Tenant satisfaction measures report

See council tenant satisfaction data.

If you're a council tenant, you will shortly be contacted on our behalf by a company called In House Research, who are asking for your views on our housing service. They will start contacting people from October 2026, and you'll either get a call from them on 01227 911 015, or an email from canterburycc@survey.tenantsatisfaction.co.uk

Each year we send tenants a survey called Tenant Satisfaction Measures (TSM) this is set by the Regulator of Social Housing. All landlords must ask a specific set of questions.

This helps tenants see how well their landlord is performing and give them the opportunity to hold them to account by looking at the performance of other landlords.

What the TSMs show

Satisfaction measure code Tenant satisfaction measure 2025 result as a percentage (%) 2024/25 Percentage (% change) 2024 result as a percentage (%) 2023/24 Percentage (% change) Percentage (%) average across neighbouring housing authorities
TP01 Overall satisfaction 70.40 -2.20 72.60 1.20 To be confirmed
TP02 Satisfaction with repairs 74.40 -1.30 75.70 1.80 To be confirmed
TP03 Satisfaction with time taken to complete most recent repair 70.80 -2.40 73.20 5.80 To be confirmed
TP04 Satisfaction that the home is well maintained 65.30 -2.70 68 -3.40 To be confirmed
TP05 Satisfaction that the home is safe 67 -5.20 72.20 -2.60 To be confirmed
TP06 Satisfaction that the landlord listens to tenant views and act upon them 51.80 1.70 50.10 3 To be confirmed
TP07 Satisfaction that the landlord keeps tenants informed about the things that matter to them 61.60 -1.50 63.10 -0.60 To be confirmed
TP08 Agreement that the landlord treats tenants fairly and with respect 68.90 -1.30 70.20 0.30 To be confirmed
TP09 Satisfaction with the landlord's approach to handling complaints 23.70 -1.10 24.80 -6.30 To be confirmed
TP10 Satisfaction that the landlord keeps communal areas clean and well maintained 55.90 -4.40 60.30 4 To be confirmed
TP11 Satisfaction that the landlord makes a positive contribution to neighbourhoods 48.70 1.50 47.20 4.20 To be confirmed
TP12 Satisfaction with the landlord's approach to handling anti-social behaviour 46.50 1.50 45 4.90 To be confirmed

Performance information

2025 performance information results

We received a total of 649 responses, you can view full methodology and summary for 2025:

  • Proportion of homes for which all required gas safety checks have been carried out - 98.1%.
  • 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 - 97.3%.
  • Proportion of homes for which all required legionella risk assessments have been carried out - 100%.
  • Proportion of homes for which all required communal passenger lift safety checks have been carried out - 97%.
  • Number of anti-social behaviour cases opened per 1,000 homes - 37.
  • 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 - 14.5%.
  • Maximum target timescale for non-emergency repairs - 20 working days.
  • Maximum target timescale for emergency repairs - 24 hours.
  • Proportion of non-emergency responsive repairs completed within the landlord's target timescale - 91.6%.
  • Proportion of emergency responsive repairs completed within the landlord's target timescale - 100%.
  • Number of stage one complaints received per 1,000 homes - 68.6.
  • Number of stage two complaints received per 1,000 homes - 20.1.
  • Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales - 67%.
  • Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales - 87.3%.

2024 performance information results

We received a total of 588 responses, you can view full methodology and summary for 2024:

  • Proportion of homes for which all required gas safety checks have been carried out - 96.6%.
  • 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 - 15.4.
  • 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 - 33.7.
  • Number of stage two complaints received per 1,000 homes - 8.6.
  • Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales - 52.6%.
  • Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales - 58.8%

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 

If you have any comments or questions about the tenant survey results or would like to give feedback you can email us at getinvolved@canterbury.gov.uk or call us on 01227 862 142.

You can also find out more about the Tenant Satisfaction Measures on GOV.UK.