The Tenant Satisfaction Measures are a new set of measures introduced by the regulator to ask customers how they feel about the services their landlord provides.
The measures focus on five key themes: Keeping properties in good repair; Maintaining building safety; Effective handling of complaints; Respectful and helpful engagement; Responsible neighbourhood management.
The percentages are the percent of customers who said they were fairly satisfied or very satisfied. Full results and questions can be found at the bottom of this page.
We are committed to sharing these results on a regular basis with our customers, colleagues, board, regulator, and our stakeholders. This web page will be updated when new data is available.
Last updated: June 2025
Management Information Measures helps both customers and the regulator understand how we are performing in keeping homes safe, ensuring our neighbourhoods are nice places to live, and complaints are being handled appropriately.
| LCRA | LCHO | All Stock (LCRA and LCHO) | |
|---|---|---|---|
| Q5a Building Safety | |||
| BS01 Proportion of homes for which all required gas safety checks have been carried out. | 100.0% | ||
| BS02 Proportion of homes for which all required fire risk assessments have been carried out | 100.0% | ||
| BS03 Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out | 100.0% | ||
| Proportion of homes for which all required legionella risk assessments have been carried out | 100.0% | ||
| Proportion of homes for which all required communal passenger lift safety checks have been carried out | 100.0% | ||
| Q5b Anti-Social Behaviour | |||
| NM01(1) Number of anti-social behaviour cases, opened per 1,000 homes | 74.3 | ||
| NM01(2) Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes | 1.1 | ||
| Q5c Decent Homes Standard and Repairs | |||
| RP01 Proportion of homes that do not meet the Decent Homes Standard | 0.1% | ||
| RP02(1) Proportion of non-emergency responsive repairs completed within the landlord’s target timescale | 78.4% | ||
| RP02(2) Proportion of emergency responsive repairs completed within the landlord’s target timescale | 98.1% | ||
| Q5d Complaints | |||
| CH01(1) Number of stage one complaints received per 1,000 homes | 100.0 | 40.4 | |
| CH01(2) Number of stage two complaints received per 1,000 homes | 11.5 | 10.1 | |
| CH02(1) Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales | 94.3% | 93.1% | |
| CH02(2) Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales | 97.2% | 91.7% | |
| Q5e Tenant Perception Measures | |||
| TP01 Proportion of respondents who report that they are satisfied with the overall service from their landlord | 70.8% | 45.0% | |
| 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 | 73.9% | ||
| TP03 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 | 71.3% | ||
| TP04 Proportion of respondents who report that they are satisfied that their home is well maintained | 77.5% | ||
| TP05 Proportion of respondents who report that they are satisfied that their home is well maintained | 81.7% | 72.2% | |
| TP06 Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them | 65.5% | 39.9% | |
| TP07 Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them | 75.4% | 55.8% | |
| TP08 Proportion of respondents who report that they agree their landlord treats them fairly and with respect | 81.0% | 57.6% | |
| TP09 Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling | 42.1% | 18.1% | |
| TP10 Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained | 73.3% | 45.8% | |
| TP11 Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood | 69.0% | 37.5% | |
| TP12 Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour | 70.8% | 41.2% | |
Key:
We are working with a company called TLF, who are experienced in running these types of surveys. They are contacting customers by phone every 3 months, to ask 12 questions around the themes above to understand how well our customers think we are performing.
If you are contacted by TLF they understand that your time is precious. They will arrange to interview you at a time that suits you. Your opinions matter to us. We will dedicate time to reading all your scores and comments to understand how you feel and what we need to do differently – we are currently working on the feedback from the pilot to ensure we put relevant improvements in place.
Please note: TLF will never ask for your bank details or other financial information.
| LCRA | LCHO | |
|---|---|---|
| Tenant population | 18749 | 3560 |
| Total responses | 1218 | 534 |
| Respondents as a % of all tenant population | 6.5% | 15.0% |
| Confidence level / margin of error | 95% / (+/- 2.7%) | 95% / (+/- 3.9%) |
Great Places conducted a quarterly survey to capture customer views. The reasoning for this is detailed below:
Whilst Great Places favoured a telephone collection method in order to make the results more broadly comparable with other providers, we did adapt for cohorts of customers that proved hard to reach. Where we struggled to reach the required sample within our Independence & Wellbeing service, we offered face-to-face interviews.
The LCRA postal surveys conducted were to ensure that customers whose properties are owned by Great Places but services provided by others, were fairly represented and not excluded from our sample base. Below is a breakdown of our collection methodology:
| LCRA | LCHO | |
|---|---|---|
| Telephone | 1206 | 534 |
| Face-to-face | 4 | |
| Postal | 8 |
Great Places applied random stratified sampling for this year’s TSMs. Key characteristics used to design the sample were; location / age / ethnicity.
In partnership with our research partner, The Leadership Factor, Great Places carried out representativeness checks in quarters 2, 3, and 4, to ensure the respondent profile was within a representative range of the customer profile.
Where we identified over/under representation appropriate action was put in place to redress responses. The checks were carried out across geographic region, EDI characteristics where the data allowed.
Weighting was not necessary, as the sample is representative of the total population.
Great Places appointed research agency The Leadership Factor to deliver the 2024/25 Tenant Satisfaction Measures.
Having agreed to our Contracted Partner Terms and Conditions, and signing our data sharing agreement, we passed and received data via the secure TLF File Transfer Portal.
Whilst we set the rules for sampling, TLF conducted the exercise each quarter, cross referencing previous survey rounds to avoid duplicate contacts and ensure representativeness.
TLF work with a large number of Housing Associations and have an excellent reputation within the sector. This reputation as a leading research provider recently saw 84 registered providers participate in a TSM benchmarking exercise.
Due to the proactive nature of our approach such as, tailoring collection methods, no customers were excluded due to exceptional circumstances.
Great Places did not offer incentives.
As referenced in section 3, Great Places utilised face to face colleague led surveys with those Independence and Wellbeing customers who needed additional support.
