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What are tenant satisfaction measures?

Tenant Satisfaction Measures (TSMs) are a series of questions designed to let tenants assess how their social housing landlord is doing when it comes to providing good-quality homes and services.

Let’s see what our tenants think of the last year:

Annual Tenant Satisfaction Measures

AND management performance

In addition to the Tenant Satisfaction Measures, we report the 10 management performance measures annually. These are management performance measures for 2024/25:

 Measures  Year End 2024/2025 – Results
Number of stage one complaints relative to the size of the landlord  6.2 (per 1,000 homes)
 Number of stage two complaints relative to the size of the landlord  0
The proportion of stage one complaints responded to within Complaint Handling Code timescales  100%
The proportion of stage two complaints responded to within Complaint Handling Code timescales  0%
Anti-social behaviour cases relative to the size of the landlord  24.7 (per 1,000 homes)
Anti-social behaviour hate cases relative to the size of the landlord  0
 Homes that do not meet the Decent Homes Standard  1.9%
The proportion of non-emergency repairs completed within the target timescale  68.4%
The proportion of emergency repairs completed within the target timescale  95.9%

Annual Tenant Satisfaction Measures Management Information

OUR PERFORMANCE

*As Action Housing does not maintain any lifts, this percentage is
equivalent to “Not-Applicable”

MeasuresYear End 2024/2025 – Percentages
Gas safety checks 100%
Fire safety checks 100%
Asbestos safety checks 100%
Water safety checks 97.7%
Lift safety checks* 0.00%
Action Housing’s Board of Trustees have reviewed the results of the annual Tenant Satisfaction Measures Survey 2024-25 and are satisfied that the organisation continues to provide a good service and good quality homes for our clients. The Trustees and the organisation as a whole are committed to further improving upon these scores by continuing to offer timely and effective solutions to any issues raised throughout the year ahead and striving to offer good, safe, well-maintained accommodation.
Antony De’Ath
Chairman