RSH data indicates increase in social housing tenant satisfaction
By Regulator of Social Housing ·
Tenant Satisfaction Measures (TSM) results released today by the Regulator of Social Housing saw an average increase from 72% last year to 74% for 2025/26 for tenants living in low-cost rental accommodation (LCRA).
Telephone surveys remain the most widely used collection method. Overall satisfaction has increased in every collection method, including by telephone where the proportion of tenants reporting they are satisfied overall has increased from 71% to 73%.
The TSMs are collected from all large social landlords – those with 1,000 homes or more.
They allow tenants to scrutinise their landlord’s performance, give insights to landlords on where they might improve their services, and provide a source of intelligence for regulation.
The 2025/26 data also shows that landlords have reported improvements in their repairs and maintenance services, with 83% of non-emergency repairs completed on time in 2025/26, compared to 77% in 2023/24.
Average (median) satisfaction with the timeliness of repairs has risen from 67% in 2023/24 to 73% in 2025/26, the largest increase across the tenant perception TSMs.
Satisfaction with the maintenance of the home has increased from 71% to 74% over the same period.
The vast majority of homes owned by large landlords, as at 31 March 2026, had required gas (99.7%), fire (98.9%), asbestos (98.7%), water (98.2%) and lift safety checks (98.0%) completed. These have each increased since TSMs began in 2023/24, with asbestos, water and lift safety having the comparatively largest increases.
And 86% of over 319,000 stage one complaints made during 2025/26 were responded to within the Housing Ombudsman’s Complaint Handling Code timescales. This has increased from 73% in the first year of collection (2023/24).
The TSMs also provide landlords with valuable information as to how services might be further improved. Around one in six (16%) of LCRA tenants surveyed are dissatisfied with the overall service from their landlord.
Overall average (landlord median) satisfaction for low-cost home ownership (LCHO) remains lower (50%) than LCRA, showing that landlords have work to do to improve services and satisfaction for shared owners.
Kate Dodsworth, RSH Deputy Chief Executive, said: “The TSM results are based on feedback from almost half a million tenants, providing the most comprehensive view of tenant satisfaction across large social landlords in England.
“The increased level of tenant satisfaction reported by landlords underlines the value of landlords listening to tenants, understanding the issues that matter most to them and using those insights to improve services.
“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.”
ENDS
Notes for editors
- Landlords owning 1,000 homes or more need to submit their results to RSH annually. This is a requirement of RSH’s Transparency, Influence and Accountability standard. RSH’s analysis of the TSM results is based on the returns from these large landlords. Small providers with less than 1,000 homes must also collect the information and make it available to their tenants.
- TSMs are collected and reported by landlords according to detailed requirements set by RSH. This includes, for example, the questions landlords must use in their surveys of tenants. There are 22 TSMs reported in 2025/26. 12 are ‘tenant perception’ questions that landlords must ask tenants. 10 are ‘management information’ questions that landlords complete themselves, relating to repairs, complaints and anti-social behaviour. A new TSM covering electrical safety checks will be reported for the first time covering the 2025/26 reporting year.
- In 2025/26 landlords surveyed almost half a million tenants. This is a rich and important source of feedback about individual landlords and the social housing sector as a whole. The full suite of TSM information is published on RSH’s website.
- TSMs are intended to be interpreted in the round and with other relevant information to inform a view of landlord performance. The published landlord data includes key contextual information including on survey collection method(s) and the profile of each landlord. RSH has also published for each landlord their overall satisfaction by collection method. These are useful for reasonably comparing performance between landlords. The TSMs are one source of regulatory intelligence, and no regulatory judgement is based solely on TSM results.
- As set out in RSH’s regulatory casework review, it is important for landlords to use insights from data to properly understand issues and drive improvements. This TSM publication can help inform how TSMs can be used to understand performance and improve service delivery.
- RSH promotes a viable, efficient and well-governed social housing sector able to deliver more and better social homes. It does this by setting standards and carrying out robust regulation focusing on driving improvement in social landlords, including local authorities, and ensuring that housing associations are well-governed, financially viable and offer value for money. It takes appropriate action if the outcomes of the standards are not being delivered.
- For media enquiries please contact [email protected] or [email protected]. For general enquiries, please contact [email protected].
Originally published by GOV.UK News & Communications