How our tenants think we're doing
Find out about Tenant Satisfaction Measures (TSMs) that tell us how residents whose homes or buildings we manage rate our performance and how well we are doing based on yearly survey results.
Tenant satisfaction measures
Tenant satisfaction measures (TSMs) help show how well social housing landlords are doing at providing good quality homes and services. They help tenants hold their landlords to account and we must show the results of our surveys.
There are two types of TSMs.
Tenant perception measures (TPMs)
Tenant perception measures survey 2024/2025
The 2024/2025 survey was the latest in a yearly survey we carry out as part of regulations.
| What we asked our tenants about | Percentage of satisfied responses from our tenants in 2023/2024 | Percentage of satisfied responses from our tenants in 2024/2025 | London median (middle of all London results) |
|---|---|---|---|
| Overall satisfaction (TP01) | 64.3% | 66% | 60% |
| Repairs (TP02) | 65.7% | 70% | 63% |
| Time taken to complete most recent repair (TP03) | 63.5% | 68% | 61% |
| Home is well maintained (TP04) | 66% | 68% | 61% |
| Home is safe (TP05) | 69.4% | 71% | 67% |
| Landlord listens to views and acts upon them (TP06) | 56.7% | 59% | 51% |
| Landlord keeps tenants informed about things that matter (TP07) | 71.7% | 72% | 66% |
| Agreement that landlord treats tenants fairly and with respect (TP08) | 75.5% | 75% | 70% |
| Landlord's approach to complaints (TP09) | 25.6% | 25% | 26% |
| Landlord keeps communal areas clean and well-maintained (TP10) | 64.3% | 67% | 63% |
| Landlord makes a positive contribution to neighbourhood (TP11) | 69.9% | 71% | 62% |
| Landlord's approach to handling anti-social behaviour (TP12) | 59.5% | 61% | 58% |
Howe we collect and report results of the tenant perceptions survey 2024/2025
Islington Council has 25,184 low-cost rental accommodation (LCRA) households. We have to to collect a minimum of 2,235 responses each year to provide data with high accuracy and confidence in results. At the end of the survey, we had completed 2,513 interviews. This is more than the minimum requirement set by the Regulator.
We conducted a survey over a four-month period from August to November 2024. The survey was by phone as this is a cost effective and efficient way of contacting households. It also made it easy to track how representative the sample size was of our residents.
We contracted Kwest to make the calls, with up to five attempts to get a survey response with each low-cost rental accommodation (LCRA) household.
To find out more about how we gathered the data for the survey, read the Tenant Perception Measure Methodology 2024/25 and Tenant Perception Questionnaire 2024/25. You can find earlier methodologies and questionnaires under 'useful documents' on this page.
Management information measures
There are ten management information measures (MIs) across four areas. They are collected in landlord and management data.
Management information measures report 2024-25
This report covers the 1 April 2024 to 31 March 2025.
| Reference number | Description of standard | Percentage or number for 2023/2024 |
|---|---|---|
| RP01 | Homes that do not meet the Decent Homes Standard | 3.2% |
| RP02 | Non-emergency repairs completed within target timescale | 70.6% |
| RP02 | Emergency repairs completed within target timescale | 92.1% |
| BS01 | Gas safety checks completed | 99.7% |
| BS02 | Fire safety checks completed | 98.8% |
| BS03 | Asbestos safety checks completed | 99.7% |
| BS04 | Water safety checks completed | 100% |
| BS05 | Lift safety checks completed | 82.6% |
| CH01 | Number of Stage 1 complaints relative to the size of the landlord (number of complaints per 1,000 properties) | 70.5 |
| CH01 | Number of Stage 2 complaints relative to the size of the landlord (number of complaints per 1,000 properties) | 19.1 |
| CH02 | Stage 1 complaints responded to within Complaint Handling Code timescales | 74.8% |
| CH02 | Stage 2 complaints responded to within Complaint Handling Code timescales | 96.7% |
| NM01 | Anti-social behaviour cases relative to the size of the landlord (number of cases per 1,000 properties) | 12.3 |
| NM01 | Anti-social behaviour cases that involve hate incidents, relative to the size of the landlord (number of cases with hate incidents per 1,000 properties) | 0.2 |
How we collect and report on our Tenant Satisfaction Measures
Since the publication of the TSMs in September 2022, we have created plans and procedures to make sure we are submitting accurate and quality-assured data to the Social Housing Regulator.
We have worked with our service leads over the last 18 months to refine our collection and reporting processes with quarterly reporting and comparing our performance with other London authorities.
This has meant we have found potential issues early and taken action to solve them before we submitted our results in June 2024. As of March 2023, when we entered the official reporting period, we have been reporting all management indicators every quarter, and some monthly for internal scrutiny.
