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
79.7%
Satisfied with the repairs service
70.9%
Satisfied with the time taken to complete your most recent repair
79.4%
Satisfied with how well your home is maintained
83.6%
Satisfied that your home is safe
67.2%
Satisfied we listen to your views and act upon them
76.0%
Satisfied that we keep you informed about things that matter
81.5%
Satisfied that we treat you fairly and with respect
41.1%
Satisfied with our approach to complaints
67.5%
Satisfied we keep communal areas clean and well maintained
66.1%
Satisfied we make a positive contribution to your neighbourhood
67.1%
Satisfied with how we handle anti-social behaviour
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)
10.8
Stage 2 complaints received
(Stage 2 complaints received, per 1,000 homes)
98.6%
Stage 1 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
(Within 10 days)
100%
Stage 2 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
(Within 20 days)
10.3
Antisocial behaviour cases opened
(ASB cases opened per 1,000 homes)
0.2
Antisocial behaviour cases opened that involve hate
(ASB cases opened per 1,000 homes)
0%
Homes that do not meet the Decent Homes Standard
65.2%
Non emergency repairs completed to timescale
99.1%
Emergency repairs completed to timescale
99.8%
Gas safety checks carried out
99.5%
Fire risk assessments carried out
100%
Asbestos management surveys or reinspection’s carried out
100%
Legionella risk assessments carried out
100%
Communal passenger lift safety checks carried out
Resources & downloads.
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