The Tenant Satisfaction Measures, or TSMs, are 12 satisfaction perception measures and 10 performance measures, introduced as part of the Social Housing (Regulation) Act 2023 to collect social housing tenants’ views and help them assess the performance of their registered provider.
The Regulator’s website provides more information on the TSMs and explains how the data is being gathered and the requirements we have met to produce these figures. The Regulator will soon outline how you can compare performance between landlords.
Our surveyor
Our independent surveyor, TPTracker, spoke to tenants from May 2025 to March 2026 and completed surveys across our tenant base to gauge satisfaction, following the requirements of the Regulator of Social Housing. TPTracker also conduct our monthly satisfaction surveys, and have great insight into our tenants and how Red Kite works. Our independent surveyor works with a number of other registered providers on their TSMs, and provided support in collecting, generating, and validating our reported perception measures.
Surveying method
TPTracker spoke to 544 tenants over the phone within the year. Previously, we trialled several methods of surveying in pilot surveys, ultimately choosing phone calls for our official submissions. Housemark, the leading housing and data insight company, report the majority of landlords conduct surveys via phone, referring to this as the “middle ground” between in-person and online methods. This method was confirmed as most common in the final report published by the Regulator.
We collected our responses using a phased approach, completing 136 surveys on a quarterly basis. This has allowed us to learn from the feedback provided and address areas of poor performance. This was a random sample of all eligible tenants, with none excluded, split proportionally across our tenure types, a sample approach which meant that no weighting of the results was necessary when calculating the final figures. No incentives were offered to encourage completion of surveys.
| Reference | Measure | 2025/26 performance |
|---|---|---|
| Tenant perception | ||
| TP01 | Proportion of respondents who report that they are satisfied with the overall service from their landlord. | 83.8% |
| 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. | 75.7% |
| 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. | 74.9% |
| TP04 | Proportion of respondents who report that they are satisfied that their home is well maintained. | 81.8% |
| TP05 | Proportion of respondents who report that they are satisfied that their home is safe. | 86.8% |
| TP06 | Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. | 72.1% |
| TP07 | Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. | 75.2% |
| TP08 | Proportion of respondents who report that they agree their landlord treats them fairly and with respect. | 89.4% |
| 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. | 38.3% |
| TP10 | Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. | 78.3% |
| TP11 | Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. | 84.1% |
| TP12 | Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour. | 62.1% |
| Building safety | ||
| BS01 | Proportion of homes for which all required gas safety checks have been carried out. | 99.8% |
| BS02 | Proportion of homes for which all required fire risk assessments have been carried out. | 100.00% |
| BS03 | Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. | 100.00% |
| BS04 | Proportion of homes for which all required legionella risk assessments have been carried out. | 100.00% |
| BS05 | Proportion of homes for which all required communal passenger lift safety checks have been carried out. | 100.00% |
| Antisocial behaviour | ||
| NM01 (1) | Number of antisocial behaviour cases opened per 1,000 homes. | 46.3 |
| NM01 (2) | Number of antisocial behaviour cases that involve hate incidents opened per 1,000 homes. | 1.2 |
| Decent Homes Standard and repairs | ||
| RP01 | Proportion of homes that do not meet the Decent Homes Standard. | 0.4% |
| RP02 (1) | Proportion of non-emergency responsive repairs completed within the landlord’s target timescale. | 77.2% |
| RP02 (2) | Proportion of emergency responsive repairs completed within the landlord’s target timescale. | 92.4% |
| Complaints | ||
| CH01 (1) | Number of stage one complaints received per 1,000 homes. | 95.4 |
| CH01 (2) | Number of stage two complaints received per 1,000 homes. | 22.5 |
| CH02 (1) | Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 88.3% |
| CH02 (2) | Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 81.9% |
Sample
The Regulator outlines the appropriate sample size for surveys to be completed, as outlined in the table below. Using a 95% confidence level and a 4% margin of error, we completed 544 surveys in 5,647 homes.
| Population | Margin of error at 95% confidence level | Indicative achieved sample size |
|---|---|---|
| 100 | ±5% | 80 |
| 250 | ±5% | 152 |
| 500 | ±5% | 218 |
| 750 | ±5% | 255 |
| 1,000 | ±5% | 278 |
| 1,500 | ±5% | 306 |
| 2,000 | ±5% | 323 |
| 2,500 | ±4% | 485 |
| 3,000 | ±4% | 501 |
| 4,000 | ±4% | 522 |
| 5,000 | ±4% | 536 |
| 7,500 | ±4% | 556 |
We selected a random sample of all eligible tenants, with none excluded, split proportionally across our tenure types and key characteristics such as gender, age, ethnicity and vulnerability. Due to the sample achieved, detailed below, there were no significant areas of under-representation, meaning we did not need to weigh the responses received.
Following the calculation of our satisfaction and performance measures, we also undertook a validation process with an external, qualified third-party partner, Menzies. This provides further assurance that the measures we have submitted are accurate and meet the requirements outlined in the Technical Requirements.
Performance Measure Calculation
Repairs
When repairs are reported, we assign one of several repair priorities which determines the target time to complete works. These are detailed below. When calculating the percentage of repairs completed within target, we calculated using the specified priority timescale for each repair, as per the TSM Technical Guidance.
| Non-emergency repairs | Emergency repairs | ||
|---|---|---|---|
| Priority | Target time (days) | Priority | Target time (hours) |
| Routine | 20 | 8 | 8 |
| Urgent | 5 | 24 | 24 |
| Recall | 3 | Out of Hours | 24 |
| Emergency | 24 | ||
Complaint handling
As per the Housing Ombudsman’s complaint handling code, we operate a two-stage complaint handling process. When assessing if complaints are responded to within target, our timescales align with the Complaint Handling Code: 10 working days for a Stage 1 complaint and 20 working days for a Stage 2 complaint. Where required, we are also able to agree an extension of 10 working days for Stage 1 complaints and 20 working days for Stage 2 complaints.
Our survey sample
Our sample was split proportionally between our tenure types, with our sample representing the proportion of our homes. The below table outlines the split of tenants surveyed across each of our eligible tenure types, showing the number of responses from each tenure type is comparable to the proportion of homes.
| Tenure type | Count of homes | Percentage of all homes | Count of tenants surveyed | Percentage of all surveys | Difference between all tenants and surveyed tenants |
|---|---|---|---|---|---|
| General Needs | 3,754 | 66.48% | 359 | 65.99% | -0.49% |
| Sheltered Housing | 1,435 | 25.41% | 136 | 25.00% | -0.41% |
| AP-Non Sheltered | 258 | 4.57% | 28 | 5.15% | +0.58% |
| Affordable Rent | 170 | 3.01% | 21 | 3.86% | +0.85% |
| Temporary Accommodation | 30 | 0.53% | 0 | 0.00% | -0.53% |
Below is a summary of tenants surveyed compared to our wider tenant base by key characteristics. The wider tenant sample is reflective of the lead, joint and occupants.
| Age bracket | Main and Joint Tenant | Tenants surveyed | Variance | ||
|---|---|---|---|---|---|
| Count | Percentage | Count | Percentage | ||
| 18–19 | 2 | 0.03 | 0 | 0.00% | -0.03% |
| 20–29 | 182 | 2.76 | 12 | 2.21 | -0.55% |
| 30–39 | 595 | 9.01 | 51 | 9.38 | +0.36% |
| 40–49 | 1,022 | 15.48 | 74 | 13.60 | -1.88% |
| 50–59 | 1,127 | 17.07 | 94 | 17.28 | +0.21% |
| 60–69 | 1,565 | 23.71 | 126 | 23.16 | -0.55% |
| 70–79 | 1,299 | 19.68 | 117 | 21.51 | +1.83% |
| 80–89 | 642 | 9.73 | 57 | 10.48 | +0.75% |
| 90–99 | 132 | 2.00 | 12 | 2.21 | +0.21% |
| 100+ | 12 | 0.18 | 1 | 0.18 | 0.00% |
| Unknown | 23 | 0.35 | 0 | 0.00 | -0.35% |
| Gender | Main and Joint Tenant | Tenants surveyed | Variance | ||
|---|---|---|---|---|---|
| Count | Percentage | Count | Percentage | ||
| Female | 3,974 | 60.20 | 332 | 61.03 | +0.83% |
| Male | 2,627 | 39.80 | 212 | 38.97 | -0.83% |
| Vulnerability flag | Main and Joint Tenant | Tenants surveyed | Variance | ||
|---|---|---|---|---|---|
| Count | Percentage | Count | Percentage | ||
| Yes | 1,782 | 27.00 | 156 | 28.68 | +1.68% |
| No | 4,819 | 73.00 | 388 | 71.32 | -1.68% |
| Ethnicity | Main and Joint Tenant | Tenants surveyed | Variance | ||
|---|---|---|---|---|---|
| Count | Percentage | Count | Percentage | ||
| Asian | 490 | 7.42 | 41 | 7.54 | +0.11% |
| Black | 411 | 6.23 | 33 | 6.07 | -0.16% |
| Mixed | 109 | 1.65 | 5 | 0.92 | -0.73% |
| White | 3,734 | 56.57 | 307 | 56.43 | -0.13% |
| Unknown | 1,857 | 28.13 | 158 | 29.04 | +0.91% |