Tenant satisfaction measures 2025/26 - results
We are required by the Regulator of Social Housing to collect and publish Tenant Satisfaction Measures, known as TSMs.
The TSMs help tenants, the Council and the Regulator understand how well housing services are performing. They also help us identify where services are working well and where improvements are needed.
There are two types of Tenant Satisfaction Measures:
- Tenant perception measures - based on responses from tenants to our annual tenant satisfaction survey.
- Management information measures - calculated from housing records and covering areas such as repairs, building safety, complaints and anti-social behaviour.
We have submitted its 2025/26 TSM results to the Regulator of Social Housing. The results are published below so tenants can see how we are performing.
Summary of the 2025/26 results
The 2025/26 results show an overall improvement in tenant satisfaction compared with 2024/25. Satisfaction improved across all 12 tenant perception measures.
Overall satisfaction increased from 58.2% in 2024/25 to 72.3% in 2025/26.
| Area | 2025/26 result |
|---|---|
| Satisfaction that the home is safe | 74.3% |
| Treated fairly and with respect | 74.1% |
| Overall satisfaction with landlord services | 72.3% |
| Satisfaction that the home is well maintained | 70.8% |
| Satisfaction with time taken to complete most recent repair | 69.5% |
| Satisfaction with overall repairs service | 68.6% |
Tenant perception measures
The table below shows the tenant satisfaction survey results and compares them with the previous year.
| Code | Measure | 2025/26 | 2024/25 | Change |
|---|---|---|---|---|
| TP01 | Overall satisfaction with landlord services | 72.3% | 58.2% | +14.1pp |
| TP02 | Satisfaction with overall repairs service | 68.6% | 62.3% | +6.3pp |
| TP03 | Satisfaction with time taken to complete most recent repair | 69.5% | 60.7% | +8.8pp |
| TP04 | Satisfaction that the home is well maintained | 70.8% | 63.8% | +7.5pp |
| TP05 | Satisfaction that the home is safe | 74.3% | 70.0% | +4.3pp |
| TP06 | Satisfaction that the landlord listens and acts | 55.8% | 50.3% | +5.5pp |
| TP07 | Satisfaction that the landlord keeps tenants informed | 64.6% | 59.2% | +5.4pp |
| TP08 | Agreement that the landlord treats tenants fairly and with respect | 74.1% | 71.2% | +2.9pp |
| TP09 | Satisfaction with complaints handling | 33.3% | 26.1% | +7.2pp |
| TP10 | Satisfaction that communal areas are clean and well maintained | 61.1% | 53.7% | +7.4pp |
| TP11 | Satisfaction that the landlord makes a positive contribution to the neighbourhood | 56.4% | 51.8% | +4.6pp |
| TP12 | Satisfaction with approach to anti-social behaviour | 50.6% | 48.4% | +2.2pp |
What has improved?
The 2025/26 results show improvement across all tenant perception measures. The largest improvement was in overall satisfaction, which increased by 14.1 percentage points. Satisfaction with the time taken to complete the most recent repair improved by 8.8 percentage points, while satisfaction that the home is well maintained improved by 7.5 percentage points.
Complaints handling improved by 7.2 percentage points, but it remains the lowest scoring area. This tells us that although progress has been made, further improvement is still required.
Areas where further improvement is needed
Although the results have improved, we know there are still areas where tenants are less satisfied. The main areas for improvement are:
- complaints handling;
- anti-social behaviour case management;
- listening to tenants and acting on their views;
- keeping tenants informed;
- repairs responsiveness and completion times;
- the quality and consistency of communication with tenants.
These areas will continue to be monitored through housing service improvement activity and consumer standards governance arrangements.
Management information measures
The management information measures are calculated from Council records. They cover areas such as repairs, building safety, complaints and anti-social behaviour.
| Code | Measure | 2025/26 | 2024/25 |
|---|---|---|---|
| BS01 | Gas safety checks completed | 99.88% | 100% |
| BS02 | Fire risk assessments completed | 100% | 97.8% |
| BS03 | Asbestos management surveys or re-inspections completed | 100% | 100% |
| BS04 | Legionella risk assessments completed | 100% | 100% |
| BS05 | Communal passenger lift safety checks completed | 100% | 100% |
| RP01 | Homes that do not meet the Decent Homes Standard | 4.1% | 5.5% |
| RP02(1) | Non-emergency repairs completed within target timescale | 81.3% | 80.5% |
| RP02(2) | Emergency repairs completed within target timescale | 92.0% | 95.1% |
| NM01 | Anti-social behaviour cases opened per 1,000 homes | 15.7 | 25.7 |
| NM02 | Anti-social behaviour cases involving hate incidents per 1,000 homes | 0.8 | 3.5 |
| CH01(1) | Stage 1 complaints per 1,000 homes | 56.9 | 24.4 |
| CH01(2) | Stage 2 complaints per 1,000 homes | 13.1 | 3.9 |
| CH02(1) | Stage 1 complaints responded to within target timescale | 96.3% | 65.7% |
| CH02(2) | Stage 2 complaints responded to within target timescale | 42.7% | 18.2% |
Stage 1 complaint response performance improved significantly, from 65.7% to 96.3%. Stage 2 complaint response performance also improved, from 18.2% to 42.7%, but remains an area requiring further improvement.
Emergency repairs completed within target reduced from 95.1% to 92.0%, while non-emergency repairs completed within target improved slightly from 80.5% to 81.3%.
How we compare with other landlords
We benchmarked our results using HouseMark 2025/26 mid-year TSM benchmarking data for all social landlords, including local authorities and housing associations.
Benchmarking helps us understand how Warwick District Council compares with other landlords. The results are grouped into quartiles. Quartile 1 means performance is in the highest-performing 25% of landlords, while Quartile 4 means performance is in the lowest-performing 25%. The median is the middle point of the results, where half of landlords perform above this point and half perform below it.
The benchmarking shows that Warwick District Council has moved into Quartile 3 for overall tenant satisfaction. Some areas, such as building safety compliance and Stage 1 complaint response times, compare more positively. However, several tenant perception measures remain below the median when compared with other landlords.
This means that, although the Council’s results have improved compared with last year, further work is needed to move satisfaction closer to the performance of higher-performing landlords.
Why results may have changed
The improvement in tenant perception measures suggests that work to strengthen customer engagement, communication and service delivery is beginning to be recognised by tenants.
However, some operational pressures continue to affect performance. These include demand for repairs, contractor capacity, complaint volumes, and the need to improve consistency in communication and case management.
For anti-social behaviour, recorded case numbers reduced compared with the previous year. However, we want to ensure that all incidents are captured, recorded and managed consistently.
For complaints, response times have improved, particularly at Stage 1. However, satisfaction with complaint handling remains low. This shows that responding within the required timescales is important, but tenants also need to feel that their complaints are listened to, investigated properly and resolved effectively.
What we are doing next
We are using the TSM results alongside third-party reviews of our progress to help shape service improvement activity across Housing Services. Our key aims include:
- improving repairs responsiveness and completion times;
- continuing work linked to the new repairs contract and the wider Housing Service Improvement Programme;
- strengthening complaint handling and quality assurance;
- improving how complaint actions and recommendations are monitored;
- reviewing anti-social behaviour processes, case management and performance monitoring;
- improving how we communicate with tenants;
- working with tenants to understand which communication methods are most effective;
- continuing to monitor progress through Consumer Standards governance arrangements;
- using benchmarking to understand where we need to improve compared with other landlords.
We will continue to use tenant feedback, complaints, performance information and benchmarking to identify where services need to improve. We will update tenants with actions and achievements via the website and Newsletters.