The Regulator of Social Housing has published details of the Tenant Satisfaction Measures information collected for 2024/25 by local authorities and other registered providers with more than 1000 homes, together with an analysis of the main findings.

It finds that most tenants remain satisfied with landlord services. Just over seven in ten tenants in low cost rental accommodation (LCRA) surveyed are satisfied with the overall service from their landlord. LCRA includes social and affordable rent and London Living Rent homes. Similarly, looking at the average (median) landlord, tenants in LCRA report their highest levels of satisfaction in the TSMs relating to overall repairs services (74%), the safety of their home (78%), and that their landlord treats them with fairness and respect (78%).  However, satisfaction with landlord complaint handling is much lower, with the median landlord reporting satisfaction of only 36% of tenants.

The headline average (median) overall satisfaction has increased slightly (half a percentage point) for LCRA. This slight increase is likely to be at least partially accounted for by relatively small changes to collection methods. Overall satisfaction in LCRA surveys collected by telephone – the predominant collection method used by most landlords – has remained at the same level.

The average overall satisfaction score for tenants of local authorities is 68.5%, compared to 75.4% for tenants of private registered providers. This difference may be due to differing contextual factors such as region (particularly the proportion of homes in London), the average ages of tenants and the size of landlord having an impact and differences in survey collection methods used. The National Tenant Survey found that, controlling systematically for other contextual factors including tenant age, landlord size and location, that there was no significant difference between these two landlord types.

TSMs generated from management information supplement those drawn from surveys and show that:

• Most landlords report full compliance on each building safety measure, putting the landlord median for each at or near 100%. The vast majority of homes owned by large landlords, as at 31 March 2025, had required gas (99.7%), fire (98.7%), asbestos (97.9%), water (97.9%) and lift safety checks (97.8%) completed. These have increased on last year, reflecting an improved coverage of these fundamental safety checks for a minority of landlords that had gaps.
• 79% of the 11 million non-emergency responsive repairs completed during 2024/25 were completed within target timescales.
• 78% of over 290,000 stage one complaints made during 2024/25 were responded to within the Housing Ombudsman’s Complaint Handling Code timescales.