Tenant Satisfaction Measures 2025 to 2026

The Regulator of Social Housing (RSH) requires social housing providers who own 1,000 or more properties to publish an annual report.

The report is based on a set of measures called Tenant Satisfaction Measures (TSMs). They tell you how well we're doing as a landlord to provide good quality homes and services.

We aim to improve standards for people who live in social rented housing. The report and TSMs help by:

showing how well we're doing on important things like delivering repairs, dealing with complaints and treating you with respect
allowing you to hold us to account when we're not performing as we should
giving the Regulator an insight into which landlords may need to improve things for their customers

Tenant Satisfaction Measures (TSMs)

TSMs show how we:

keep your homes in a good state of repair
ensure your homes are safe
give you opportunities to have your say, and act on your views
handle complaints

There are 22 TSMs, including:

12 Tenant Perception Measures - measured through our annual Tenant Perception Survey, which took place between January and March 2026
10 General Management Measures - measured through the information we hold within our systems and by repairs contractors

What you said about us

Tenant Perception Survey 2025 to 2026

Thank you to all those tenants who took part in completing this year’s Survey. This helps us to understand what we are doing well and also consider the areas we can improve on. Your feedback is really important to us.

View an example of the tenant perception survey (PDF , 428KB)

You can find how we generated the 12 Tenant Perception Measures in our Summary of Approach.

Survey results

Tenant Perception Measure results for 2025 to 2026
Reference	Measure Description	Percentage for 2025 to 2026
TP01	Overall satisfaction	78.0%
TP02	Satisfaction with repairs	85.0%
TP03	Satisfaction with time taken to complete most recent repair	79.8%
TP04	Satisfaction that home is well maintained	75.4%
TP05	Satisfaction that the home is safe	80.7%
TP06	Satisfaction that the landlord listens to tenant views and acts upon them	66.8%
TP07	Satisfaction that the landlord keeps tenants informed about the things that matter to them	70.7%
TP08	Agreement that the landlord treats tenants fairly and with respect	77.6%
TP09	Satisfaction with the landlord's approach to handling complaints	44.1%
TP10	Satisfaction that the landlord keeps communal areas clean and well maintained	64.2%
TP11	Satisfaction that the landlord makes a positive contribution to neighbourhoods	57.2%
TP12	Satisfaction with the landlord's approach to handling anti-social behaviour	56.7%

General Management Measures

General Management Measures for 2025 to 2026
Reference	Measure Description	Figures for 2025 to 2026
BS01	Proportion of all homes for which all required gas safety checks have been carried out	100%
BS02	Proportion of homes for which all required fire risk assessments have been carried out	100%
BS03	Proportion of homes for which all required asbestos management surveys have been carried out	100%
BS04	Proportion of homes for which all required Legionella risk assessments have been carried out	100%
BS05	Proportion of homes for which all required communal passenger lift safety checks have been carried out	Not applicable
RP01	Proportion of homes that do not meet Decent Homes Standard	0%
RP02 (1)	Proportion of non-emergency responsive repairs completed within the landlord's target timescales	78.5%
RP02 (2)	Proportion of emergency responsive repairs completed within the landlord's target timescales	93.2%
NM01	Number of anti-social behaviour cases opened per 1,000 homes	56.0
NM02	Number of anti-social behaviour cases that involve hate crime incidents opened per 1,000 homes	0
CH01 (1)	Number of stage 1 complaints received per 1,000 homes	7.1
CH01 (2)	Number of stage 2 complaints received per 1,000 homes	2.4
CH02 (1)	Percentage of stage 1 complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales	100%
CH02 (2)	Percentage of stage 2 complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales	83.3%

What the results tell us

How we are performing overall

We're performing well. We've scored better than the average for 7 of the 12 measures and some of our scores are within the best-performing landlords nationally.

Looking after your home

Our top priority is to provide good quality homes. We're pleased that more tenants are satisfied with how well their homes are maintained. Satisfaction with repairs is particularly strong and is higher than the Regulator’s top benchmark.

All homes that were surveyed meet the Decent Homes Standard. This means that they are safe, warm and in good repair. We also meet the Regulator’s targets for how quickly we respond to both emergency and non-emergency repairs, which helps us to keep homes in good condition.

Keeping tenants safe

Your safety is extremely important to us, so we're pleased to report 100% across all key building safety checks.

We are encouraged to see a small increase in tenant satisfaction about tenants feeling safe in their homes, but we're keen to improve this further. During 2026 to 2027, we'll make improvements to how shared and communal areas are managed. You can find more details about this in our ‘Key Areas of Focus’ section.

Handling complaints

At first glance, satisfaction with complaint handling looks low and it has dropped compared to last year’s results. However, it still remains higher than the Regulator’s top benchmark (42.5%), which is very positive. We're keen to improve tenant’s satisfaction with complaint handling and this will be a key focus area for 2026 to 2027.

Neighbourhood management

Our scores for neighbourhood management are currently below average. One of the TSMs looked at how satisfied people are with how we contribute to neighbourhoods. On this measure, we are slightly below the lowest bench mark. These averages and benchmarks are set by the Regulator.

Our key priority for 2026 to 2027 is to improve in these areas. As well as launching our new Tenant Engagement Strategy, we will focus on:

being more visible in neighbourhoods
improving communal areas
tackling anti-social behaviour
showing clearly how we positively contribute to communities

Anti-social behaviour (ASB)

We're pleased to report a significant reduction in ASB cases, and there were no reported hate crime ASB cases in 2025 to 2026. We know how distressing ASB can be. We are committed to prevent and address problems quickly by working with other council services, the police and partner organisations.

Overall picture

Although there have been some small changes compared to last year, there have been no major shifts in performance. Overall, this shows a service that is stable, performing well in many areas, and focused on improving where tenants have told us we need to do better.

Key areas of focus for 2026 to 2027

Safety

We are going to plan and put various measures in place to make sure a longer term negative trend does not set in.

We're planning to have more staff resource within the Safe and Strong Communities and in-house surveying teams. This means that people will see them about more and they'll be able to intervene or target interventions if there are problems.

We have a zero tolerance fire safety management plan. We'll make communal areas safer by putting this plan into action. This will include enhanced checks in shared areas.

We will plan regular street safe events and neighbourhood walkabouts. They will help us to identify problems and learn more about the issues that affect our neighbourhoods

We'll also target help to tenants living in flats. These tenants seemed to be less satisfied across the measures, compared to people living in houses.

Decision making and engagement

We'll continue to look at how we get our local communities involved, and improve on it where we can. It's important that communities take part in decisions and they can also help us to make our services better.

We will set up a 'tenant scrutiny' group. This will allow tenants to be consulted on decisions and service improvements.

We're going to launch a Tenant Engagement Strategy for 2026 to 2029. This will show how we're going to put the Strategy Action Plan into practice.

We will develop what we do to capture feedback and insights from tenants. This will help us to understand their experiences and what they need. We'll make sure that our approach reflects the diversity of our communities. This includes underrepresented groups.

Our Strategy will also show what we will do to:

make sure that tenants feel heard and involved by improving two-way communication. We'll do this by regularly asking for their feedback and keeping them updated on things that matter to the
make sure tenant involvement becomes a normal part of what we do, giving tenants more chances to have a say and help shape and improve services
improve how we work with other council services that affect their satisfaction with our service (such as street cleaning and highways). We'll make it clearer to residents who is responsible for what
consider how to reach the groups that were identified in the survey as being less satisfied, which included younger and female tenants. We will do this by putting our Action Plan into practice

Oversight of our performance

We need to let people know how we're doing as a service. We already do this, but we have plans on how we can improve. We will regularly share information about how we're performing with tenants and within the council, through:

quarterly (every three months) reporting, including the Tenants Forum
a new annual report for tenants, which will contain key performance information
putting our action plans in place and monitoring them, so we can continue to improve

Complaints

We'll continue to strengthen our approach to handling complaints, by:

ensuring the officers that handle complaints follow the Complaint Handling Code, and within the times set by the Code
trying to get things right first time when tenants make a 'service request', to avoid the need to log complaints
focus on improving satisfaction for all tenant perception measures. This will prevent dissatisfaction, which can often lead to complaints

Summary of approach for 2025 to 2026

All providers must publish a summary of the survey approach used to generate the 12 Tenant Perception Measures. This must be made clearly available alongside the results of the measures by providers of social housing.

All of our Tenant Perception Measures were measured following the specific descriptions and calculations outlined by the Regulator of Social Housing and following the advice and guidance set out in the Tenant Survey Requirements and Technical Requirements publications.

A summary of the approach used to Westmorland and Furness Council’s Tenant Perception Survey 2025 to 2026 can be found below.

A) Summary of achieved sample size (number of responses)
511

B) Timing of survey
Postal questionnaires and invitations were first sent to respondents on 29 January 2026, and postal and CAWI fieldwork continued until 23 March 2026

C) Collection method(s)
The survey was conducted through postal surveys, with a supplementary CAWI (computer aided web interviewing) option. A mixed-method approach was chose to maximise accessibility and inclusivity, ensuring tenants can respond in a way that suits their preferences and circumstances

D) Sample Method
A census approach was used to collect responses from all tenants within the relevant tenant population. All tenants were sent the initial invitation, with two follow-up postal reminders sent to all of those that had not already completed the survey

E) Summary of the assessment of representativeness of the sample against the relevant tenant population

This includes reference to the characteristics against which representativeness has been assessed.
All dwellings are general needs dwellings let on social rents. There are no individual schemes let on separate terms or rent models that would have a material impact on satisfaction scores.

All tenants were included in the survey exercise. The sample naturally fell out in a broadly representative way (with minor weighting applied to ensure greater representativeness).

F) Any weighting applied to generate the reported perception measures

This includes a reference to all characteristics used to weight results.

As a final step to ensure a representative sample was delivered, responses were weighted by property type (bungalow/house or flat), age (16-61 or 62+), gender, and geography (Furness or Eden).

G) The role of any named external contractor(s) in collecting, generating, or validating the reported perception measures

M·E·L Research were commissioned for collecting, generating and validating the reported tenant perception measures. M·E·L Research are an accredited organisation providing research services in the social housing sector.

H) The number of tenant households within the relevant tenant population that have not been included in the sample frame due to the exceptional circumstances, with a broad rationale for their removal

We did not exclude any households.

I) Reasons for any failure to meet the required sample size requirements

With an overall sample size of 511, the confidence interval is +/-3.9% which is lower than that required by the Regulator (+/-4%).

J) Type and amount of any incentives offered to tenants to encourage survey completion

Tenants were incentivised by an opt-in prize draw, with 4 tenants winning a £50 shopping voucher each (£200 total, administered by Westmorland and Furness Council).

K) Any other methodological issues likely to have a material impact on the tenant perception measures reported

None.

L) If the provider has undertaken any tenant perception surveys, which include TSM questions but has not included these responses in the calculation of the TSMs.

A rationale for why this information has been excluded must be provided.

Not applicable.

M) Information on any visual features used alongside the required response options