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 2025/26 according to the five main themes:

  • Overall satisfaction— 51%
  • Keeping properties in good repair — 59%
  • Respectful and helpful engagement — 47%
  • Responsible neighbourhood management — 58%
  • Maintaining building safety — 65%
  • Effective handling of complaints — 22%

Graphic showing performance bars for 11 key metrics for 2025/26

Based on a comparison with other London housing associations and the Regulator "median" (the middle value used to compare performance), there are a number of areas where we recognise that East End Homes needs to do better.

Find out more about our latest TSM results and how we're taking action in those areas where residents have told us we need to improve. 

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 (and exceeded) the required level of accuracy set out by the Regulator of Social Housing. Acuity made sure the survey was accessible by conducting it over the phone or online.

The full Summary of Approach document for this survey, including the questionnaire questions, can be accessed here: Statement of Approach - East End Homes 25.26.pdf [pdf] 396KB

During 2025/26, a total of 498 TSM surveys were completed by tenants. This gave us a good indication of what tenants think of our services across the five estates. We also completed four surveys with shared owners. 

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.