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.
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.
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: February 2025
(The percentages are the percent of customers who said they were fairly satisfied or very satisfied)
We want to understand from customers what you think is working well to ensure we continue to do more of these things. We also want to understand what we might not be getting right and work with customers to improve and develop these services.
Alongside the satisfaction measures there are 14 Management Information Measures that 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 | Combined | |
|---|---|---|---|
| Proportion of homes for which all required gas safety checks have been carried out | 100% | ||
| Proportion of homes for which all required fire risk assessments have been carried out | 100% | ||
| Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out | 99.3% | ||
| Proportion of homes for which all required legionella risk assessments have been carried out | 100% | ||
| Proportion of homes for which all required communal passenger lift safety checks have been carried out | 89.2% | ||
| Number of anti-social behaviour cases, opened per 1,000 homes | 79.3 | ||
| Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes | 1.7 | ||
| Proportion of homes that do not meet the Decent Homes Standard | 0.1% | ||
| Proportion of non-emergency responsive repairs completed within the landlord’s target timescale | 80.0% | ||
| Proportion of emergency responsive repairs completed within the landlord’s target timescale | 92.0% | ||
| Number of stage one complaints received per 1,000 homes | 97.0 | 23.5 | |
| Number of stage two complaints received per 1,000 homes | 6.2 | 3.9 | |
| Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales | 90.7% | 85.7% | |
| Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales | 100.0% | 100.0% |
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