Improved Tenant Satisfaction in Social Housing
The latest results from the Tenant Satisfaction Measures (TSM) released by the Regulator of Social Housing reveal a positive trend in tenant satisfaction among individuals residing in low-cost rental accommodation. The figures indicate an increase from 72% in the previous year to 74% for the 2025/26 period, suggesting an upward trajectory in tenant contentment.
Telephone surveys continue to dominate as the primary method for gathering these insights. Notably, the overall satisfaction rate among tenants surveyed by phone has risen from 71% to 73%, reflecting a consistent improvement across all data collection methods employed.
Insights and Accountability for Landlords
The TSMs are mandated for all large social landlords, defined as those managing 1,000 homes or more. This initiative not only allows tenants to assess their landlord’s performance but also provides landlords with critical feedback on areas needing enhancement. Furthermore, the data serves as a valuable resource for regulatory oversight.
The latest figures indicate that housing providers have made significant strides in their repairs and maintenance services, with 83% of non-emergency repairs completed within the stipulated time frame for 2025/26, an increase from 77% in 2023/24. Correspondingly, the average satisfaction regarding the promptness of repairs has risen from 67% to 73%, marking the most substantial improvement in tenant perceptions.
Enhanced Home Maintenance Standards
Satisfaction with the overall maintenance of homes has also seen a boost, climbing from 71% to 74% during the same period. As of 31 March 2026, nearly all homes owned by large landlords had undergone necessary safety checks, including gas (99.7%), fire (98.9%), asbestos (98.7%), water (98.2%), and lift safety checks (98.0%). Each of these figures has improved since the inception of the TSMs in 2023/24, with the most significant gains noted in asbestos, water, and lift safety compliance.
In addition, 86% of over 319,000 stage one complaints lodged throughout 2025/26 were addressed within the timelines set by the Housing Ombudsman’s Complaint Handling Code. This represents a commendable increase from 73% during the inaugural year of data collection in 2023/24.
Room for Improvement in Shared Ownership Services
Despite the progress reported, the TSMs highlight that approximately one in six tenants (16%) in low-cost rental accommodation expressed dissatisfaction with the overall service provided by their landlord. Comparatively, satisfaction rates for low-cost home ownership remain lower at 50%, signalling a need for landlords to enhance their services and improve the experience for shared owners.
Kate Dodsworth, Deputy Chief Executive of the Regulator of Social Housing, stated that the TSM results, derived from feedback from nearly half a million tenants, offer an invaluable overview of tenant satisfaction across large social landlords in England.
Commitment to Continuous Improvement
Dodsworth emphasised the importance of landlords heeding tenant feedback to better understand their needs and concerns, thereby facilitating tangible improvements in service delivery. She noted, “Tenant feedback is one of the most important tools landlords have for assessing performance. The challenge now is to continue turning that insight into tangible improvements for residents.”
The TSMs represent a comprehensive resource for both landlords and regulators, fostering an environment of transparency and accountability aimed at enhancing the quality of social housing in England.