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 2024/25
  • Making improvements
  • Our TSM approach
What are Tenant Satisfaction Measures?

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 2024/25 perception survey.

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 2024/25 across the Tenant Perception Measures for both low cost rented accommodation (LCRA) and low cost home owners (LCHO) and across the peformance measures that we measure directly.

 

Overall satisfaction

68.3%

TP01

LCRA: Satisfied with the overall service we provide

41.0%

TP01

LCHO: Satisfied with the overall service we provide

Keeping properties in good repair

78.9%

TP02

LCRA: Satisfied with repairs service

76.50%

TP03

LCRA: Satisfied with time taken to complete most recent repair

73.5%

TP04

LCRA: Satisfied your home is well maintained

100%

RP01

LCRA: Homes that meet the Decent Homes Standard

97.8%

RP02 (2)

LCRA: Emergency responsive repairs completed within target timescale

93.7%

RP02 (1)

LCRA: Non-emergency responsive repairs completed within target timescale

Maintaining building safety

73.6%

TP05

LCRA: Satisfied your home is safe

59.9%

TP05

LCHO: Satisfied your home is safe

100%

BS01

Gas safety checks up-to-date

95.2%

BS02

Fire risk assessments up-to-date

92.2%

BS03

Asbestos safety checks up-to-date

98.3%

BS04

Legionella risk assessments up-to-date

96.7%

BS05

Communal passenger lift safety checks up-to-date

Respectful and helpful engagement

59.1%

TP06

LCRA: Satisfied we listen to your views and act on them

65.7%

TP07

LCRA: Satisfied we keep you informed about things that matter to you

74.2%

TP08

LCRA: Agreement we treat customers fairly & with respect

29.9%

TP06

LCHO: Satisfied we listen to your views and act on them

44.3%

TP07

LCHO: Satisfied we keep you informed about things that matter to you

52.4%

TP08

LCHO: Agreement we treat customers fairly & with respect

Effective handling of complaints

30.9%

TP09

LCRA: Satisfied with our approach to handling complaints

42.4

CH01 (1)

LCRA: Number of Stage 1 complaints received per 1,000 homes

8.4

CH01 (2)

LCRA: Number of Stage 2 complaints received per 1,000 homes

74.1%

CHO2 (1)

LCRA: Stage 1 complaints responded to within Complaint Handling Code timescales

60.3%

CHO2 (2)

LCRA: Stage 2 complaints responded to within Complaint Handling Code timescales

17.3%

TP09

LCHO: Satisfied with our approach to handling complaints

32.6

CH01 (1)

LCHO: Number of Stage 1 complaints received per 1,000 homes

8.9

CHO1 (2)

LCHO: Number of Stage 2 complaints received per 1,000 homes

75.0%

CH02 (1)

LCHO: Stage 1 complaints responded to within Complaint Handling Code timescales

41.7%

CH02 (2)

LCHO: Stage 2 complaints responded to within Complaint Handling Code timescales

Responsible neighbourhood management

62.7%

TP10

LCRA: Satisfied we keep communal areas clean and well maintained

54.8%

TP11

LCRA: Satisfied we make a positive contribution to neighbourhoods

51.0%

TP12

LCRA: Satisfied with our handling of anti social behaviour

35.4%

TP10

LCHO: Satisfied we keep communal areas clean and well maintained

29.4%

TP11

LCHO: Satisfied we make a positive contribution to neighbourhoods

23.4%

TP12

LCHO: Satisfied with our handling of anti social behaviour

36.4

NM01 (1)

Number of anti-social behaviour cases opened per 1,000 homes

0

NM01 (2)

Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes

Maylands Children Jumping

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
  • Hightown Heads 421

    Read our summary of approach to find out how we carrried out our 2024/25 customer perception survey and calculated the results

    Summary of approach