Tenant Satisfaction Measures

What’s a Tenant Satisfaction Measure (TSM)?

Since 2023, the Regulator of Social Housing (RSH) has nationally measured how satisfied social housing tenants are with their landlords. The Tenant Satisfaction Measures are a list of questions, set by the Regulator, which all social landlords must ask residents. From your answers we can measure how well you think we’re performing, and better understand what we can improve. We report the outcomes of the TSMs to the Regulator so they can see how we’re doing too, and use the performance data in our quarterly and annual reports. We are only required to publish our LCRA (rental) figures, but we have included a snapshot of the most up-to-date shared ownership information too.

What is being measured?

The TSMs are made up of two sets of information: 12 perception questions, about what you think of our service (see How you say we’re performing); and 10 management data measures, which include management information like numbers of complaints received, or gas safety checks undertaken, over the year (see Measures calculated from management data). The management data, which landlords submit directly to the RSH, is important so that the Regulator can assess how we comply with the legal Consumer Standards.

Together, these 22 measures fall under 5 broad themes: keeping properties in good repair; maintaining building safety; respectful and helpful tenant-landlord engagement; effective handling of complaints; and responsible neighbourhood management.

How you said we’re performing so far this financial year

The graphics below show our most up-to-date results for tenants and shared owners in 2026-27. In the blue line graphs below, you can see the overall satisfaction scores you gave us each quarter. In the blue pie chart (looks like a donut!) and in the colourful bar charts, you can see the average overall satisfaction scores.

The regulator doesn’t ask us to publish the detailed shared owners’ results, but we’ve published the shared owners topline information below.

Our tenants’ overall satisfaction for Q1 2026-27
Our shared owners’ overall satisfaction for Q1 2026-27

Our tenant satisfaction results for the current financial year are shown below. ‘National Average’ is based on data from over 60 similar sized housing associations in the UK.

2026/27 Q1 – Tenant satisfaction survey results (TSMs)

If you have any queries regarding these results, please contact communications@soha.co.uk.

How did we perform last financial year?

How you felt about our services at the end of 2025-26 (measures calculated from tenant perception data)

Tenant perception measureResults
TP01 Proportion of respondents who report that they are satisfied with the overall service from their landlord81.5%
TP02 Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service 75.9%
TS03 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 repair73.5%
TP04 Proportion of respondents who report that they are satisfied that their home is well maintained81.9%
TP05 Proportion of respondents who report that they are satisfied that their home is safe86.8%
TP06 Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them74.2%
TP07 Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them84.3%
TP08 Proportion of respondents who report that they agtee their landlord treats them fairly and with respect86.5%
TP09 Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling39.9%
TP10 Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained78.4%
TP11 Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighourhood79.7%
TP12 Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour69.1%

How well we looked after your homes by the end of 2025-26 (measures calculated from management data)

We are also required by the Regulator of Social Housing to publish specific management data so you can see what we report to the RSH. Below are our figures for 2025/26.

Management measureResults
BS01 Homes for which all required
gas safety checks have been carried out		100%
BS02 Homes for which all required fire
risk assessments have been carried out		100%
BS03 Homes for which all required asbestos
management surveys or re-inspections have been carried out		100%
Bs04 Homes for which all required
legionella risk assessments have been carried out		100%
BS05 Homes for which all required communal
passenger lift safety checks have been carried out		100%
NM01 (1) Anti-social behaviour cases opened per 1,000 homes39.2 cases per 1000 homes
NM02 (2) Anti-social behaviour cases that involve hate incidents opened per 1,000 homes0.1 cases per 1000 homes
RP01 Homes that do not meet the Decent Homes Standard0.2%
RP02 (1) Non-emergency responsive repairs completed within the landlord’s target timescale*58.5%
RP02 (2) Emergency responsive repairs completed within the landlord’s target timescale**65.8%
CH01 (1) Stage 1 complaints received per 1,000 homes59.7 stage 1 complaints received per 1000 homes
CH01 (2) Stage 2 complaints received per 1,000 homes5.8 stage 2 complaints received per 1000 homes
CH02 (1) Stage 1 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales100%
CH02 (2) Stage 2 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales97.5%

*Repair timescales for non-emergency repairs: within 28 days.

**Repair timescales for emergency repairs: within 24 hours.

Previous performance results by financial year and quarter

Our tenants’ satisfaction results are shown in the links below. ‘National Average’ is based on data from over 60 similar sized housing associations in the UK.

How do we ask the TSMs?

Quarterly, we ask a sample of our tenants these questions by telephone using an independent research agency called Acuity Research and Practice. If they contact you, please offer your feedback. If you have any queries about Acuity, please do contact us.

Click here to read the full Acuity TSM script and questionnaire 2025/26

In 2025/26, this is how we gathered the information:

  • From a possible 6950 homes, 1262 surveys were carried out between 23/05/2025 to 17/02/2026. Those surveys which were not completed within the timeframe did not count towards our sample size
  • Our achieved sample size (number of responses) for 2025/26 was 1262
  • The sample size was a randomly selected. No tenants were removed. It included current tenants from General Needs, Supported Housing and Intermediate properties, from a variety of tenure, age, and geographical area
  • You can see the breakdown of our sample size by demographic in this link
  • The survey was carefully scripted to ensure a professional and consistent process
  • The 1262 surveys were divided over quarterly periods and taken by telephone, with the option for an online link to be via email by the interviewer if requested in the phone call by the resident (e.g. if it is not a convenient time)
  • Weighting was not applied to the generating of reports, nor were there any exclusions or failures to meet the required sample size
  • We did not offer incentives to encourage survey completion
  • There were no additional methodological issues which might have impacted the measures.
Rationale for telephone survey and database supply (click to expand)
  1. Accessibility and inclusivity: Telephone surveys ensure accessibility for most tenants, especially those who may not have internet access; or who need support with digital skills or adult literacy. Telephone surveys helps us towards reaching a broad and representative sample
  2. Engagement and high data quality: Talking over the phone gives more opportunity for participants to ask clarifying questions and leading to more accurate and detailed responses. This means more detail can be given when residents are dissatisfied
  3. Representativeness of responses, reliability and consistency: The self-selecting method of online and postal survey means that questions can be skipped or not answered fully. Phone conversations are supported by the use of quotas, which means the results are of a better quality
  4. Response rates: Historically, telephone surveys have higher response rates than other methods within this demographic, which means the responses are representative of our tenants
  5. Reliability and consistency: Maintaining consistency with previous years’ methodologies allows for more reliable trend analysis. Using the same method of communication (the telephone-based approach) as the previous years creates a reliable trend analysis, which means we can more reliably track patterns year-on-year
  6. Digital options: While we primarily used a 100% telephone approach, residents were given the option during the call to request the survey be sent to them digitally if they preferred. This option was available to all residents, enabling them to respond in the way that best suited their needs
  7. Benchmarking compatibility: Telephone surveys appear to be the most popular survey method in the sector, followed by an online/telephone split which will allow us to compare the TSM metrics
  8. Future surveys: Each year Acuity carry out a review of rates across various tenant sub-groups to ensure no one group of tenants did not take part. Acuity will take steps ahead of the next year’s surveys (2027/28) to promote engagement and adopt any new survey methods, if required.
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