Tenant Satisfaction Measures (TSMs)
We’re dedicated to delivering quality homes and services that truly make a difference. The Tenant Satisfaction Measures (TSMs), set by the Regulator of Social Housing, help us understand how well we’re meeting your needs and where we can do better.
There are 22 TSMs in total. Twelve are based on your feedback from our customer surveys, while ten are drawn from the service records we hold. These measures help us keep raising standards, ensuring we’re open and accountable for the homes and services we provide.
What do the TSMs focus on?
- Keeping our homes in good repair
- Maintaining building safety
- Respectful and helpful engagement
- Effective handling of complaints
- Responsible neighbourhood management
What do our results tell us?
We’ve been keeping track of similar performance measures for several years, helping us understand what matters most to our customers and guiding our improvement plans. Now that TSMs are a regulatory requirement for all social landlords, we’ll be able to compare our performance with others across the sector.
As we move into the second year of TSMs, we’ll also share more about how our performance is changing over time. You can find our latest results here, along with a summary of our key improvement priorities.
As we move into the second year of TSMs, we’ll also share more about how our performance is changing over time. You can find our latest results here, along with a summary of our key improvement priorities.
Our ongoing survey
We run an ongoing perception survey every month to understand what you think about the services we deliver. This survey includes questions on the Tenant Satisfaction Measures, as well as some extra topics we believe are important.
Even before TSMs were introduced, we regularly asked for your feedback to help us improve. The first year of formal TSMs data collection began on 1st April 2023, and our latest published results cover the full year from April 2023 to March 2024.
We use a system called CX Feedback to gather your responses by phone, text, and email—customers are chosen at random to take part. Your feedback shapes our improvement plans, supports decision making, and lets you keep track of how we’re doing.
Your opinions matter to us. We take time to review your comments, understand how you feel, and make changes where needed. If you tell us you’re dissatisfied, we’ll always try to follow up directly and put things right.
Our approach to collecting feedback for our TSM performance
Even before TSMs were introduced, we regularly asked for your feedback to help us improve. The first year of formal TSMs data collection began on 1st April 2023, and our latest published results cover the full year from April 2023 to March 2024.
We use a system called CX Feedback to gather your responses by phone, text, and email—customers are chosen at random to take part. Your feedback shapes our improvement plans, supports decision making, and lets you keep track of how we’re doing.
Your opinions matter to us. We take time to review your comments, understand how you feel, and make changes where needed. If you tell us you’re dissatisfied, we’ll always try to follow up directly and put things right.
Our approach to collecting feedback for our TSM performance
How representative is our survey sample?
We take steps to ensure our Tenant Satisfaction Measures survey responses are representative of Aspire’s rental population.
In 2025/26, we received 628 survey responses. These were collected by telephone (63%), email (29%), and SMS message (8%).
To test how representative the sample is, we compare responses against Aspire’s rental population across key characteristics including stock type, age of lead tenant, gender of lead tenant, location and property type.
The survey fieldwork was completed primarily in-house by one interviewer employed by Aspire, helping to ensure a consistent and unbiased approach. During January, February and March, additional support was provided by Pexel due to long-term staff absence. Pexel completed 141 surveys over this period.
In 2025/26, we received 628 survey responses. These were collected by telephone (63%), email (29%), and SMS message (8%).
To test how representative the sample is, we compare responses against Aspire’s rental population across key characteristics including stock type, age of lead tenant, gender of lead tenant, location and property type.
The survey fieldwork was completed primarily in-house by one interviewer employed by Aspire, helping to ensure a consistent and unbiased approach. During January, February and March, additional support was provided by Pexel due to long-term staff absence. Pexel completed 141 surveys over this period.
628
survey responses received
63%
telephone responses
29%
email responses
8%
SMS responses
Stock type
| Stock type | Aspire rental population | TSM responses | Difference |
|---|---|---|---|
| General Needs | 94% | 93% | -1% |
| Sheltered Accommodation | 6% | 7% | +1% |
Age of lead tenant
| Age range | Aspire rental population | TSM responses | Difference |
|---|---|---|---|
| 16–24 | 4% | 2% | -2% |
| 25–34 | 14% | 11% | -3% |
| 35–44 | 21% | 16% | -5% |
| 45–54 | 17% | 16% | -1% |
| 55–64 | 18% | 17% | -1% |
| 65–74 | 15% | 22% | +7% |
| 75–84 | 9% | 13% | +4% |
| 85 and over | 3% | 3% | 0% |
Gender of lead tenant
| Gender | Aspire rental population | TSM responses | Difference |
|---|---|---|---|
| Female | 64% | 63% | -1% |
| Male | 36% | 37% | +1% |
Location
| Location | Aspire rental population | TSM responses | Difference |
|---|---|---|---|
| Central | 23% | 22% | -1% |
| North East | 23% | 22% | -1% |
| North West | 29% | 30% | +1% |
| South | 25% | 26% | +1% |
Property type
| Property type | Aspire rental population | TSM responses | Difference |
|---|---|---|---|
| Flat | 31% | 31% | 0% |
| House | 69% | 69% | 0% |
Overall, the sample is closely representative of Aspire’s rental population across stock type, gender, location and property type, with some variation across age groups.
View our survey questions
How we’re performing on TSMs
We’re committed to being open about how we’re doing. The results below show our Tenant Satisfaction Measures (TSMs) performance for the 2024/25 financial year.
All the figures you’ll see relate to our Low Cost Rental Accommodation (LCRA). This covers all of our social housing, supported housing, and retirement living properties—so you know exactly which homes are included in these results.
0.0%
TP01
Overall satisfaction with the service provided by us
Improved from last year
+0.0pp
Keeping our homes in good repair
87.7%
Satisfied with overall repairs service in the last 12 months
TP02
Improved from last year
+0.0pp Last year: 0.0%
+0.0pp Last year: 0.0%
85.4%
Satisfied with the time taken to complete most recent repair
TP03
Improved from last year
+0.0pp Last year: 0.0%
+0.0pp Last year: 0.0%
83.4%
Satisfied the home we provide is well maintained
TP04
Improved from last year
+0.0pp Last year: 0.0%
+0.0pp Last year: 0.0%
0.1%
of homes don't meet the Decent Homes Standard
RP01
Improved from last year
+0.0pp Last year: 0.0%
+0.0pp Last year: 0.0%
99.2%
of emergency repairs completed within target timescales
RP02 (1)
Improved from last year
+0.0pp Last year: 0.0%
+0.0pp Last year: 0.0%
84.4%
of non-emergency repairs completed within target timescales
RP02 (2)
Improved from last year
+0.0pp Last year: 0.0%
+0.0pp Last year: 0.0%
Target timescales for repairs
Maximum target timescale: 85 working days
We have five target timescales for routine works:
- 85 working days: Major repairs and Improvement OSC (lifting equipment repairs)
- 28 calendar days: Gas and electric remedial works carried out after inspections
- 20 working days: HHSRS moderate works, repairs raised by tenants on portal and routine repairs raised via call centre
- 10 working days: HHSRS inspections both remote and in person
- 5 days: HHSRS significant works
Maximum target timescale: 24 hours
We have two target timescales for emergency repairs:
- 4 hours – For emergency call-outs where there is significant risk.
- 24 hours – For all other in-hours (emergency) and out-of-hours (EMME) jobs.
Maintaining building safety
88.6%
Satisfied that the landlord keeps communal areas clean and well maintained
TP05
Improved from last year
+0.0pp Last year: 0.0%
+0.0pp Last year: 0.0%
100%
Gas safety checks completed
BS01
No change from last year
0pp Last year: 100%
0pp Last year: 100%
100%
Fire risk assessments completed
BS02
No change from last year
0pp Last year: 100%
0pp Last year: 100%
100%
Asbestos management checks completed
BS03
No change from last year
0pp Last year: 100%
0pp Last year: 100%
100%
Water safety checks completed
BS04
No change from last year
0pp Last year: 100%
0pp Last year: 100%
100%
Lift safety checks completed
BS05
No change from last year
0pp Last year: 100%
0pp Last year: 100%
Respectful and helpful engagement
76.5%
Satisfied that the landlord listens to tenant views and acts upon them
TP06
Improved from last year
+0.0pp Last year: 0.0%
+0.0pp Last year: 0.0%
82.5%
Satisfied that the landlord keeps tenants informed about things that matter to them
TP07
Improved from last year
+0.0pp Last year: 0.0%
+0.0pp Last year: 0.0%
85.8%
Agree that the landlord treats tenants fairly and with respect
TP08
Improved from last year
+0.0pp Last year: 0.0%
+0.0pp Last year: 0.0%
Effective handling of complaints
58.6%
Satisfied with the landlord’s approach to handling complaints
TP09
Improved from last year
+8.2pp Last year: 50.4%
+8.2pp Last year: 50.4%
66.1
Number of complaints received relative to the size of us as a Landlord* – Stage one
CH01 (1)
Down from last year
-3.5 Last year: 69.6
-3.5 Last year: 69.6
9.2
Number of complaints received relative to the size of us as a Landlord* – Stage two
CH01 (2)
Up from last year
+2.2 Last year: 7.0
+2.2 Last year: 7.0
98.3%
of stage one complaints responded to within timescales
CH02 (1)
Improved from last year
+3.7pp Last year: 94.6%
+3.7pp Last year: 94.6%
96.3%
of stage two complaints responded to within timescales
CH02 (2)
Improved from last year
+2.8pp Last year: 93.5%
+2.8pp Last year: 93.5%
*calculated as the number of complaints per 1,000 homes.
Responsible neighbourhood management
80%
Satisfied that the landlord keeps communal areas clean and well maintained
TP10
Improved from last year
+11.7pp Last year: 68.3%
+11.7pp Last year: 68.3%
75.6%
Satisfied that the landlord makes a positive contribution to neighbourhoods
TP11
Improved from last year
+8.4pp Last year: 67.2%
+8.4pp Last year: 67.2%
72.4%
Satisfied with the landlord’s approach to handling anti-social behaviour (ASB)
TP12
Improved from last year
+12.4pp Last year: 60%
+12.4pp Last year: 60%
55.8
Number of ASB cases relative to size of our company*
NM01 (1)
Down from last year
-6.5 Last year: 49.3
-6.5 Last year: 49.3
0.9
Number of ASB cases that involve hate incidents*
NM01 (2)
Improved from last year
+0.4 Last year: 1.3
+0.4 Last year: 1.3
*calculated as the number of ASB cases per 1,000 homes.