2024/2025 Tenant Satisfaction Measure results
The Regulator of Social Housing (RSH) requires landlords that manage more than 1000 properties to produce an annual report.
This report uses a set of measures called the Tenant Satisfaction Measures (TSMs). It shows how well we're providing good quality homes and services as a landlord.
The report helps improve standards for people in social rented housing by:
- showing you how well we are handling things like repairs, complaints and treating you with respect
- allowing you to hold us to account when we are not performing as we should
- giving the Regulator an insight into which landlords may need to improve
Tenant Satisfaction Measures (TSMs) will show how well we:
- keep your homes in a good state of repair
- ensure your homes are safe
- give you opportunities to have your say, and act on your views
- handle complaints
There are 22 TSMs, including:
- 12 tenant perception measures – measured via our annual tenant perception survey, which took place between December 2024 and March 2025
- 10 general management measures – measured through information in our systems and from repairs contractors
Tenant Perception Survey 2024/2025
Thank you to all those tenants who completed this year’s survey. Your feedback is really important to us. It reflects what we are doing well and what we can improve on.
Summary of Approach 2024/2025
See our Summary of Approach 2024/2025 on how we generated the 12 Tenant Perception Measures.
You can view an example copy of the survey below.
Tenant Perception Survey example (PDF , 609KB)
Survey results
| Reference | Measure Description | Percentage for 2024/2025 |
|---|---|---|
| TP01 | Overall satisfaction | 79.6% |
| TP02 | Satisfaction with repairs | 81.6% |
| TP03 | Satisfaction with time taken to complete most recent repair | 79.6% |
| TP04 | Satisfaction that the home is well maintained | 73.9% |
| TP05 | Satisfaction that the home is safe | 80.0% |
| TP06 | Satisfaction that the landlord listens to tenant views and acts upon them | 67.8% |
| TP07 | Satisfaction that the landlord keeps tenants informed about things that matter to them | 70.8% |
| TP08 | Agreement that the landlord treats tenants fairly and with respect | 81.4% |
| TP09 | Satisfaction with the landlord’s approach to handling complaints | 60.9% |
| TP10 | Satisfaction that the landlord keeps communal areas clean and well maintained | 67.8% |
| TP11 | Satisfaction that the landlord makes a positive contribution to neighbourhoods | 62.8% |
| TP12 | Satisfaction with the landlord’s approach to handling anti-social behaviour | 62.3% |
Management information 2024/2025
| Reference | Measure Description | Percentage for 2024/2025 |
|---|---|---|
| BS01 | Proportion of homes for which all required gas safety checks have been carried out | 100% |
| BS02 | Proportion of homes for which all required fire risk assessments have been carried out | 100% |
| BS03 | Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out | 100% |
| BS04 | Proportion of homes for which all required Legionella risk assessments have been carried out | 88.9% |
| BS05 | Proportion of homes for which all required communal passenger lift safety checks have been carried out | N/A |
| RP01 | Proportion of homes that do not meet Decent Homes Standard | 0% |
| RP02 (1) | Proportion of non-emergency responsive repairs completed within the landlord’s target timescales | 82.0% |
| RP02 (2) | Proportion of emergency responsive repairs completed within the landlord’s target timescales | 90.1% |
| NM01 | Number of anti-social behaviour cases opened per 1,000 homes | 162.8% |
| NM02 | Number of anti-social behaviour cases that involve hate crime incidents opened per 1,000 homes | 4.3% |
| CH01 (1) | Number of stage 1 complaints received per 1,000 homes | 7.0% |
| CH01 (2) | Number of stage 2 complaints received per 1,000 homes | 1.2% |
| CH02 (1) | Proportion of stage 1 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales | 88.9% |
| CH02 (2) | Proportion of stage 2 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales | 66.7% |
BS04 Legionella risk assessments
We only have nine properties that BS04 applies to. We have been unable to access one property to carry out water testing. We will take the necessary action to ensure this is completed.
CH02 (2) stage 2 complaints responded to within the Ombudsman's timescales
There were only three stage 2 complaints logged. One response was outside of the time frame.
What the results tell us
We have seen an improvement in 9 out of the 12 tenant perception measures. This shows that the service improvements we have made in 2024/2025 have been successful. This is particularly evident in tenant’s satisfaction of complaint handling, which was a key focus for us over the last year so this is really positive to see. We will continue to ensure we focus on key areas to improve satisfaction across the other measures.
Tenants’ safety is very important to us, which is why completing 100% of the required safety checks is a priority and we work hard to achieve this. We are pleased that 80% of our customers feel safe in their homes, but we will continue to work hard to improve this further as we want all customers to feel safe in their homes.
Providing good quality homes is also very important to us so it is pleasing to see an improvement in tenant’s satisfaction around their homes being well maintained, backed up by our decent homes compliance being 100% and the results showing a noticeable improvement in response times for emergency and non-emergency repairs
Although our management information shows we have made significant improvements in the number of emergency and non-emergency repairs completed within target timeframes, tenant satisfaction with the overall repairs service has dropped slightly by 2.4%. We continue to work hard with our repair contractors to deliver a good quality service to tenants and make improvements. This will remain a key focus in 2025/26. We will also look to engage with tenants ahead of a new repairs contract being procured in 2025/26 to seek their views to ensure we incorporate this into the specification for the new contract.
We understand the significant impact that anti-social behaviour (ASB) can have on our customers and communities. We are committed to continued partnership working with other Council services, the police and external agencies to tackle and prevent ASB. The results show that tenants feel we have improved our approach to handling ASB and the management information suggests that we have dealt with less cases compared to last year, which supports the positive impact our preventative work is having on our housing estates and highlights the benefits of collaborative working with Police and other agencies to enable us to intervene early and be aware of emerging issues affecting our communities.
There is a noticeable improvement in how satisfied tenants are that we listen and act on their views. We will be looking to improve the way we engage with our tenants and communities further, keeping them informed and seeking their views ensuring we act on these by making improvements and involving tenants in designing services and incentives.
2025/2026 key focus areas
Improve our repair service
We will continue to improve our repairs service by:
- monitoring the performance of our repairs contractors
- ensuring they communicate with tenants when arranging visits
- engaging with tenants to identify what affects their satisfaction with the repairs service
- ensuring these key elements are built into contract performance management
Improve community engagement
We will review and improve our community engagement by:
- focusing officer time on engaging and involving tenants so that their voices are heard, and that they can influence decision making within the Landlord Service
- setting up a Tenant Compact group so tenants can be consulted on key decisions being made around repairs and planned maintenance
- working closely with our Customer and Digital colleagues to continuously redesign services and ensure they are accessible to our tenants and enable tenants to have their views heard easily
Strengthen our complaints handling approach
We will continue to strengthen our complaints handling approach, including antisocial behaviour, by:
- ensuring Officers handling complaints do so in a timely manner and in line with the Complaint Handling Code
- trying to get things right first time when tenants make a service request to avoid the need for complaints to be logged
- focusing resource on improving satisfaction across the tenant perception measures to prevent dissatisfaction, which often leads to complaints
Complaints Handling Code
Social Housing landlords must carry out and publish an annual assessment against the Code to ensure their complaint handling remains in line with its requirements.
Housing Ombudsmans Complaint Handling Code Self Assessment 2024 (PDF, 887KB)
Annual Complaints Performance and Service Improvement Report 2023 (PDF, 179KB)
Response to the Annual Complaints Performance and Service Improvement Report 2023 (PDF, 133KB)
Consumer Standards
The Regulator of Social Housing's new Consumer Standards and inspection programme came into force on 1 April 2024.
The Regulator's consumer standards and regulatory approach aim to deliver a well-governed social housing sector that provides quality homes and services for tenants.
The Regulator will now assess landlords like Westmorland and Furness Council against the new consumer standards and hold us to account by carrying out regular inspections and scrutinising data on tenant satisfaction and repairs.
The four consumer standards are:
- Neighbourhood and Community Standard – Outcomes landlords must deliver in terms of engaging with other agencies (such as the Police and other council departments) so that tenants can live in safe and well-maintained neighbourhoods and feel safe in their homes
- Safety and Quality Standard – Outcomes landlords must deliver about the safety and quality of tenants’ homes
- Tenancy Standard – Outcomes that social landlords must deliver about the fair allocation and letting of homes and how tenancies are managed and ended by landlords
- Transparency, Influence and Accountability Standard – This covers the outcomes landlords must deliver about being open with tenants and treating them with fairness and respect so that tenants can access services, raise complaints, influence decision making and hold their landlord to account.
To help tenants and landlords understand what is expected under the consumer standards and how landlords might deliver the outcomes of the standards, the Regulator has published a Consumer Standards Code of Practice.