Tenant Satisfaction Measures and Performance: 2024/25
In 2023, the Regulator of Social Housing introduced new mandatory Tenant Satisfaction Measures (TSMs) for all social landlords with over 1,000 homes.
These TSMs help to show our tenants how well we're doing in several areas including keeping homes in good repair, dealing with complaints effectively and responsible neighbourhood management.
There are two types of TSMs. For Perception TSMS, tenants are surveyed to help gather this feedback and we must share these results with the Regulator and tenants each year. Performance TSMs are based on factual data such as repair completion times or the number of complaints received.
Take a look at the tables below to see how our latest results compare to those of 12 months ago:
TSMs - Perception
Tenant Satisfaction Measure |
24/25 |
23/24 |
Change |
Overall Satisfaction |
71% |
69% |
+2% |
Satisfaction with repairs |
69% |
68% |
+1% |
Satisfaction with time taken to complete most recent repair |
63% |
65% |
-2% |
Satisfaction that the home is well maintained |
67% |
63% |
+4% |
Satisfaction that the home is safe |
75% |
69% |
+6% |
Satisfaction that the landlord listens to tenant views and acts on them |
60% |
56% |
+4% |
Satisfaction that the landlord keeps tenants informed about things that matter to them |
71% |
65% |
+6% |
Agreement that the landlord treats tenants fairly and with respect |
76% |
72% |
+4% |
Satisfaction with the landlord's approach to handling complaints |
32% |
26% |
+6% |
Satisfaction that the landlord keeps communal areas clean and well-maintained |
71% |
66% |
+5% |
Satisfaction that the landlord makes a positive contribution to neighbourhoods |
66% |
64% |
+2% |
Satisfaction with landlord's approach to handling anti-social behaviour |
59% |
55% |
+4% |
TSMs - Performance
Performance of Southway with the safety of our buildings
Performance Measure |
24/25 |
23/24 |
Change |
Proportion of homes for which all required gas safety checks have been carried out |
100% |
100% |
0 |
Proportion of homes for which all required fire risk assessments have been carried out |
100% |
100% |
0 |
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out |
100% |
100% |
0 |
Proportion of homes for which all required legionella risk assessments have been carried out |
100% |
100% |
0 |
Proportion of homes for which all required communal passenger lift safety checks have been carried out |
100% |
100% |
0 |
Performance of Southway relating to Anti-Social Behaviour
Performance measure |
24/25 |
23/24 |
Change |
Number of Anti-Social Behaviour cases opened per 1,000 homes |
23.05 |
40.24 |
-17.19 |
Number of Anti-Social Behaviour cases that involve hate incidents opened per 1,000 homes |
1.11 |
1.85 |
-0.74 |
Performance of Southway Repairs Service
Performance measure |
24/25 |
23/24 |
Change |
Proportion of homes that do not meet the Decent Homes Standard |
0% |
0% |
0% |
Proportion of non-emergency responsive repairs completed within the landlord's target timescale |
82.7% |
79.6% |
+3.1% |
Proportion of emergency responsive repairs completed within the landlord's target timescale |
97.3% |
95.1% |
+2.2% |
Performance of Southway with complaints
Performance measure |
24/25 |
23/24 |
Change |
Number of stage one complaints received per 1,000 homes |
76.45 |
27.78 |
+48.67 |
Number of stage two complaints recevied per 1,000 homes |
15.26 |
6.4 |
+8.86 |
Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint timescales |
83% |
80% |
+3% |
Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint timescales |
92% |
89% |
+3% |
Please see the links below for a copy of the questionnaire and our approach to the survey for 2024/25. There was no letter sent to tenants.
- Download 2024/25 survey questionnaire
- Download our approach to the 2024/25 survey
- Download 2023/24 survey questionnaire
- Download our apprach to the 2023/24 survey
- Download letter we sent to tenants about the 2023/24 survey