What are Tenant Satisfaction Measures?
Tenant Satisfaction Measures were introduced by the Regulator of Social Housing to help residents understand how well their landlord is performing and to encourage housing providers to improve their services.
They combine feedback from residents with information about our performance in areas such as repairs, building safety, complaints and neighbourhood management. We publish our results each year so residents can see where we're doing well and where we're focusing on improvements.
These results relate to the 2025/26 reporting year.
Tenant Satisfaction Measures are just one of the ways we listen to residents. We also use feedback from our wider resident surveys, resident engagement activities, complaints, compliments and the National Resident Panel to understand what's working well and where we can do better.
Together, this feedback shapes our You Said, We Will improvement programme, which sets out the actions we're taking in response to what residents tell us.
Find out more about our wider performance and our You Said, We Will improvement programme by visiting our Housing Performance page.
Our full Tenant Satisfaction Measures:
Below you'll find all of our Tenant Satisfaction Measures.
Generated from Resident Surveys
| Tenant Perception Measures | Result (%) |
|---|---|
| TP01: Overall satisfaction | 80.1% |
| TP02: Satisfaction with repairs | 76.2% |
| TP03: Satisfaction with time taken to complete most recent repair | 60.8% |
| TP04: Satisfaction that the home is well maintained | 78.4% |
| TP05: Satisfaction that the home is safe | 86.3% |
| TP06: Satisfaction that the landlord listens to tenant views and acts upon them | 60.2% |
| TP07: Satisfaction that the landlord keeps tenants informed about things that matter to them | 65.4% |
| TP08: Agreement that the landlord treats tenants fairly and with respect | 87.4% |
| TP09: Satisfaction with the landlord’s approach to handling complaints | 51.3% |
| TP10: Satisfaction that the landlord keeps communal areas clean and well maintained | 88.8% |
| TP11: Satisfaction that the landlord makes a positive contribution to neighbourhoods | 52.0% |
| TP12: Satisfaction with the landlord’s approach to handling anti-social behaviour | 61.8% |
Generated from Management Information
| Code | Management Information Measure | Value |
|---|---|---|
| CH01 (1) | Number of stage one complaints received per 1,000 homes | 199.7 |
| CH01 (2) | Number of stage two complaints received per 1,000 homes | 50.7 |
| CH02 (1) | Proportion of stage one complaints responded to within the Ombudsman’s Code timescales | 100% |
| CH02 (2) | Proportion of stage two complaints responded to within the Ombudsman’s Code timescales | 100% |
| NM01 (1) | Number of anti-social behaviour cases, opened per 1,000 homes | 23.9 |
| NM01 (2) | Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes | 0 |
| RP01 | Proportion of homes that do not meet the Decent Homes Standard | 0.1% |
| RP02 (1) | Proportion of non-emergency responsive repairs completed within the landlord’s target timescale | 88.9% |
| Timescales | Maximum target timescale for non-emergency repairs used to calculate RP02 (pt1) | 20 days |
| RP02 (2) | Proportion of emergency responsive repairs completed within the landlord’s target timescale | 77% |
| Timescales | Maximum target timescale for emergency repairs used to calculate RP02 (pt2) | 24 hours |
| BS01 | Proportion of homes for which all required gas safety checks have been carried out. | 100% |
| BS02 | Proportion of homes for which all required fire risk assessments have been carried out | 100% |
| BS03 | Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out | 100% |
| BS04 | Proportion of homes for which all required legionella risk assessments have been carried out | 100% |
| BS05 | Proportion of homes for which all required communal passenger lift safety checks have been carried out | 93.1% |
Survey Methodology
Our 2025/26 Tenant Satisfaction Measures were collected through a postal census survey of our social housing tenants. All eligible households were invited to take part.
- Survey period: Dec 2025 - Jan 2026
- Survey method: postal questionnaire
- Survey approach: census survey (all eligible social housing households were invited to participate)
- Responses received: 282
- Response rate: 40.8%
- Weighting: no weighting was applied
- Incentives: residents who returned a completed questionnaire could choose to enter a prize draw to win a £50 shopping voucher. Participation in the prize draw was optional, and only residents who wished to enter were asked to provide their contact details.
- Survey administration: the survey was managed by Abbeyfield Living Society. Completed questionnaires were returned directly to Abbeyfield Living Society and the results were recorded and validated before submission to the Regulator of Social Housing.
Full survey methodology
You can download our full Summary of Approach to Collecting Tenant Perception Measures, which explains how the survey was carried out, how the sample was assessed and how the results were reported from here.
You can download a copy of the questionnaire we used from here
The survey was carried out in accordance with the Regulator of Social Housing's Tenant Satisfaction Measures requirements.
Keeping this page up to date
This page will next be updated following publication of our 2026/27 Tenant Satisfaction Measures.
If you would like to give feedback at any time, you can:
- Speak to a member of staff in your home
- Raise it at a resident meeting
- Email: feedback@abbeyfield.com
Other useful information for housing residents
Find helpful information about your home and the services we provide – including repairs, safety, support, and paying your rent or charges.
We are always keen to hear from you. Find out how to give feedback or raise a concern.
Find out how we're doing on customer satisfaction.
Access important documents and policies that explain how things work at Abbeyfield – from how we deal to complaints to how we manage health and safety.
Find out more about all the latest news, events and stories from across Abbeyfield Living Society.
Consumer Standards ensure social housing tenants are safe, well-housed, treated fairly, and involved in how their homes are run.
Essential contact details for our teams for repairs, account enquiries, resident engagement, and feedback. Includes out-of-hours support and emergencies.
There's lots of ways for you to get involved and have your voice in our how we deliver our services.
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