Tenant Satisfaction Measures 2025: what we’ve learned so far

The Tenant Satisfaction Measures (TSMs) do just as their name suggests—they offer insights into how satisfied social housing residents are with their landlord’s services.

It’s so important that before we look at the data, we reflect on how and why these measures came into being. Following the tragic fire at Grenfell Tower in 2017 and the death of Awaab Ishak in 2020, the government introduced new legislation to make sure homes are safe and resident voices are listened to. Together, we welcomed the aims of the Social Housing Regulation Act and have been supporting our members to implement it ever since.

To meet the Transparency, Influence and Accountability Standard, landlords must show the Regulator of Social Housing that they are open with their residents and treat them with fairness and respect. As part of this, all registered providers of social housing must survey their residents on 12 key aspects of their landlord’s service, including repairs, safety, complaints handling and communal areas. Housing associations that own more than 1,000 homes must send this data to the Regulator, who then publishes the results yearly.

What do the results tell us about resident satisfaction in housing association homes?

For the second year, the Regulator has published the sector-wide results. Broadly, they show a small improvement from last year, although the Regulator has said this might be because of some changes to the way surveys are collected.

We can see that, on average, three quarters (75%) of housing association residents who rent their home are satisfied with the service they receive from their landlord. This data comes from over 280,000 surveys collected by 195 housing associations. It also shows that most residents have good relationships with their housing provider, with over 80% feeling their landlord treats them fairly and with respect, 74% feeling satisfied that their landlord keeps them informed about things that matter to them and 66% feeling satisfied that their landlord listens to their views and acts upon them.

Although the average satisfaction with landlord complaint handling has improved since last year, this is still an area for improvement. The data shows that 39% of residents who made a complaint were satisfied with their landlord’s approach to handling it. However, it is encouraging to see that landlords are responding to 94% of stage one and stage two complaints on time—a higher proportion than last year.

Unfortunately, fewer shared owners are satisfied with the services provided by their housing association than residents who rent their home. Out of over 34,000 shared owners surveyed by 59 housing associations, 49% were satisfied. The Regulator has acknowledged the difference in the results and highlighted key opportunities for landlords to improve their services for shared owners. Earlier this year, we welcomed the Shared Ownership Code, which aims to help the sector improve outcomes for residents and landlords. 

What do the results tell us about the quality, maintenance and safety of homes?

The TSMs also explore key building safety metrics and information on how landlords manage the homes they own. On average, housing associations reported 100% compliance across gas checks, fire risk assessments, asbestos management surveys, legionella assessments, and lift safety checks. They also completed 81% of non-emergency and 95% of emergency repairs within target timescales. We can also see that 80% of residents who rent and 73% who own their home report they are satisfied that their home is safe.

The same also applies for repairs and maintenance. 75% of housing association renters were, on average, satisfied that their home is well maintained. Of more than 190,000 residents who said they had a repair in the last 12 months, 76% were satisfied with their repair and 71% with the time taken to complete it. Alongside these improvements, there was also an increase in the amount of repairs reported by social landlords - from 10.6 million to 11 million in 2024-25.

What factors can influence satisfaction results?

Last year, the Regulator published their analysis exploring the drivers behind any variation in satisfaction levels, including landlord size, landlord region and survey methodology among others. In 2025, these factors also played a role:

Housing associations with fewer than 5,000 homes reported a greater proportion of residents satisfied with their overall service (75%) compared to landlords with 5,000-40,000 homes (71%) and over 40,000 homes (65%).

On average, fewer residents were satisfied with the overall service from their landlord where their landlord had most of their homes in London (61%). A greater proportion of residents were satisfied where their landlord had most of their homes in the North (77%) and in the Midlands (76%).

Housing associations collected the majority (63%) of their responses by phone, but a slightly smaller proportion compared to 2023-24 (67%). Surveys results collected by post and face-to-face surveys had higher average satisfaction, while the opposite is true for results collected by internet and SMS.

Using TSM insights in your organisation

We’ve now put together a briefing to explore the results and what they mean for our members. We’re also looking for good practice from across the sector on how housing associations are responding to the TSMs. This could be new, innovative approaches to improving services, or it could be learnings from the data collection process itself. Please get in touch with our team if you have a case study to share.