Tenant Satisfaction Measures: key insights

In November, the Regulator of Social Housing published the Tenant Satisfaction Measures (TSMs) for the year 2024/25. We have now analysed the findings in a briefing for our members.  
 
This is the second annual release of TSM data, measuring resident satisfaction across a variety of different measures. The results provide an important insight into housing association performance and resident satisfaction, and we will be able to track progress year-on-year.  

What do the results mean for housing associations? 

Overall, most housing association residents continue to be satisfied with the services their landlords are providing, with a small improvement since the 2023/24 results. Here are some of the key metrics for housing associations:  

The results showed that residents of housing association homes reported: 

• On average, three quarters of housing association residents who were surveyed said they were satisfied with the overall service provided by their landlord.   
• A high proportion of residents said they were satisfied that their home is safe (80.3%) and that their landlord treats them fairly and with respect (80.4%).
• There are still low levels of satisfaction with responses to complaints. On average, 39% of residents who said they had reported a complaint were satisfied with their landlord’s response. 

The measures looking at the management of housing association homes showed: 

• On average, landlords had 100% compliance across key building safety metrics.   
• The vast majority of non-emergency (81.3%) and emergency repairs (95.2%) were completed within the housing association’s target timescale.  
• Most complaints (94%) were responded to within the time frame set out by the Housing Ombudsman’s complaint handling code. This is more than reported in the 2023/24 results (86.9% for stage one complaints and 87.5% for stage two complaints).   

For smaller housing providers and supported housing providers, the results showed:   

• More residents of landlords with more than 30% supported housing were satisfied overall (77.9%). All other satisfaction measures also scored higher for supported housing residents. 
• There were more residents of smaller landlords, who have less than 5,000 homes, who were satisfied with their overall service (74.9%). 

By geographical region, the results showed: 

• On average, residents of landlords who had most of their homes in London were less likely to say they were satisfied with their overall service (61.2%). 
• Residents whose landlord had most of their homes in the North (76.6%) and the Midlands (75.8%) were more likely to say they were satisfied overall. 

For residents of shared ownership homes, the results showed: 

• Shared owners were less satisfied than social housing rented residents, with 49.2% satisfied with their landlord’s overall service. 
• Most shared owners felt their home was safe (72.6%), they were informed about things that matter to them (56.3%), and they were treated with respect by their landlord (60%). 
• However, shared owners were less likely to be satisfied about other factors, including their landlord listening to and acting upon their views and approaches to managing anti-social behaviour. 

If you would like to share your experiences with the TSMs, please get in touch with our team. We’re interested in good practice examples of how our members are responding to the results, improving services for residents and any learnings around collecting responses. These learnings may inform our webinars, case studies for members online, and discussions at our conferences.