Tenant Satisfaction Measures 2024/25 draft
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.
Last year was the first time that these were published by all large (1,000+ homes) providers of social housing. These must be submitted to the government on an annual basis, covering the period from 1 April to 31 March.
The tables on this page show data from the 2024 survey.
12 of the TSMs are taken from an annual face-to-face perception survey conducted with 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 full perception survey which contains a comprehensive breakdown of the analysis.
Tenant perception - overall satisfaction
Overall tenant satisfaction continues to improve, increasing to 65% this year from 64% in 2024. The areas where tenants are most satisfied include satisfaction that their homes are safe (70%) and that the Council treats tenants with fairness and respect (78%). Overall, there is improvement across seven of the 12 Tenant Perception measures compared to our 2023/24 perception survey.
| TSM code | Tenant perception measure | 2024/25 | 2023/24 | Difference |
|---|---|---|---|---|
| TP01 | Overall satisfaction | 65% | 64% | +1% |
| TP02 | Satisfaction with repairs | 58% | 54% | +4% |
| TP03 | Satisfaction with time taken to complete most recent repair | 57% | 52% | +5% |
| TP04 | Satisfaction that the home is well maintained | 61% | 59% | +2% |
| TP05 | Satisfaction that the home is safe | 70% | 76% | -6% |
| TP06 | Satisfaction that the landlord listens to tenant views and acts upon them | 50% | 51% | -1% |
| TP07 | Satisfaction that the landlord keeps tenants informed about things that matter to them | 62% | 66% | -4% |
| TP08 | Agreement that the landlord treats tenants fairly and with respect | 78% | 77% | +1% |
| TP09 | Satisfaction with the landlord’s approach to handling complaints | 22% | 16% | +6% |
| TP10 | Satisfaction that the landlord keeps communal areas clean and well maintained | 58% | 56% | +2% |
| TP11 | Satisfaction that the landlord makes a positive contribution to neighbourhoods | 65% | 67% | -2% |
| TP12 | Satisfaction with the landlord’s approach to handling anti-social behaviour |
62% |
67% |
-5% |
Keeping properties in good repair
Wandsworth have shown an increase in five of the six TSMs under the theme ‘Keeping properties in good repair’.
Satisfaction with repairs increased by 4% to 58% this year from 54% in 2023/24.
Non-emergency repairs completed within target timescales dropped last year by 4% (81% from 85%). Conversely, satisfaction with time taken to complete a repair went up by 5% from 52% to 57%.
| TSM code | Tenant perception measure | 2024/25 | 2023/24 | Difference |
|---|---|---|---|---|
| TP02 | Satisfaction with repairs | 58% | 54% | +4% |
| TP03 | Satisfaction with time taken to complete most recent repair | 57% | 52% | +5% |
| TP04 | Satisfaction that the home is well maintained | 61% | 59% | +2% |
| TSM code | Management information measure | 2024/25 | 2023/24 | Difference |
|---|---|---|---|---|
| RP01 | Homes that do not meet the decent homes standard | 4% | 5% | -1% |
| RP02a | Repairs completed within target timescales | 81% | 85% | -4% |
| RP02b | Emergency repairs completed within target timescales | 99% | 98% | +1% |
Maintaining building safety
Satisfaction that your home is safe decreased this year from 76% in 2023/24 to 70% this year.
Building Safety Management Information measures which were notably low last year have significantly increased. The improvements were asbestos checks (100% from 65%) and water safety checks (97% from 17%) and lift safety checks (100% from 84%).
| TSM code | Tenant perception measure | 2024/25 | 2023/24 | Difference |
|---|---|---|---|---|
| TP05 | Satisfaction that the home is safe | 70% | 76% | -6% |
| TSM code | Management information measure |
2023/24 |
2024/25 |
Difference |
|---|---|---|---|---|
| BS01 | Gas safety checks | 99% | 99% | 0% |
| BS02 | Fire safety checks | 100% | 100% | 0% |
| BS03 | Asbestos safety checks | 100% | 65% | +35% |
| BS04 | Water safety checks | 97% | 17% | +80% |
| BS05 | Lift safety checks | 100% | 84% | +16% |
Respectful and helpful engagement
Agreement that Wandsworth treats their tenants fairly and with respect remains high at 78%.
Satisfaction that the landlord keeps tenants informed about things that matter to them dropped 4% from 66% to 62%.
| TSM code | Tenant perception measure | 2024/25 | 2023/24 | Difference |
|---|---|---|---|---|
| TP06 | Satisfaction that the landlord listens to tenant views and acts upon them | 50% | 51% | -1% |
| TP07 | Satisfaction that the landlord keeps tenants informed about things that matter to them | 62% | 66% | -4% |
| TP08 | Agreement that the landlord treats tenants fairly and with respect | 78% | 77% |
+1% |
Complaints handling
Although remaining a low figure, complaints handling satisfaction went up 6% from 16% last year to 22% (complaints handling satisfaction will usually be the lowest performing TSM across most landlords).
Complaint volumes are broadly similar to last year. The percentage of Stage 2 complaints responded to on time increased from 57% to 74%, a 14% increase.
| TSM code | Tenant perception measure |
2024/25 |
2023/24 |
Difference |
|---|---|---|---|---|
| TP09 | Satisfaction with the landlord's approach to handling complaints | 22% | 16% | +6% |
| TSM code | Management information measure |
2024/25 |
2023/24 |
Difference |
|---|---|---|---|---|
| CH01-1 | Stage 1 complaints relative to the size of the landlord (per 1,000 homes) | 12.7 | 11.6 | +1.1 |
| CH01-2 | Stage 2 complaints relative to the size of the landlord (per 1,000 homes) | 6.1 | 5.4 | +0.7 |
| CH02-1 | Stage 1 complaints responded to within complaint handling code timescales | 71% | 79% | -8% |
| CH02-2 | Stage 2 complaints responded to within complaint handling code timescales | 74% | 57% | +17% |
Responsible neighbourhood management
Satisfaction with ASB case handling dropped 5% from last year, from 5% to 67% to 62%.
ASB case volumes are generally low, with 13.5 cases per 1000 homes, fewer than 17.4 cases per 1000 homes recorded last year.
| TSM code | Tenant perception measure | 2024/25 | 2023/24 | Difference |
| TP10 | Satisfaction that the landlord keeps communal areas clean and well maintained | 58% | 56% | +2% |
| TP11 | Satisfaction that the landlord makes a positive contribution to neighbourhoods | 65% | 67% | -2% |
| TP12 | Satisfaction with the landlord’s approach to handling anti-social behaviour |
62% |
67% |
-5% |
| TSM code | Management information measure |
2023/24 |
2024/25 |
Difference |
|---|---|---|---|---|
| NM01 | Anti-social behaviour cases relative to the size of the landlord (per 1,000 homes) | 13.5 | 17.4 | -3.9 |
| NM02 | Number of anti-social behaviour cases that involve hate incidents opened (per 1,000 homes) | 0.1 | 0.2 | -0.1 |
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.