Tenant Satisfaction
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%
Proportion of respondents satisfied with the overall service from Orwell.
(TP01)
79.7%
Proportion of respondents who received a repair in the last 12 months and are satisfied with the overall repairs service.
(TP02)
70.9%
Proportion of respondents who received a repair in the last 12 months and are satisfied with the time taken to complete their most recent repair.
(TP03)
79.4%
Proportion of respondents satisfied that their home is well maintained.
(TP04)
83.6%
Proportion of respondents satisfied that their home is safe.
(TP05)
67.2%
Proportion of respondents satisfied that Orwell listens to tenant views and acts upon them.
(TP06)
76.0%
Proportion of respondents satisfied that Orwell keeps them informed about things that matter to them.
(TP07)
81.5%
Proportion of respondents who agree that Orwell treats them fairly and with respect.
(TP08)
41.1%
Proportion of respondents satisfied with Orwell’s approach to complaints handling.
(TP09)
67.5%
Proportion of respondents satisfied that communal areas are clean and well maintained.
(TP10)
66.1%
Proportion of respondents satisfied that Orwell makes a positive contribution to neighbourhoods.
(TP11)
67.1%
Proportion of respondents satisfied with Orwell’s approach to handling 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
Number of stage one complaints per 1,000 homes.
(CH01)
10.8
Number of stage two complaints per 1,000 homes.
(CH01)
98.6%
Percentage of complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
Stage one
(CH02)
100%
Percentage of complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
Stage two
(CH02)
10.3
Number of antisocial behaviour cases opened per 1,000 homes.
(NM01)
0.2
Number of antisocial behaviour cases opened per 1,000 homes involving hate.
(NM01)
0%
Proportion of homes that do not meet the Decent Homes Standard.
(RP01)
65.2%
Proportion of responsive repairs completed within Orwell’s target timescale.
(RP02)
99.1%
Proportion of emergency repairs completed within Orwell’s target timescale.
(RP02)
99.8%
Proportion of homes for which all required gas safety checks have been carried out.
(BS01)
99.5%
Proportion of homes for which all required fire safety assessments have been carried out.
(BS02)
100%
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.
(BS03)
100%
Proportion of homes for which all required legionella risk assessments have been carried out.
(BS04)
100%
Proportion of homes for which all required lift safety checks have been carried out.
(BS05)
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