TSM Survey
Tenant Satisfaction Measures 2025/2026.
Review our 2025/2026 performance and explore the progress we have made at Orwell.
Tenant Satisfaction Measures.
These figures are collected from 1st April each year and are updated on a quarterly basis.
71.9%
Satisfied with the service provided by Orwell
(TP01)
79.7%
Satisfied with the repairs service
(TP02)
70.9%
Satisfied with the time taken to complete your most recent repair
(TP03)
79.4%
Satisfied with how well your home is maintained
(TP04)
83.6%
Satisfied that your home is safe
(TP05)
67.2%
Satisfied we listen to your views and act upon them
(TP06)
76.0%
Satisfied that we keep you informed about things that matter
(TP07)
81.5%
Satisfied that we treat you fairly and with respect
(TP08)
41.1%
Satisfied with our approach to complaints
(TP09)
67.5%
Satisfied we keep communal areas clean and well maintained
(TP10)
66.1%
Satisfied we make a positive contribution to your neighbourhood
(TP11)
67.1%
Satisfied with how we handle antisocial behaviour
(TP12)
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.
54.5
Stage 1 complaints received
Stage 1 complaints received, per 1,000 homes
(CH01)
10.8
Stage 2 complaints received
Stage 2 complaints received, per 1,000 homes
(CH01)
98.6%
Stage 1 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
Within 10 days
(CH02)
100%
Stage 2 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
Within 20 days
(CH02)
10.3
Antisocial behaviour cases opened
ASB cases opened per 1,000 homes
(NM01)
0.2
Antisocial behaviour cases opened that involve hate
ASB cases opened per 1,000 homes
(NM01)
0%
Homes that do not meet the Decent Homes Standard
(RP01)
65.2%
Non emergency repairs completed to timescale
(RP02)
99.1%
Emergency repairs completed to timescale
(RP02)
99.8%
Gas safety checks carried out
(BS01)
99.5%
Fire risk assessments carried out
(BS02)
100%
Asbestos management surveys or reinspection’s carried out
(BS03)
100%
Legionella risk assessments carried out
(BS04)
100%
Communal passenger lift safety checks carried out
(BS05)
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