Tenant Satisfaction Measures

The Regulator of Social Housing has created a set of measures for all social housing landlords to report on each year. These Tenant Satisfaction Measures (TSMs) help us to understand how well we’re providing quality homes and services and where there’s room for improvement. The TSMs include:

  • 12 resident satisfaction measures based on feedback from tenants
  • 10 performance measures based on management information that we hold

Here are the headline figures for 2024/25 according to the five main themes:

  • Overall satisfaction— 58%
  • Keeping properties in good repair — 59.75%
  • Respectful and helpful engagement 56.5%
  • Responsible neighbourhood management — 64%
  • Maintaining building safety — 69%
  • Effective handling of complaints — 35%

Grid of highlighted performance for 2024/25

Based on a comparison with other London housing associations and the Regulator "median" (the middle value used to compare performance), East End Homes is doing well. This is especially so in relation to:

  • The provision of a safe home (69%)
  • Treating residents fairly and with respect (69%)
  • Keeping residents informed (69%)
  • Neighbourhood contribution (67%)
  • The upkeep of communal areas (65%)

But we know we need to do better, especially when it comes to the following: 

  • Provide value for money through service charges (54%)
  • How we listen to your views and act on them (53%)
  • Time taken to complete repairs (52%)
  • Complaint handling (35%)

While the TSMs are for social housing tenants only, we also surveyed leaseholders and those in low cost home ownership. 

Find out more about our latest TSM results and find out how we're taking action in those areas where residents have told us we need to do more. We've also include information from the ten performance measures based on the information that we hold. 

You can view the results for all landlords nationwide on the gov.uk website. 

  1. The Resident Voice
  2. Repairs Service
  3. Neighbourhoods
  4. Building Safety
  5. Complaint Handling

How we did the survey

We commissioned an organisation called Acuity Research and Practice to undertake an independent satisfaction survey using the TSMs with a representative sample of tenants according to age, gender, ethnicity, and location. The sample size was chosen to ensure that we met the level of accuracy set out by the Regulator of Social Housing. Acuity made sure the survey was accessible by conducting it over the phone.

During 2024/25, we received 495 TSM surveys from tenants. This gave us a good indication of what tenants think of our services across the five estates.

We also surveyed leaseholders and received 116 responses. Although this is lower than the proportion required to be representative, we have taken these views into account when considering how best to improve services for all residents. 

Listening to the resident voice: What we've learned and how we're improving

Involving residents in how we work and listening to their views are central to how we operate as a locally based and community-led housing association. We've analysed the results of the TSM survey alongside the other ways we make sure that we're listening to and acting on the resident voice. 

See under the five main themes for examples of learning and listening.