chris.elliott@housemark.co.uk housemark.co.uk
2025/26 Report
Tenant Satisfaction Measures (TSMs) were introduced in 2023/24 as a regulatory requirement for all landlords in England. There are 22 TSMs – of which 12 are sourced from a tenant perception survey.
This report provides results for period 2025/26.
The results in this report are based on 600 responses* (*based on TP01 overall satisfaction responses) – collected by telephone survey.
Based on a total of 8,769 properties and the 600 responses received this year the overall margin of error for the survey is +/-3.86% (compliance requiring minimum of 562 responses with margin of error +/-4.0%).
As well as the mandatory questions, respondents were also given the opportunity to say in their own words:
• Why they gave the score they did on TP01 (overall satisfaction).
• In terms of service improvement priorities, what are the top three services that you feel need improvement and why you chose these as your priorities?
• What would encourage you to get involved with Housing to help shape the services we provide?
• How can we personalise our service to better meet your individual needs?
• We publish a ‘You Said, We Did’ article updating you on some of the service improvements / changes we have made as a result of your feedback. Please tell us what information you would like to see in this publication / article in the future?
• You have told us ‘what’ information you want to see in our publications. Please tell us ‘how’ you would like to see this information?
• How would you like to complete the satisfaction surveys you receive from Housing services?
• If you could change one thing about the service Housing provides, what would it be and why?
TSM Results
Executive Summary
Key Findings:
• Overall Satisfaction: Overall satisfaction is at 70.8%, a significant increase of 26.3% from the previous year.
• TSM Scores: All scores have significantly increased on last years scores. The largest increase was in treating tenants fairly and with respect and keeping tenants informed (both up 31.0%).
• Top Satisfaction Areas: Tenants are most satisfied with being treat fairly and with respect (80.6%).
• Lowest Satisfaction Areas: The lowest satisfaction scores were for complaint handling (28.9%).
Benchmarking:
• When benchmarked against national and peer group medians, all scores are higher than the national and peer group median scores.
Key Drivers of Satisfaction
• Listening to views and acting upon them, keeping the home well-maintained, and overall handling of repairs have the strongest impact on overall satisfaction.
Sample Data
TSM Scores
TSM Scores trend
100% Telephone Interviews
100% Online Survey
100% Telephone Interviews
Note – When comparing 2023/24 scores with this year (i.e. using the same data collection method), all scores this year have increased. TP01 (overall satisfaction) increased by 7.0%.
2025/26 TP01 (Overall Satisfaction) –
TP01 (Overall Satisfaction) by Age
TP01 (Overall Satisfaction) by Tenure
BETRA (8)
DELTA (11)
GENERA (514)
HOSTEL (8)
PETRA (8)
SHELTD (51)
TP01 (Overall Satisfaction) by Ward
Overall
Beam Park (11)
Cranham (10)
Elm Park (48)
Gooshays (134)
Hacton (8)
Harold Wood (22)
Havering Park (40)
Havering-atte-Bower (3)
Heaton (124)
Hylands and Harrow Lodge (11)
Marshalls & Rise Park (7)
Mawneys (44)
Rainham and Wennington (6)
Rush Green and Crowlands (18)
South Hornchurch (25)
Squirrels Heath (12)
St. Alban's (18)
St. Andrew's (32)
St. Edward's (23)
Upminster (3)
Emmerson Park (1)
TP01 (Overall Satisfaction) by Home Type
Note – No interviews recorded for bedsit / studio and flat above shop.
Bungalow (26)
Flat (312)
House (233)
Maisonette (25)
Maisonette Above Shop (4)
TP01 – Overall Satisfaction (very satisfied)
When analysing comments from respondents scoring ‘very satisfied’ with their overall satisfaction, key themes include:
General Satisfaction and Contentment - Many residents expressed a strong sense of overall satisfaction with their housing and the services provided. These comments often reflected long-term contentment, appreciation for their living environment, and a lack of ongoing issues.
“I’mveryhappy thisisagoodservice.”
I’vebeenatenantfor53years thatsaysitall.”
Effective Repairs and Maintenance - A significant number of residents praised the council’s ability to address maintenance issues effectively. Timely repairs, quality workmanship, and the resolution of specific problems (e.g., boilers, fences, plumbing) were frequently mentioned.
“EverytimeI’vehadaproblem,theycameandfixeditstraightaway.”
“Theyalwayscompleterepairsontime.”
“WheneverI’vecalledforrepairs,they’vefixedthem.”
Speed and Responsiveness of Service - Residents consistently noted the promptness with which their concerns were addressed. Quick turnaround times for repairs and support requests were a key driver of satisfaction.
“IfanythingbreaksandIneedarepair,it’sdoneinstantly.”
“Theyhelpedwhenmywindowwasbrokenatmidnight.RealisedIwasvulnerableandcamequickly.”
“AnythingIneedgetsdonequickly — veryefficient.”
TP01 – Overall Satisfaction (very and fairly dissatisfied)
When analysing comments from respondents scoring ‘fairly’ and ‘very’ dissatisfied’ with their overall satisfaction, key themes include:
Delays and Slow Repairs - This was the most frequently mentioned issue. Residents described long wait times for even basic repairs, with some reporting delays spanning months or even years. Many felt they had to repeatedly chase the council for updates, often without success. In some cases, repairs were started but not completed, or were done poorly and required follow-up visits.
Key issues include:
• Repeated delays in addressing urgent repairs (e.g., heating, leaks, broken doors).
• Residents having to take time off work multiple times due to missed or rescheduled appointments.
• A perception that the council lacks urgency or follow-through.
“It took 2–3yearstochangeasmokealarm.”
“We'vebeenhere6to8yearsandarestillwaitingforrepairs.”
“Repairstakeforever,areoftenhalfdoneorrecurring,andweneedtocallthemback.”
This theme reflects a breakdown in operational efficiency and project management, leading to resident frustration and a loss of trust.
Poor Housing Conditions - Many residents reported living in substandard conditions that affect their health, safety, and quality of life. Common problems included damp, mould, cold temperatures, infestations, and structural disrepair. These issues were often long-standing and unresolved, even after being reported multiple times.
Key issues include:
• Damp and mould affecting walls, ceilings, and floors.
• Unsafe or deteriorating infrastructure (e.g., broken windows, leaking roofs, faulty electrics).
• Homes deemed unfit for vulnerable residents, including those with disabilities or young children.
“Myflatisfullofdamp.It’scoveredinscaffolding,andnoonehascome.”
“Neednew windows houseisverycoldinwinter.”
“Therewasasbestos.Theyleftmeinthehousewiththekids.”
This theme highlights serious concerns about the physical condition of housing stock and the potential health implications for residents.
Overall Satisfaction (very and fairly dissatisfied)
When analysing comments from respondents scoring ‘fairly’ and ‘very’ satisfied’ with their overall satisfaction, key themes include:
Poor Housing Conditions - Many residents reported living in substandard conditions that affect their health, safety, and quality of life. Common problems included damp, mould, cold temperatures, infestations, and structural disrepair. These issues were often long-standing and unresolved, even after being reported multiple times.
Key issues include:
• Damp and mould affecting walls, ceilings, and floors.
• Unsafe or deteriorating infrastructure (e.g., broken windows, leaking roofs, faulty electrics).
• Homes deemed unfit for vulnerable residents, including those with disabilities or young children.
“Myflatisfullofdamp.It’scoveredinscaffolding,andnoonehascome.”
“Need newwindows—houseisverycoldinwinter.”
“Therewasasbestos.Theyleftmeinthehousewiththekids.”
This theme highlights serious concerns about the physical condition of housing stock and the potential health implications for residents.
Poor Communication and Service from Staff - This theme suggests a breakdown in trust and accountability, where residents feel unheard, unsupported, and left to manage issues on their own. It also intersects with other themes like delays and poor housing conditions, compounding dissatisfaction.
Key issues include:
• Lack of response to emails, calls, or repair requests.
• Rude or unhelpful staff interactions.
• Disorganised or inconsistent service delivery.
• Inadequate staffing or poorly trained contractors.
“Thepersondealingwithitdidn’trespondtophoneoremail.”
“There’sacompletelackofcommunication.Contractorsfailtofollowupandarriveunannounced.”
“Theyneverrespondwhenyoucontactthemagain.”
TP01-TP12 Spread of Scores
TP02 / TP03 - Repairs
66.4% (395) of tenants have indicated they have reported a repair in the last 12 months
TP02 Satisfaction with overall repairs service (+27.7% on 2024/25 score)
2024/25
TP03 Satisfaction with time taken to complete repairs (+31.0% on 2024/25 score)
2024/25
TP09 – Complaint Handling
TP01 Score for those who have not made a complaint
25.5% (150) of tenants have indicated they have made a complaint in the last 12 months
TP01 Score for those who have made a complaint
TP09 Satisfaction with approach to complaint handling (+12.0% on 2024/25 score) 2024/25
TP01 Score for those who very dissatisfied with approach to complaint handling
TP01 Score for those who very satisfied with approach to complaint handling
TP10 – Communal Areas
Key Driver Analysis / Benchmarking
Key Driver Analysis
Customer satisfaction offers an excellent insight into tenant’s perspectives and their experiences with services. Key driver analysis takes this one step further by exploring the relationship between specific aspects and overall satisfaction.
Correlation analysis looks to identify a relationship between individual TSM questions (TP2 – TP12) with the overall satisfaction question (TP01).
The correlation determines a value between 0 and +1. The larger the number, the strong the impact on overall satisfaction. Typically, factors that have a correlation factor of 0.5 has a relatively large impact on overall satisfaction. Factors of 0.7 and above are regarded as having a very strong impact on overall satisfaction.
Key Driver Analysis
Correlation with overall perception
Benchmarking TP01-TP06
Tenant satisfaction (%)
Benchmarking TP07-TP12
Additional Questions
In terms of service improvement priorities, what are the top three services that you feel need improvement?
What would encourage you to get involved with Housing to help shape the services we provide?
Residents emphasised the need for better communication, timely responses, and feeling heard. Many expressed frustration with a lack of updates or follow-through from the council.
Local Meetings and Events - Suggestions included more accessible, face-to-face opportunities such as drop-in centres, neighbourhood forums, or local events where residents could engage directly.
“Drop-in centre – fairly local with reasonable disabled (physically) access would be very helpful.”
Community Engagement and Improvement - Residents expressed interest in contributing to or seeing improvements in their communities, such as clean-up efforts, gardening, or platforms to raise local issues.
“I could contribute support work, social care and music.”
“Council presence would help. Even landscaping.”
Opportunities and Invitations - Some residents indicated they would be more likely to get involved if they were directly asked or invited, or if there were clearer opportunities to participate.
“Being asked would help.”
“Already own the charity for knife crime… I help out with community work and volunteer at boxing clubs.”
How can we personalise our service to better meet your individual needs?
Communication
To ensure effective communication and build trust with tenants, it's important to provide updates through their preferred method whether by email, phone, or text so they stay informed about relevant services and support. Prompt follow-up after a complaint or request demonstrates responsiveness and shows that their concerns are being taken seriously. Additionally, using clear and straightforward language, free of jargon, helps ensure tenants fully understand the information being shared.
Accessibility
To improve the repair process for tenants, it's essential to simplify how they request assistance such as through an easy-to-use online portal or a dedicated phone line. Responding to these requests quickly and efficiently helps minimize frustration and ensures timely resolution of issues. Additionally, offering appointment times outside of standard working hours, including evenings and weekends, makes it easier for tenants to access services without disrupting their schedules.
Support for Vulnerable Tenants
To support disabled and elderly tenants effectively, it's important to provide tailored assistance, such as home modifications or help with daily tasks, to meet their specific needs. Staff should be trained to approach these tenants with empathy and understanding, fostering a respectful and supportive environment. Regular check-ins also play a key role in ensuring their well-being, allowing any new concerns to be identified and addressed promptly.
Maintenance and Repairs
To maintain high standards in property maintenance, it's crucial to handle repair requests promptly and effectively, ensuring timely responses and quality workmanship. Regular property inspections help identify and resolve issues before they escalate, promoting a proactive approach to maintenance. Additionally, ensuring that all repairs are completed to a high standard and confirming tenant satisfaction reinforces trust and helps maintain a positive living environment.
Tenant Involvement
To ensure tenants feel heard and involved, it's important to hold regular meetings where they can share concerns and provide feedback. Actively involving tenants in decision-making—such as through consultations on planned improvements or service changes—helps build a sense of ownership and community. Additionally, using surveys to gather detailed insights into tenants' individual needs and preferences allows services to be tailored more effectively to meet those needs.
Please tell us what information you would like to see in ‘You Said, We Did’ in the future?
Themes Included:
• Information on planned maintenance and property upgrades.
• Updates on Service Charges.
• Updates on estate improvements
• Tenant responsibilities
• How ASB is being addressed; updates on enforcement actions
• Damp and mould
• Guidance on how to access information for support services
• News about local developments, event, initiatives, etc
• Consideration of more accessible formats (e.g. for non-digital users and those wanting printed formats, etc…)
How tenants would like to see this information in publications
Havering website (186) At The Heart (292)
How would you like to complete the satisfaction surveys you receive from Housing services?
If you could change one thing about the service Housing provides, what would it be and why?
Communication and Responsiveness - Many tenants expressed frustration with poor communication and lack of responsiveness from the housing service. They want clearer updates, quicker replies to complaints, and easier ways to speak directly with staff. The absence of follow-up and difficulty reaching the right person were common concerns.
Next steps / Key actions:
• Establish clear communication standards, including response time targets for emails, calls, and complaints.
• Introduce a tenant portal where residents can track the status of their queries and repairs in real time.
• Reinstate or improve call-back systems to ensure tenants receive follow-up when promised.
• Offer multiple contact options, including live chat, SMS updates, and in-person appointments for those who prefer them.
Repairs and Maintenance - Concerns about the quality and timeliness of repairs were widespread. Tenants reported delays, poor workmanship, and a lack of follow-through on maintenance issues. Many called for more reliable and efficient repair services, including better coordination with contractors and clearer scheduling.
Next steps / Key actions:
• Streamline the repair process with better scheduling, clearer communication, and real-time updates on job status.
• Implement a contractor accountability system, including tenant feedback and performance reviews.
• Conduct regular property inspections to identify issues before they escalate.
• Create a “first-time fix” policy, ensuring contractors arrive prepared and equipped to complete jobs on the first visit.
Show more Empathy
Tenants emphasised the need for staff to treat them with more respect and compassion. They want to feel heard, understood, and supported, especially when dealing with sensitive or personal issues. Some felt dismissed or judged and called for a more empathetic approach from housing staff.
Next steps / Key actions:
• Train all staff in empathy, active listening, and trauma-informed care, especially those interacting with vulnerable tenants.
• Assign dedicated caseworkers for tenants with complex needs to ensure continuity and personalised support.
• Encourage a culture of respect by recognising and rewarding staff who demonstrate exceptional service and compassion.
• Create feedback loops where tenants can safely report poor treatment and see how their concerns are addressed.
Summary
Key Findings:
• Overall Satisfaction: Overall satisfaction is at 70.8%, a significant increase of 26.3% from the previous year.
• TSM Scores: All scores have significantly increased on last years scores. The largest increase was in treating tenants fairly and with respect and keeping tenants informed (both up 31.0%).
• Top Satisfaction Areas: Tenants are most satisfied with being treat fairly and with respect (80.6%).
• Lowest Satisfaction Areas: The lowest satisfaction scores were for complaint handling (28.9%).
Benchmarking:
• When benchmarked against national and peer group medians, all scores are higher than the national and peer group median scores.
Key Drivers of Satisfaction
• Listening to views and acting upon them, keeping the home well-maintained, and overall handling of repairs have the strongest impact on overall satisfaction.