Tenant Satisfaction Measures 2025/26

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)

• 0.1%

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%

 

Repairs

Number of outstanding responsive repairs that had not been completed ('work-in-progress') at year end as reported in your last TSM return

• 17,779 

Number of responsive repairs raised during the reporting year. 

• 130,657

Number of responsive repairs closed during the reporting year for any reason apart from completion. This includes all responsive repairs that have been cancelled (whether by the landlord or at tenant request) and any responsive repairs that have been reclassified as planned or cyclical works. 

• 12,595 

Number of responsive repairs completed during the reporting year. 

• 110,855 

Expected number of outstanding responsive repairs that had not been completed ('work-in-progress') at year end. 

• 12,243

Actual number of outstanding responsive repairs that had not been completed ('work-in-progress') at year end. 

• 8,810

 

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

123 working days - 180 calendar day for planned works

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

24 hours for emergency repairs 

 

Supporting documents

Gentoo TSM Methodology Statement 2025 26

Gentoo TSM Questionnaire 2025 26