Tenant Satisfaction Measures Year End Report 2024-2025

Updated on

Below are the results of our 2024/25 survey.

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The Tenant Satisfaction Measures (TSMs) Standard requires all registered providers to conduct annual tenant perception surveys, as mandated by the Regulator of Social Housing. These measures help improve transparency, accountability, and service quality.

For the year ending March 2025, STAR Housing collected feedback through surveys and performance data. The results below reflect tenant perceptions and management performance across 26 measures.

Rationale for Telephone Survey Method

The TSM Surveys were completed via telephone. The rationale for using a telephone approach is:

  • Accessibility and Inclusivity: Ensuring accessibility for all tenants, which aligns with our goal of reaching a broad and representative sample.
  • Engagement and Data Quality: Direct interaction over the phone tends to enhance engagement, allowing participants to ask clarifying questions and leading to more accurate and detailed responses. This is particularly valuable for nuanced satisfaction metrics.
  • Response Rates: Historically, telephone surveys have yielded higher response rates than other methods within this tenant demographic, maximising the robustness of our data and ensuring the results truly reflect the tenant base. This also allows STAR Housing to be reactive to flags and alerts, which improves tenant recovery.
  • Reliability and Consistency: Maintaining consistency with previous years’ methodologies allows for more reliable trend analysis. It also enables richer information to be gathered. A telephone-based approach further helps ensure the comparability of responses across survey years, supporting more insightful year-over-year analyses.
  • Independence: Using Acuity, an independent market research agency, means that participants are free from influence from the rest of the organisation. Read our TSM Summary of Approach.

How satisfied are you?

85.0%

TP01: Overall service from their landlord

Proportion of respondents who report that they are satisfied with the overall service from their landlord

84.7%

TP02: Overall repairs service

Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service

84.2%

TP03: Time taken to complete their most recent repair

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 repair

85%

TP04: Home is well maintained

Proportion of respondents who report that they are satisfied that their home is well maintained

89.0%

TP05: Home is safe

Proportion of respondents who report that they are satisfied that their home is safe

74.4%

TP06: Landlord listens to tenant views and acts upon them

Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them

81.3%

TP07: Landlord keeps them informed about things that matter to them

Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them

85.1%

TP08: Landlord treats them fairly and with respect

Proportion of respondents who report that they agree their landlord treats them fairly and with respect

37.2%

TP09: Landlord’s approach to complaints handling

Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling

75.7%

TP10: Landlord keeps communal areas clean and well maintained

Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained

82.4%

TP11: Landlord makes a positive contribution to the neighbourhood

Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood

74.4%

TP12: Landlord’s approach to handling ASB

Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour

How are we performing?

100.0%

BS01: Required gas safety checks have been carried out

Proportion of homes for which all required gas safety checks have been carried out

100.0%

BS02: Required fire risk assessments have been carried out

Proportion of homes for which all required fire risk assessments have been carried out

93.71%

BS03: Required asbestos management inspections carried out

Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out

100.0%

BS04: Required legionella risk assessments carried out

Proportion of homes for which all required legionella risk assessments have been carried out

100.0%

BS05: Required communal passenger lift safety checks have carried out

Proportion of homes for which all required communal passenger lift safety checks have been carried out

0.65%

RP01: Proportion of homes that do not meet the Decent Homes Standard

Proportion of homes that do not meet the Decent Homes Standard

80.4%

RP02 (1): Non-emergency repairs completed within target timescale

Proportion of emergency responsive repairs completed within the landlord’s target timescale

97.9%

RP02 (2): Emergency repairs completed within target timescale

Proportion of non-emergency responsive repairs completed within the landlord’s target timescale

20.8%

NM01 (1): ASB cases, opened per 1,000 homes

Number of anti-social behaviour cases, opened per 1,000 homes

0.0%

NM01 (1): ASB cases that involve hate incidents opened per 1,000 homes

Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes

26.0%

CH01 (1): Number of stage 1 complaints received per 1,000 homes

Number of stage one complaints received per 1,000 homes

7.4%

CH01 (2): Number of stage 2 complaints received per 1,000 homes

Number of stage two complaints received per 1,000 homes

78.1%

CH02 (1): Stage 1 complaints responded to within the Handling Code timescales

Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescale

83.3%

CH02 (2): Stage 2 complaints responded to within the Handling Code timescales

Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales

* Figures are up-to-date as of 30th July 2025.