Tenant Satisfaction Measures Performance 2024/25

In 2023, the Regulator of Social Housing introduced new mandatory tenant satisfaction measures for all social landlords with more than 1,000 homes. These measures help you see how well we’re doing in key areas like keeping your home in good repair, handling complaints, and managing your neighbourhood responsibly.

There are two types of tenant satisfaction measures:

Perception: We ask tenants like you to share feedback through surveys. We then share these results with the Regulator and with you every year.

Performance: These are based on actual data, such as how quickly repairs are completed or the number of complaints we receive.

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Overall satisfaction measures

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Our quarterly performance

Keeping properties in good repair

What our tenants have said What Southway has reported

  • Satisfaction Repairs

    69%

    Satisfaction with repairs

  • Satisfaction Time Taken

    63%

    Satisfaction with time taken to complete most recent repair

  • Satisfaction Home Maintained

    67%

    Satisfaction the home is well maintained

  • Do Not Decent Homes Standard

    0%

    Proportion of homes that do not meet the Decent Homes Standard

  • Non Emergency Repairs

    82.7%

    Proportion of non-emergency responsive repairs completed within the landlord's target timescale

  • Emergenct Repairs

    97.3%

    Proportion of emergency responsive repairs completed within the landlord's target timescale

Maintaining building safety

  • 75% Satisfaction The Home Is Safe

    75%

    Satisfaction the home is safe

  • 60% Satisfaction The Landlord Listens To Tenants’ Views And Acts On Them

    60%

    Satisfaction the landlord listens to tenants’ views and acts on them

  • 71% Satisfaction The Landlord Keeps Tenants Informed About The Things That Matter To Them

    71%

    Satisfaction the landlord keeps tenants informed about the things that matter to them

Effective handling of complaints

  • 76% Agreement That The Landlord Treats Tenants Fairly And With Respect 08

    76%

    Agreement that the landlord treats tenants fairly and with respect

  • 32% Satisfaction With The Landlord’S Approach To Handling Complaints 09

    32%

    Satisfaction with the landlord’s approach to handling complaints

  • 71% Satisfaction That The Landlord Keeps Communal Areas Clean And Well Maintained 10

    71%

    Satisfaction that the landlord keeps communal areas clean and well maintained

Responsible neighbourhood management

  • 66% Satisfaction The Landlord Makes A Positive Contribution To Neighbourhoods 08

    66%

    Satisfaction the landlord makes a positive contribution to neighbourhoods

  • 59% Satisfaction With Landlord'S Approach To Handling Anti Social Behaviour 09

    59%

    Satisfaction with landlords approach to handling anti-social behaviour

TSM Annual Performance

Yearly statistics

See how our latest results compare with 2023/24 performance.

View