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Tenant satisfaction measures report
See council tenant satisfaction data.
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 - 99%.
- 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 - 95%.
- 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 - 16%.
- 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.
Document
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.