.