Tenant Satisfaction Measures
What are the Tenant Satisfactions Measures (TSMs)?
The Tenant Satisfaction Measures (TSMs) are a set of standards that all registered providers of social housing must submit to the Regulator of Social Housing each year. This ensures that all residents receive high-quality homes and services by helping the regulator to compare social landlords’ performance in England.
The measures help us to monitor our performance and identify areas for improvement by listening to your feedback. We want to share our results with you because being transparent and trustworthy matters to us and we want your help to continuously improve our customer experience.
Tenant Satisfaction Measures 2024-25
There are 22 Tenant Satisfaction Measures covering these five key areas: overall satisfaction, repairs, building safety, complaints and antisocial behaviour.
12 are evaluated by listening to feedback from our customers and 10 are evaluated through data collection by the team at Local Space.
These results cover the period from 1 April 2024 to 31 March 2025.
Customer satisfaction
We worked with IFF Research to survey 339 customers to understand overall satisfaction with our services. If you’re interested in how we approached collecting data, take a look at our summary of approach and the survey used to generate responses.
Thank you to all our customers who took the time to share their views. You are helping us to identify areas of improvement so we can ensure a better customer experience.
| Tenant perception measure | Score |
| Proportion of respondents who report that they are satisfied with the overall service from their landlord. | 75% |
| Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service. | 76% |
| 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. | 71% |
| Proportion of respondents who report that they are satisfied that their home is well maintained. | 76% |
| Proportion of respondents who report that they are satisfied that their home is safe. | 76% |
| Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. | 68% |
| Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. | 77% |
| Tenant perception measure | Score |
| Proportion of respondents who report that they agree their landlord treats them fairly and with respect. | 79% |
| Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling. | 48% |
| Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. | 67% |
| Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. | 71% |
| Proportion of respondents who report that they are satisfied with their landlord’s approach to handling antisocial behaviour. | 69% |
Repairs
We know that repairs are important to you. Maintaining high-quality, safe, and comfortable homes is a key part of our service as your landlord.
Following on from your feedback, we have:
- Worked closely with our contractors to improve repair completion times and call centre responsiveness.
- Engaged consultants to conduct an independent review to help us design a better repairs and maintenance service.
Proportion of emergency responsive repairs completed within the landlord’s target timescale
92%
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale
75%
Proportion of homes that do not meet the Decent Homes Standard
3%
Our target timescales to deal with repairs are as follows:
- Routine repairs: 28 days (including weekends and bank holidays).
- Urgent repairs: 7 days (including weekends and bank holidays).
- Emergency repairs: 24 hours.
Building safety
Your health and safety are our top priorities. Following your feedback, we now fast-track health and safety and security-related complaints for a speedy resolution.
We buy homes on the open market, refurbish and convert them into more affordable housing. This means that sometimes our homes are in larger buildings, managed by other owners, called ‘superior landlords’. Superior landlords are legally responsible for safety checks and certifications in these buildings, including communal areas.
We continue to actively pursue superior landlords for their safety certifications and risk assessments to ensure overall building safety. Additionally, we regularly check in with our residents to ensure they feel safe in their homes and address any concerns promptly.
Here are our building safety measure scores which include buildings not owned or managed by Local Space:
Proportion of homes for which all required gas safety checks have been carried out
99.9%
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out
92%
Proportion of homes for which all required fire risk assessments have been carried out.
81%
Proportion of homes for which all required communal passenger lift safety checks have been carried out
69%
Proportion of homes for which all required legionella risk assessments have been carried out
63%
Here are our building safety measure scores which exclude buildings not owned or managed by Local Space:
Gas safety checks
99.9%
Asbestos safety checks
100%
Fire safety checks
100%
Lift safety checks
100%
Water safety checks
96%
Complaints
We take every complaint seriously, viewing it as an opportunity to learn, improve our services, and put things right for our customers.
We now have a dedicated team who manages our complaints handling, and we have recruited a Complaints Officer to support this work. Find out more about how to make a complaint on our website.
Number of stage one complaints received per 1,000 homes
60
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
95%
Number of stage two complaints received per 1,000 homes
3
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
100%
Antisocial behaviour
We have a zero-tolerance approach to antisocial behaviour, particularly hate crime, and are committed to protecting our customers from harm.