Tenant Satisfaction Measures
Our internal reporting measures on the tenant services we provide.
Measuring our service performance.
The Tenant Satisfaction Measures (TSMs) have been introduced by the Regulator of Social Housing (RSH) in England to evaluate the performance of housing associations in England regarding the provision of high-quality homes and services. As part of this system, landlords will be required to report on a set of tenant satisfaction measures.
At SHA, we are dedicated to providing the best possible housing experience for all our valued residents. We surveyed our customers between 1 July 2024 to 31 March 2025 as part of this Tenant Satisfaction Measures which plays a vital role in enhancing our offerings.
The results for 2024-2025 are shown below. Of the 312 people who responded to the survey, they reported an overall positive satisfaction with our services. Our tenants helped us identify areas for improvement, and SHA will use this invaluable feedback to shape the services we offer and ensure we continue to meet expectations.
Click here to find out more information on our TSM methodology.
Overall satisfaction with the service provided by us
TP01 Overall Satisfaction
Keeping homes in good repair
69.71
TP02 Satisfaction with repairs
70.85
TP03 Satisfaction with time taken to complete most recent repair
70.39
TP04 Satisfaction that the home is well maintained
RP01
Proportion of homes that do not meet the Decent Homes Standard.
0%
RP02 (1)
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale.
97%
RP02 (2)
Proportion of emergency responsive repairs completed within the landlord’s target timescale.
97%
Maintaining building safety
TP05
Satisfaction that the home is safe.
65.3%
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.
N/A
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.
100%
Respectful and helpful engagement
TP06
Satisfaction that the landlord listens to tenant views and acts upon them.
60.3%
TP07
Satisfaction that the landlord keeps tenants informed about things that matter to them.
50.6%
TP08
Agreement that the landlord treats tenants fairly and with respect.
73.6%
Complaints handling and neighbourhood management
TP09
Satisfaction with the landlord’s approach to handling complaints.
62.4%
Responsible neighbourhood management
TP10
Satisfaction that the landlord keeps communal areas clean and well maintained.
69%
TP11
Satisfaction that the landlord makes a positive contribution to neighbourhoods.
58.2%
TP12
Satisfaction with the landlord’s approach to handling anti-social behaviour.
57.4%
