Tenant Satisfaction Measures (TSMs)were introduced by the Regulator of Social Housing to help you see how well you landlord is performing, and to hold us as a landlord to account.
We ask for your feedback every year through a tenant survey. This includes questions on important areas like repairs, safety, communication and how well we listen to you.
What the TSMs show
We've published a summary of how we have performed over the last two years, and how we compare against four neighbouring housing authorities. This data will include averages from Folkestone and Hythe, Thanet, Dover and Ashford councils. We're waiting on data from Thanet to get the averages.
| Satisfaction measure code | Tenant satisfaction measure | 2024 result as a percentage (%) | 2023 result as a percentage (%) | Percentage (% change) | Percentage (%) average across neighbouring housing authorities |
|---|---|---|---|---|---|
| TP01 | Overall satisfaction | 72.60 | 71.40 | 1.20 | To be confirmed |
| TP02 | Satisfaction with repairs | 75.70 | 73.90 | 1.80 | To be confirmed |
| TP03 | Satisfaction with time taken to complete most recent repair | 73.20 | 67.40 | 5.80 | To be confirmed |
| TP04 | Satisfaction that the home is well maintained | 68 | 71.40 | -3.40 | To be confirmed |
| TP05 | Satisfaction that the home is safe | 72.20 | 74.80 | -2.60 | To be confirmed |
| TP06 | Satisfaction that the landlord listens to tenant views and act upon them | 50.10 | 47.10 | 3.00 | To be confirmed |
| TP07 | Satisfaction that the landlord keeps tenants informed about the things that matter to them | 63.10 | 63.70 | -0.60 | To be confirmed |
| TP08 | Agreement that the landlord treats tenants fairly and with respect | 70.20 | 69.90 | 0.30 | To be confirmed |
| TP09 | Satisfaction with the landlord's approach to handling complaints | 24.80 | 31.10 | -6.30 | To be confirmed |
| TP10 | Satisfaction that the landlord keeps communal areas clean and well maintained | 60.30 | 56.30 | 4.00 | To be confirmed |
| TP11 | Satisfaction that the landlord makes a positive contribution to neighbourhoods | 47.20 | 43.00 | 4.20 | To be confirmed |
| TP12 | Satisfaction with the landlord's approach to handling anti-social behaviour | 45 | 40.10 | 4.90 | To be confirmed |
Performance information
These figures are for 2024 to 2025.
- Proportion of homes for which all required gas safety checks have been carried out - 97.8%.
- Proportion of homes for which all required fire risk assessments have been carried out - 100%.
- Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out - 100%.
- Proportion of homes for which all required legionella risk assessments have been carried out - 69.5%.
- Proportion of homes for which all required communal passenger lift safety checks have been carried out - 100%.
- Number of anti-social behaviour cases opened per 1,000 homes - 15.7.
- Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes - 0.
- Proportion of homes that do not meet the Decent Homes Standard - data not available.
- Proportion of non-emergency responsive repairs completed within the landlord's target timescale - 84.2%.
- Proportion of emergency responsive repairs completed within the landlord's target timescale - 100%.
- Number of stage one complaints received per 1,000 homes - 34.3.
- Number of stage two complaints received per 1,000 homes - 8.7.
- Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales - 52%.
- Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales - 56.8%.
Summary of survey responses
We had a total of 588 responses, equal to a response rate of 11.9%.
Based on the total number of current tenants and the number of survey responses we had, the results of the survey are statistically valid to a margin of error of +/-3.9% at the 95% confidence interval.
When the survey took place and how we collected responses
The survey was posted out in July 2024 and closed in September 2024 - a total of 10 weeks.
We posted the survey to all 4,932 council tenants, along with a freepost envelope. They could also complete it online using a URL or QR code.
Each survey included a unique reference number so we could confirm the responses were from current tenants.
Who responded and how representative it is
For 2023 to 2024, about 65% of people were from general needs properties, and 34.6% were from independent living schemes - including sheltered and sheltered-plus housing.
This closely matches our housing stock profile, which is roughly 82% general needs and 17% independent living. The breakdown for 2024 to 2025 responses will be published here when they're available.
How we use this data to improve our tenant services
Your feedback helps us:
- measure performance against national standards,
- understand what's working and what needs to improve, and
- shape future service plans and priorities.
Focus area: complaints handling
We know that satisfaction with how we handle complaints (TP09) is lower than it should be.
This is closely linked with our formal complaints performance. In response, we've introduced a Complaints Service Improvement Plan to tackle the reasons why and deliver better outcomes for tenants.
Tenant Satisfaction Action Plan
We've also identified important actions to improve how we deliver your housing services. We'll publish these and our progress in an action plan soon.
Give feedback on the TSM results
To have your say on these results or help us shape your housing services in the future, email us at getinvolved@canterbury.gov.uk or call us on 07597 528 428 (Monday to Friday, 9am to 5pm).