Tenant Satisfaction Measures 2025/26

Tenant Satisfaction Measures are required by the Regulator of Social Housing to measure our performance as a landlord.

Contents

2025/26 Annual TSM Perception Measures

Overall satisfaction (TP01)

  • 77.9%

Satisfaction with repairs (TP02)

  •  77.7%

Satisfaction with time taken to complete most recent repair (TP03)

  • 75.3%

Satisfaction that the home is well maintained (TP04)

  • 75.5%

Satisfaction that the home is safe (TP05)

  • 81.3%

Satisfaction that the landlord listens to tenant views and acts upon them (TP06)

  • 65.2%

Satisfaction that the landlord keeps tenants informed about things that matter to them (TP07)

  • 73.3%

Agreement that the landlord treats tenants fairly and with respect (TP08)

  • 80.8%

Satisfaction with the landlord’s approach to handling complaints (TP09)

  • 42.3%

Satisfaction that the landlord keeps communal areas clean and well maintained (TP10)

  • 77.2%

Satisfaction that the landlord makes a positive contribution to neighbourhoods (TP11)

  • 66.6%

Satisfaction with the landlord’s approach to handling anti-social behaviour (TP12)

  • 61.4%

2025/26 Annual TSM Management Information

Number of stage one complaints relative to the size of the landlord (CH01 (1))

  • 20.9 per 1,000 homes

Number of stage two complaints relative to the size of the landlord (CH01 (2))

  • 6.1 per 1,000 homes

Stage one complaints responded to within the Housing Ombudsman’s Complaint Handling timescales (CH02 (1))

  • 100%

Stage two complaints responded to within the Housing Ombudsman’s Complaint Handling timescales (CH02 (2))

  • 100%

Anti-social behaviour cases relative to the size of the landlord (NM01 (1))

  • 26.1 per 1,000 homes

Anti-social behaviour cases that involve hate cases relative to the size of the landlord (NM01 (2))

  • 0.3 per 1,000 homes

Homes that do not meet the Decent Homes Standard (RP01)

  • 0%

*Actual performance was 0.1% but in-line with the TSM guidance this has been rounded to 0%.

Non-emergency repairs completed within target timescales (RP02 (1))

  • 75.7%

Emergency repairs completed within target timescales (RP02 (2))

  • 97.5%

Gas safety checks (BS01)

  • 100%*

Fire safety checks (BS02)

  • 100%**

Asbestos safety checks (BS03)

  • 100%

Water safety checks (BS04)

  • 100%

Lift safety checks (BS04)

  • 100%

 

For RP01 and RP02 the below timescales were used to calculate:

129 working days - 180 calendar day for planned works

260 working days - used for external contractor - planned works (infrequent)

 

Supporting documents

Gentoo TSM Methodology Statement 2025 26

Gentoo TSM Questionnaire 2025 26