Tenant Satisfaction
Welcome to the Tenant Satisfaction Page!
We want to be open about how we’re performing and what you’re telling us about our services.
What are Tenants Satisfaction Measures?
Tenant Satisfaction Measures (TSMs) are a set of standards used to assess how well social housing landlords are performing. They focus on issues that matter most to residents, such as overall satisfaction, repairs and maintenance, building safety, complaints handling, and neighbourhood management.
Landlords collect this information through surveys and performance data and publish the results each year. This helps make sure we provide good quality homes and services, while giving residents a stronger voice and the ability to see and compare how well their landlord is doing.
How we measure your views
We want to understand how you feel about your home and the services we provide. Each year, we carry out a tenant satisfaction survey to hear directly from you.
This page explains how we carried out the survey and shares the latest results.
How we carried out the survey
For 2025/26, we spoke to 1,051 tenants across the borough.
We are 95% confident that the results reflect the views of all tenants (within ±3%).
How we collected responses:
By telephone interviews
Calls were made at different times (including evenings and weekends)
Up to five attempts were made to reach each household
We used this method because it helps us:
Hear from a wider range of residents
Give you the chance to explain your views in more detail
Making sure it was fair
We selected tenants at random, but also made sure the survey reflected the wider tenant population, including:
Age groups
Property types (houses and flats)
Areas of the borough
Ethnicity
This means the results give a fair and balanced picture of tenant views.
An independent research company, Kwest Research, carried out the survey. This helps make sure results are impartial and reliable.
What the results tell us (2025/26)
This year’s results show that many residents are satisfied with their homes and the services we provide, but they also highlight important areas where we need to improve. In particular, residents have told us we need to do better on repairs, communication and how we respond to concerns. We know more needs to be done to meet expectations consistently, and we are using this feedback to focus on making real improvements and putting residents’ voices at the heart of what we do.
Safety and compliance | |
|---|---|
| Gas safety checks | 99.9% completed |
| Fire risk assessments | 100% completed |
| Asbestos checks | 99.0% completed |
Water safety (legionella) checks | 100% completed |
| Lift safety checks | 95.1% completed |
| 76.2% of residents feel their home is safe | |
| Homes and quality |
1.8% of homes do not meet the Decent Homes Standard |
71.7% feel their home is well maintained |
| Repairs |
81.3% of non-emergency repairs completed on time |
98.8% of emergency repairs completed on time |
74.3% satisfied with the repairs service |
74.3% satisfied with repair times |
| Anti-social behaviour (ASB) |
11.4 cases per 1,000 homes |
0.4 hate-related cases per 1,000 homes |
63.7% satisfied with how ASB is handled |
| Complaints |
64.0 stage 1 complaints per 1,000 homes |
17.7 stage 2 complaints per 1,000 homes |
Response times |
64.1% of stage 1 complaints responded to on time |
71.7% of stage 2 complaints responded to on time |
36.0% satisfied with complaints handling |
| Communication and respect |
77.6% feel kept informed |
76.2% feel treated fairly and with respect |
62.3% feel we listen and act on feedback |
Neighbourhood and communal areas |
74.7% satisfied with communal areas |
73.3% feel we contribute positively to the neighbourhood |
Overall satisfaction |
69.0% satisfied with the overall service |
What this means
These results help us:
See what we’re doing well
Understand where we need to improve
Track changes over time
We use your feedback to shape our services and priorities.
How we compare to previous years
Looking at our results over time helps us understand where things are improving and where we still need to do more. This year shows positive progress in areas such as repairs, home quality and residents feeling safe, with satisfaction generally increasing since last year. However, some areas remain challenging, particularly complaints, communication and how we listen and respond to feedback, where results show that improvement is still needed. We are using this information to focus on what matters most to residents and to make sure the changes we are making lead to better services.
Have your say
We’d love to hear your thoughts on these results.
You can use the forum tool below to:
- Ask questions about the survey
- Tell us what matters most to you
- Share your experiences
- Suggest what we should improve
Your feedback helps us make better decisions and improve services for everyone.
You can also find all the information about the results on the official Hounslow Council website at: https://www.hounslow.gov.uk/council-tenants/measure-tenant-satisfaction/2