Feedback from our customers is important to everyone at Hightown.
Every year we're required to report back to the Regulator of Social Housing on the work we do and what our customers think about it. We're also required to publish that information so that you can see where we're doing well and where we need to improve. The Regulator calls this information Tenant Satisfaction Measures (TSMs).
Here you can find out more about:
- What are Tenant Satisfaction Measures (TSMs)?
- Our TSM results for 2025/26
- Making improvements
- Our TSM approach
The Tenant Satisfaction Measures (TSMs) have been introduced by the Regulator of Social Housing in England to measure how well social landlords are performing on the key areas that matter most to customers.
These measures have been designed to drive up standards and improve the quality of social housing by ensuring housing providers are accountable for the services they deliver.
The TSMs cover two categories: Low Cost Rented Accommodation (LCRA), covering customers who rent, and Low Cost Home Ownership (LCHO), covering shared owners.
The measures focus on the following key themes:
- Keeping properties in good repair
- Maintaining building safety
- Respectful and helpful engagement
- Effective handling of complaints
- Responsible neighbourhood management
There are 22 measures; 12 are perception measures and come directly from customer surveys carried out on our behalf by an independent research company, Acuity. The remaining 10 come from management information we hold about our operational activity.
Thank you to all those customers who took part in our 2025/26 perception survey - your feedback tells us what we're doing well and where we need to improve.
For more information on the Tenant Satisfaction Measures, please visit Tenant Satisfaction Measures – Summary of RSH requirements (accessible) – GOV.UK (www.gov.uk).
The results below show how we performed in 2025/26 across the Tenant Perception Measures for both tenants (low cost rented accommodation or LCRA) and shared owners (low cost home owners or LCHO) and across the peformance measures that we measure directly.
Overall satisfaction
TP01
Tenants: Satisfied with the overall service we provide (up from 68.3%)
TP01
Shared owners: Satisfied with the overall service we provide (up from 41.0%)
Keeping properties in good repair
TP02
Tenants: Satisfied with repairs service (up from 78.9%)
TP03
Tenants: Satisfied with time taken to complete most recent repair (up from 76.5%)
TP04
Tenants: Satisfied your home is well maintained (up from 73.5%)
RP01
Tenants: Homes that meet the Decent Homes Standard (down from 100%)
RP02 (2)
LCRA: Emergency responsive repairs completed within target timescale* (up from 97.8%)
RP02 (1)
Tenants: Non-emergency responsive repairs completed within target timescale* (up from 93.7%)
* Emergency repairs (maximum) target timescale is 24 hours. Non-emergency repairs (maximum) target timescale is 20 days.
Maintaining building safety
TP05
Tenants: Satisfied your home is safe (up from 73.6%)
TP05
Shared owners: Satisfied your home is safe (up from 59.9%)
BS01
Gas safety checks up-to-date (down from 100%)
BS02
Fire risk assessments up-to-date (up from 95.2%)
BS03
Asbestos safety checks up-to-date (up from 92.2%)
BS04
Legionella risk assessments up-to-date (up from 98.3%)
BS05
Communal passenger lift safety checks up-to-date (up from 96.7%)
Respectful and helpful engagement
TP06
Tenants: Satisfied we listen to your views and act on them (up from 59.1%)
TP07
Tenants: Satisfied we keep you informed about things that matter to you (up from 65.7%)
TP08
Tenants: Agree we treat customers fairly & with respect (up from 74.2%)
TP06
Shared owners: Satisfied we listen to your views and act on them (up from 29.9%)
TP07
Shared owners: Satisfied we keep you informed about things that matter to you (up from 44.3%)
TP08
Shared owners: Agree we treat customers fairly & with respect (up from 52.4%)
Effective handling of complaints
TP09
Tenants: Satisfied with our approach to handling complaints (up from 30.9%)
CH01 (1)
Tenants: Number of Stage 1 complaints received per 1,000 homes (42.4)
CH01 (2)
Tenants: Number of Stage 2 complaints received per 1,000 homes (up from 8.4)
CHO2 (1)
Tenants: Stage 1 complaints responded to within Complaint Handling Code timescales* (up from 74.1%)
CHO2 (2)
Tenants: Stage 2 complaints responded to within Complaint Handling Code timescales* (up from 60.3%)
TP09
Shared owners: Satisfied with our approach to handling complaints (up from 17.3%)
CH01 (1)
Shared owners: Number of Stage 1 complaints received per 1,000 homes (up from 32.6)
CHO1 (2)
Shared owners: Number of Stage 2 complaints received per 1,000 homes (up from 8.9)
CH02 (1)
Shared owners: Stage 1 complaints responded to within Complaint Handling Code timescales* (up from 75.0%)
CH02 (2)
Shared owners: Stage 2 complaints responded to within Complaint Handling Code timescales* (up from 41.7%)
*Calculated using standard timescales set out in the Housing Ombudsman Complaint Handling Code.
Responsible neighbourhood management
TP10
Tenants: Satisfied we keep communal areas clean and well maintained (up from 62.7%)
TP11
Tenants: Satisfied we make a positive contribution to neighbourhoods (up from 54.8%)
TP12
Tenants: Satisfied with our handling of anti social behaviour (up from 51.0%)
TP10
Shared owners: Satisfied we keep communal areas clean and well maintained (up from 35.4%)
TP11
LCHO: Satisfied we make a positive contribution to neighbourhoods
TP12
Shared owners: Satisfied with our handling of anti social behaviour (up from 23.4%)
NM01 (1)
Number of anti-social behaviour cases opened per 1,000 homes (down from 36.4)
NM01 (2)
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes (up from 0)
Making improvements
We're always looking at ways we can improve our performance. As well as publishing our Tenant Satisfaction Measures scores, we also have a plan for how we'll improve them based on your feedback.
Read more
