Tenant Satisfaction Measures
The Tenant Satisfaction Measures are a 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.
Summary results
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.
The below results are 2025/26 year-end results.
Last updated: May 2026
Management Information Measures
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% | ||
| BS04 Proportion of homes for which all required legionella risk assessments have been carried out | 96.5 | 96.5% | |
| BS05 Proportion of homes for which all required communal passenger lift safety checks have been carried out | 92.3% | ||
| Q5b Anti-Social Behaviour | |||
| NM01(1) Number of anti-social behaviour cases, opened per 1,000 homes | 56.2 | ||
| NM01(2) Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes | 1.6 | ||
| Q5c Decent Homes Standard and Repairs | |||
| RP01 Proportion of homes that do not meet the Decent Homes Standard | 0.0% | ||
| RP02(1) Proportion of non-emergency responsive repairs completed within the landlord’s target timescale | 81.5% | ||
| 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 | 68.9 | 23.7 | |
| CH01(2) Number of stage two complaints received per 1,000 homes | 12.2 | 5.8 | |
| CH02(1) Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales | 97.8% | 95.7% | |
| CH02(2) Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales | 91.6% | 87.0% | |
| Q5e Tenant Perception Measures | |||
| TP01 Proportion of respondents who report that they are satisfied with the overall service from their landlord | 78.4% | 51.7% | |
| 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 | 79.0% | ||
| 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 | 75.6% | ||
| TP04 Proportion of respondents who report that they are satisfied that their home is well maintained | 80.8% | ||
| TP05 Proportion of respondents who report that they are satisfied that their home is safe | 86.6% | 80.0% | |
| TP06 Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them | 73.8% | 43.1% | |
| TP07 Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them | 81.0% | 59.5% | |
| TP08 Proportion of respondents who report that they agree their landlord treats them fairly and with respect | 85.0% | 65.5% | |
| TP09 Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling | 45.8% | 15.2% | |
| TP10 Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained | 78.8% | 52.1% | |
| TP11 Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood | 75.4% | 50.3% | |
| TP12 Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour | 72.1% | 48.3% | |
| Repairs timescales | |||
| Q5f Your (maximum) target timescale for non-emergency repairs used to calculate RP02 (pt1) | 20 Working days | ||
| Q5g Your (maximum) target timescale for emergency repairs used to calculate RP02 (pt2) | 24 Hours | ||
Key:
- LCRA = Low-Cost Rental Accommodation – social rented properties
- LCHO = Low-Cost Home Ownership – shared ownership properties
How we collect feedback
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.
Great Places – TSM Submission 2025/26 – Summary of Approach
1. Summary of achieved sample size
| LCRA | LCHO | |
|---|---|---|
| Tenant population | 19439 | 3959 |
| Total responses | 1239 | 535 |
| Respondents as a % of all tenant population | 6.4% | 13.5% |
| Confidence level / margin of error | 95% / (+/- 2.7%) | 95% / (+/- 4.0%) |
2. Timing of our survey
Great Places conducted a quarterly surveys for LCRA, and 6-monthly surveys for LCHO to capture customer views. The reasoning for this is detailed below:
- Throughout the year – listening and acting all year round not just as a snapshot for the purpose of reporting a score.
- Throughout different seasons – accounting for the impact of cold and wet weather, storm damage, busier grass cutting / grounds maintenance seasons, fuel poverty / affordable warmth, impact of annual or cyclical notices such as rent and service charge statements.
- Review findings and plan initiatives – allows the organisation to thoroughly review each quarter’s findings and ensure appropriate improvement plans are put into place with realistic windows for reporting frequency, implementing changes and monitoring the impact of initiatives.
3. Collection method(s)
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 | 1202 | 531 |
| Face-to-face | 32 | |
| Postal | 5 | 4 |
4. Our Sampling Method
Great Places applied random stratified sampling for this year’s TSMs. Key characteristics used to design the sample were; location / age / ethnicity.
5. Assessment of representativeness of the sample against the relevant tenant population
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.
Below is a breakdown of representativeness of the sample against the relevant tenant population for both LCRA and LCHO surveys:
LCRA
| Relevant Housing Population | Survey Responses | |
|---|---|---|
| Stock Profile | (% total) | (% within sample) |
| General Needs | 89.7% | 90.1% |
| Independent Living | 3.3% | 2.7% |
| Partner Managed | 4.4% | 3.8% |
| In House | 1.5% | 2.9% |
| Rent to Home Buy | 0.8% | 0.2% |
| Managed by Others | 0.2% | 0.2% |
| Age profile | (% total) | (% within sample) |
| 25 and under | 3.7% | 4.2% |
| 26-35 | 14.9% | 15.3% |
| 36-45 | 21.9% | 21.5% |
| 46-55 | 20.8% | 20.5% |
| 56-65 | 18.9% | 19.5% |
| 66-75 | 11.3% | 10.4% |
| Over 75 | 7.7% | 8.1% |
| Unknown | 0.8% | 0.5% |
| Ethnicity profile | (% total) | (% within sample) |
| White | 66.4% | 65.9% |
| Asian or Asian British | 11% | 11% |
| Black, Black British, Caribbean or African | 6.3% | 7.7% |
| Mixed or multiple ethnic groups | 2.5% | 2.3% |
| Other ethnic group | 1% | 1.8% |
| Unknown | 12.9% | 11.4% |
LCRO
| Relevant Housing Population | Survey Responses | |
|---|---|---|
| Age profile | (% total) | (% within sample) |
| 25 and under | 1.6% | 1.9% |
| 26-35 | 18.3% | 17.4% |
| 36-45 | 21.9% | 22.4% |
| 46-55 | 13.6% | 14.2% |
| 56-65 | 14.8% | 16.4% |
| 66-75 | 8.8% | 8.8% |
| Over 75 | 5.8% | 5.6% |
| Unknown | 14.5% | 13.3% |
| Ethnicity profile | (% total) | (% within sample) |
| White | 40.6% | 39.8% |
| Asian or Asian British | 3.3% | 6% |
| Black, Black British, Caribbean or African | 1.7% | 2.4% |
| Mixed or multiple ethnic groups | 1.0% | 1.1% |
| Other ethnic group | 0.2% | 0.4% |
| Unknown / Refused | 53.2% | 50.3% |
6. Weighting applied to generate the reported perception measures
Weighting was not necessary, as the sample is representative of the total population.
7. Working with our research partner
Great Places appointed research agency The Leadership Factor to deliver the 2025/26 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.
8. The number of tenant households within the relevant population that have not been included in the sample frame due to the exceptional circumstances described in paragraph 63 -65 with a broad rationale for their removal
Due to the proactive nature of our approach such as, tailoring collection methods, no customers were excluded due to exceptional circumstances.
9. Incentives
Great Places did not offer incentives.
10. Methodological issues likely to have a material impact on the tenant perception measures reported.
As referenced in section 3, Great Places utilised face to face colleague led surveys with those Independence and Wellbeing customers who needed additional support.
Questionnaire
This section contains the questions that are asked as part of the survey.
Great Places (6706) TSM Survey 2025/26
Main survey questionnaire Q1 2025/26
Hi, please can I speak to…..
My name is ___ and I am calling from TLF Research on behalf of Great Places. We are conducting their tenant satisfaction research introduced by the Regulator of Social Housing which will be used to calculate the annual Tenant Satisfaction Measure and published on Great Places’ website. Your feedback would be really appreciated. Can you please spare 5 to 10 minutes to take part now?
- If yes, continue.
- If no, booking if willing
Thank you. We follow the Market Research Society code of conduct and Data Legislation, In addition, the call may be recorded for quality and training purposes.
- [tp01_ovsat] Taking everything into account, how satisfied or dissatisfied are you with the service provided by Great Places?
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
- Not answered [Interview do not read out – only an option if respondent cannot answer/refused to answer]
[c_probe_sat] If very satisfied probe “Why would you say you are satisfied?”
[c_probe_neither]If fairly satisfied or Neither satisfied nor dissatisfied probe “What could Great Places do to make you satisfied?”
[c_probe_dissat] If fairly or very dissatisfied probe “Why would you say you are dissatisfied?”
- [had_repair] Has Great Places carried out a repair to your home in the last 12 months? [LCRA only]
- Yes (Go to Q3)
- No (Go to Q5)
- [tp02_repairsat] How satisfied or dissatisfied are you with the overall repairs service from Great Places over the last 12 months? [LCRA only]
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
- Not answered [Interviewer do not read out – only an option if respondent cannot answer/refused to answer]
- [tp03_repairtime] How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it? [LCRA only]
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
- Not answered [Interviewer do not read out – only an option if respondent cannot answer/refused to answer]
Just thinking back to the previous question regarding the overall repairs service from Great Places over the last 12 months…
[c_probe_sat] If very satisfied probe “Why would you say you are satisfied?”
[c_probe_neither] If fairly satisfied or Neither satisfied nor dissatisfied probe “What could Great Places do to make you satisfied?”
[c_probe_dissat] If fairly or very dissatisfied probe “Why would you say you are dissatisfied?”
- [LCRA only] [tp04_maint] How satisfied or dissatisfied are you that Great Places provides a home that is well maintained?
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
- Not answered [Interviewer do not read out – only an option if respondent cannot answer/refused to answer]
- [tp05_safe] Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Great Places provides a home that is safe?
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
- Not applicable/don’t know.
- [tp06_listens] How satisfied or dissatisfied are you that Great Places listens to your views and acts upon them?
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
- Not applicable/don’t know
- [tp07_informed] How satisfied or dissatisfied are you that Great Places keeps you informed about things that matter to you?
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
- Not applicable/don’t know
- [tp08_fair] To what extent do you agree or disagree with the following “Great Places treats me fairly and with respect”?
- Strongly agree
- Agree
- Neither agree nor disagree
- Disagree
- Strongly disagree
- Not applicable/don’t know
- [Complaint] Have you made a complaint to Great Places in the last 12 months?
- Yes (Go to Q11)
- No (Go to Q14)
- [tp09_comphand] How satisfied or dissatisfied are you with Great Places approach to complaints handling?
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
- Not answered [Interviewer do not read out – only an option if respondent cannot answer/refused to answer]
- [communal] Do you live in a building with communal areas, either inside or outside, that Great Places is responsible for maintaining?
- Yes (Go to Q15)
- No (Go to Q16)
- Don’t know (Go to Q16)
- [tp10_communal] How satisfied or dissatisfied are you that Great Places keeps these communal areas clean, and well maintained?
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
- Not answered [Interviewer do not read out – only an option if respondent cannot answer/refused to answer]
- [tp11_neighbour] How satisfied or dissatisfied are you that Great Places makes a positive contribution to your neighbourhood?
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
- Not applicable/don’t know
- [tp12_asbo] How satisfied or dissatisfied are you with Great Places approach to handling anti-social behaviour?
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
- Not applicable/don’t know
- [anon] Your answers are currently confidential. It may be useful for your name to be attached to your responses when the results are shared with Great Places. Would this be okay?
- Yes, I agree to my name being attached to my responses (Go to Q18)
- No, I would like to remain anonymous (Go to close)
<for non anonymous customers only>
- [contact] Are you happy for Great Places to contact you in relation to the feedback that you have given during this survey, if they wish to do so?
- Yes
- No
We would like to make you aware that if you would like to make a complaint to Great Places, you can do this in a number of ways. Would you like the details?
- Call Customer Services on 0300 123 1966
- On the website at https://www.greatplaces.org.uk/contact-us/how-to-make-a-complaint/
- On the website via live chat
Finally, would you like our telephone number or that of the Market Research Society to check our credibility or make comments regarding this interview or our website address to read more information about how we process your personal data? (TLF = 01484 599610 and MRS = 0800 975 9596, Website= www.tlfresearch.com).
