From 1 April 2023, the Regulator of Social Housing (RSH) introduced a new requirement for all social landlords to carry out an annual survey asking tenants to rate how well their landlord is performing. These are known as tenant satisfaction measures (TSMs). The TSMs help show how well social housing landlords are doing at providing good quality homes and services.
To ensure independence and consistency, we commission The Leadership Factor (TLF) to carry out this survey on our behalf. TLF conducts telephone interviews with tenants, asking them to rate our performance against 12 standardised TSMs. We will carry out the survey and publish the results every year.
We have now completed our second year of TSM surveys, with 1,050 tenants taking part for 2024 to 2025. The feedback we receive helps us understand how you feel about the services we provide, identify what’s working well, and highlight areas where we need to improve.
We are committed to delivering a first-class housing service and being transparent about our performance. Below, you’ll find the results from the 2024 to 2025 survey, alongside a comparison with our 2023 to 2024 results. We have also benchmarked our performance with the mid-point or ‘median’ performance for London councils, using data from Housemark, a specialist housing performance organisation, who collected TSM data from 28 London councils and ranked them from best to worst.
The results show an improvement for all our scores in 2024 to 2025, with the largest improvement made to the satisfaction with our repairs service (TP02). However, we still have work to do on all the TSMs, especially around how we listen and act upon tenant’s views (TP06) and how we handle complaints (TP09).
July 2025 update: The benchmarking figures may be subject to minor changes over the coming months. Any updates will be reflected on this webpage so please check back for updates.
2024 to 2025 tenant perception measure results
| Reference number | What we asked our tenants about | Percentage (%) of satisfied responses from our tenants 2023 to 2024 |
Percentage (%) of satisfied responses from our tenants 2024 to 2025 |
Ealing annual improvement | RSH London median benchmark 2024 to 2025 |
|---|---|---|---|---|---|
|
TP01 |
Overall satisfaction | 51.7% | 56.2% | +4.5% | 61% |
|
TP02 |
Repairs service | 57.5% | 63.8% | +6.3% | 64% |
|
TP03 |
Time taken to complete most recent repair | 56.4% | 59.7% | +3.3% | 61% |
|
TP04 |
Home is well maintained | 54.5% | 56.1% | +1.6% | 63% |
|
TP05 |
Home is safe | 62.1% | 66.4% | +4.3% | 69% |
|
TP06 |
Landlord listens to tenants views and acts upon them | 43.8% | 45.9% | +2.1% | 53% |
|
TP07 |
Landlord keeps tenants informed about things that matter to them | 61.2% | 61.5% | +0.3% | 71% |
|
TP08 |
Landlord treats me fairly and with respect | 58.0% | 61.5% | +3.5% | 71% |
|
TP09 |
Landlord's approach to handling complaints | 16.3% | 21.0% | +4.7% | 26% |
|
TP10 |
Landlord keeps communal areas clean and well maintained | 57.5% | 63.1% | +5.6% | 63% |
|
TP11 |
Landlord makes a positive contribution to neighbourhood | 57.9% | 60.8% | +2.9% | 61% |
|
TP12 |
Landlord's approach to handling anti-social behaviour (ASB) | 54.7% | 59.3% | +4.6% | 59% |
Management information scores
Our management information scores are quantitative, operational performance metrics that complement the perception-based TSMs. They are derived from internal systems and records (not surveys) and reflect how we are performing in key service areas to support our internal performance management.
| Reference number | Description of standard | Ealing performance 2023 to 2024 | Ealing performance 2024 to 2025 | Ealing annual change | RSH London median benchmark 2024 to 2025 |
|---|---|---|---|---|---|
| BS01 | Proportion of homes for which all required gas safety checks have been carried out | 99.6% | 99.6% | +0.3% | 99.8% |
| BS02 | Proportion of homes for which all required fire risk assessments have been carried out | 100% | 100% | +0% | 100% |
| BS03 | Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out | 100% | 100% | +0% | 100% |
| BS04 | Proportion of homes for which all required legionella risk assessments have been carried out | 100% | 84.5% | -15.5% | 100% |
| BS05 | Proportion of homes for which all required communal passenger lift safety checks have been carried out | 100% | 99.1% | -0.9% | 99.3% |
| RP01 | Proportion of homes that do not meet the decent homes standard (low cost rented accommodation only) | 16.6% | 7.1% | -9.5% | 7% |
| RP02 | Proportion of non-emergency responsive repairs completed within the landlord’s target timescale (low cost rented accommodation only) | 83.4% | 82.6% | -0.8% | 78.7% |
| RP02 | Proportion of emergency repairs completed in the landlord’s target timescale (low cost rented accommodation only) | 73.1% | 99.2% | +26.1% | 94.1% |
| NM01 | Number of antisocial behaviour (ASB) cases opened (per 1,000 homes) | 54.2 | 35.6 | -18.6 | 24 |
| NM01 | Number of antisocial behaviour (ASB) cases that involve hate incidents opened (per 1,000 homes) | 0.6 | 1.5 | +0.9 | 0.7 |
| CH01 | Number of stage 1 complaints received (per 1,000 homes) | 55.3 | 47.9 | -7.4 | 73 |
| CH01 | Number of stage 2 complaints received (per 1,000 homes) | 11.1 | 15.2 | +4.1 | 17 |
| CH02 | Proportion of stage 1 complaints responded to within the Housing Ombudsman’s complaint handling code timescales | 54.6% | 60.9% | +6.3% | 69% |
| CH02 | Proportion of stage two complaints responded to within the Housing Ombudsman’s complaint handling code timescales | 37.9% | 54.1% | +16.2% | 67% |
Our summary of approach
The regulator has set rules for measuring the TSMs which we have carefully followed.
Ealing’s summary of approach to the TSM survey
How we measure tenant satisfaction
Ealing commissions The Leadership Factor (TLF) to carry out the tenant satisfaction surveys on our behalf. Each month tenants are selected at random for the survey.
How we make sure data is representative of all tenants
Ealing provides TLF with its live database. A stratified random sampling method sets quotas for age, ethnicity, number of bedrooms, tenancy type, and area. No households are excluded, ensuring results represent the wider low cost rented accommodation population and achieve excellent tenant representation.
How was the survey carried out?
For 2024 to 2025, TLF carried out all TSM surveys by telephone.
How many people took part?
TLF surveyed 1,050 tenants between April 2024 and March 2025.
How reliable are the results?
The Regulator required Ealing to achieve a margin of error of +/-3% or less in our data. Ealing managed to achieve a margin of error of +/-2.8%. In practical terms, this means that we can be 95% confident that the true percentage of overall satisfaction is within 3% above or below the reported percentage. This gives a high level of accuracy to the 2024 to 2025 survey results.