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Tenant Satisfaction Measures 2024/2025

Tenant Satisfaction Measures
TSM Cover 2025 TSM Cover 2025

Our TSM survey

View the survey here
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Low Cost Home Ownership (LCHO)

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TSM Compliance Report 2024-25

View the report here

Tenant Satisfaction Measures

These figures are collected from 1st April each year and are updated on a quarterly basis. 

TSM

69.2 % View more information

Satisfied with the service provided by Orwell

Quarter 1 2024/2025 - 74.6%

Quarter 2 2024/2025 - 62.9%

Quarter 3 2024/2025 - 67.7%

Quarter 4 2024/2025 - 70.9%

TSM

70.9 % View more information

Satisfied with the repairs service

Quarter 1 2024/2025 - 71.6%

Quarter 2 2024/2025 - 69.1%

Quarter 3 2024/2025 - 66.7%

Quarter 4 2024/2025 - 75.8%

TSM

63.5 % View more information

Satisfied with the time taken to complete your most recent repair

Quarter 1 2024/2025 - 68.5%

Quarter 2 2024/2025 - 61.7%

Quarter 3 2024/2025 - 53.4%

Quarter 4 2024/2025 - 69.5%

TSM

76.1 % View more information

Satisfied with how well your home is maintained

Quarter 1 2024/2025 - 76.9%

Quarter 2 2024/2025 - 74.4%

Quarter 3 2024/2025 - 75.8%

Quarter 4 2024/2025 - 77.0%

TSM

84.7 % View more information

Satisfied that your home is safe

Quarter 1 2024/2025 - 84.7%

Quarter 2 2024/2025 - 87.0%

Quarter 3 2024/2025 - 84.2%

Quarter 4 2024/2025 - 83.0%

TSM

66.0 % View more information

Satisfied we listen to your views and act upon them

Quarter 1 2024/2025 - 67.5%

Quarter 2 2024/2025 - 59.6%

Quarter 3 2024/2025 - 71.4%

Quarter 4 2024/2025 - 65.0%

TSM

75.4 % View more information

Satisfied that we keep you informed about things that matter

Quarter 1 2024/2025 - 78.0%

Quarter 2 2024/2025 - 68.1%

Quarter 3 2024/2025 - 86.3%

Quarter 4 2024/2025 - 69.7%

TSM

79.6 % View more information

Satisfied that we treat you fairly and with respect

Quarter 1 2024/2025 - 81.4%

Quarter 2 2024/2025 - 75.4%

Quarter 3 2024/2025 - 82.6%

Quarter 4 2024/2025 - 78.9%

TSM

35.3 % View more information

Satisfied with our approach to complaints

Quarter 1 2024/2025 - 40.6%

Quarter 2 2024/2025 - 28.1%

Quarter 3 2024/2025 - 39.4%

Quarter 4 2024/2025 - 33.3%

TSM

69.4 % View more information

Satisfied we keep communal areas clean and well maintained

Quarter 1 2024/2025 - 80.2%

Quarter 2 2024/2025 - 50.7%

Quarter 3 2024/2025 - 73.4%

Quarter 4 2024/2025 - 69.8%

TSM

66.4 % View more information

Satisfied we make a positive contribution to your neighbourhood

Quarter 1 2024/2025 - 71.1%

Quarter 2 2024/2025 - 56.0%

Quarter 3 2024/2025 - 72.6%

Quarter 4 2024/2025 - 65.8%

TSM

66 % View more information

Satisfied with how we handle anti-social behaviour

Quarter 1 2024/2025 - 67.8%

Quarter 2 2024/2025 - 66.2%

Quarter 3 2024/2025 - 74.4%

Quarter 4 2024/2025 - 57.3%

Management Information Measures 

These figures are collected from 1st April each year and are updated on an annual basis.

These measures only provide performance information for Low Cost Rental Accommodation (LCRA) dwellings (Housing and Regeneration Act 2008 - Explanatory Notes (legislation.gov.uk)). Therefore, results may differ from figures published elsewhere.

Housing and Regeneration Act 2008 Explanatory Notes

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