TSM Survey
Tenant Satisfaction Measures 2026/2027.
Review our 2026/2027 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.
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See below results as of September 2026
73.7%
Proportion of respondents satisfied with the overall service from Orwell.
(TP01)
78.6%
Proportion of respondents who received a repair in the last 12 months and are satisfied with the overall repairs service.
(TP02)
66.9%
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)
80.8%
Proportion of respondents satisfied that their home is well maintained.
(TP04)
85.3%
Proportion of respondents satisfied that their home is safe.
(TP05)
65.3%
Proportion of respondents satisfied that Orwell listens to tenant views and acts upon them.
(TP06)
75.8%
Proportion of respondents satisfied that Orwell keeps them informed about things that matter to them.
(TP07)
79%
Proportion of respondents who agree that Orwell treats them fairly and with respect.
(TP08)
31.9%
Proportion of respondents satisfied with Orwell’s approach to complaints handling.
(TP09)
61%
Proportion of respondents satisfied that communal areas are clean and well maintained.
(TP10)
69.3%
Proportion of respondents satisfied that Orwell makes a positive contribution to neighbourhoods.
(TP11)
66.1%
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. The 2026/27 results will be shared in late spring/early summer 2027.
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.
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