Since April 2023, social housing landlords have been required by the Regulator of Social Housing (RSH) to carry out a yearly survey asking tenants how well they think their landlord is performing. These surveys are called Tenant Satisfaction Measures (TSMs). They help show how well landlords are providing good-quality homes and services to their tenants.
To keep the survey independent and consistent, we use The Leadership Factor (TLF) to carry it out for us. TLF contacts tenants by phone each month and asks them to rate our performance against 12 standard tenant satisfaction measures (TSMs). We publish the survey results every year.
We have now completed our third year of TSM surveys. In 2025 to 2026, 1,002 tenants took part.
Thank you to everyone who completed a survey. Your feedback helps us understand how you feel about our services, what we are doing well, and where we need to improve.
We are committed to providing a high-quality housing service and being open about our performance. Below are the results of the 2025 to 2026 survey, along with a comparison to our 2024 to 2025 results.
We have also compared our results with the average results published by the Regulator of Social Housing (RSH) for 2024/25. This helps residents see how our performance compares with other social housing landlords across England. Additional information on the RSH benchmarking
Overall satisfaction increased by 1.5 percentage points in 2025/26 compared with the previous year. This shows that more residents are happy with the services they receive.
Although results have improved in several areas, we know there is still more to do. We remain focused on improving the services that matter most to residents.
August 2026 update: The benchmark figures may change slightly over the coming months. Any updates will be added to this page, so please check back for the latest information.
2025 to 2026 tenant perception measure results
|
Reference Number |
What we asked our tenants about |
Percentage (%) of satisfied responses from our tenants FY 2024/25 |
Percentage (%) of satisfied responses from our tenants FY 2025/26 |
Ealing annual change |
RSH Median benchmark FY 2024/25 |
Housemark London Benchmark FY 2025/26 |
|---|---|---|---|---|---|---|
|
TP01 |
Overall satisfaction |
56.2% |
57.7% |
+1.5% |
71.8% |
61.8% |
|
TP02 |
Repairs Service |
63.8% |
62.5% |
-1.3% |
73.6% |
66.3% |
|
TP03 |
Time taken to complete most recent repair |
59.7% |
63.6% |
+3.9% |
69.5% |
63.3% |
|
TP04 |
Home is well maintained |
56.1% |
59.7% |
+3.6% |
71.9% |
64.5% |
|
TP05 |
Home is safe |
66.4% |
63.7% |
-2.7% |
77.6% |
70.2% |
|
TP06 |
Landlord listens to tenants views and acts upon them |
45.9% |
49.0% |
+3.1% |
61.6% |
53.6% |
|
TP07 |
Landlord keeps tenants informed about things that matter to them |
61.5% |
64.4% |
+2.9% |
72% |
70.2% |
|
TP08 |
Landlord treats me fairly and with respect |
61.5% |
64.0% |
+2.5% |
77.9% |
71.3% |
|
TP09 |
Landlord's approach to handling complaints |
21.0% |
25.6% |
+4.6% |
35.5% |
28.6% |
|
TP10 |
Landlord keeps communal areas clean and well maintained |
63.1% |
63.4% |
+0.3% |
66.7% |
63.7% |
|
TP11 |
Landlord makes a positive contribution to neighbourhood |
60.8% |
63.7% |
+2.9% |
64.6% |
65.9% |
|
TP12 |
|
59.3% |
61.4% |
+2.1% |
59.5% |
59.6% |
Management information scores
Our management information scores are based on service performance data from our internal systems and records, rather than tenant surveys. They show how well we are delivering key services and help us monitor and improve our performance.
|
Reference Number |
Description of standard |
Ealing performance FY 2024/25 |
Ealing performance FY 2025/26 |
Ealing annual change |
RSH Median benchmark FY 2024/25 |
Housemark London Benchmark FY 2025/26 |
|---|---|---|---|---|---|---|
|
BS01 |
Proportion of homes for which all required gas safety checks have been carried out |
99.9% |
100% |
0.1% |
100% |
99.7% |
|
BS02 |
Proportion of homes for which all required fire risk assessments have been carried out |
100% |
100% |
0% |
100% |
100% |
|
BS03 |
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out |
100% |
100% |
0% |
100% |
100% |
|
BS04 |
Proportion of homes for which all required legionella risk assessments have been carried out |
84.5% |
100% |
+15.5% |
100% |
100% |
|
BS05 |
Proportion of homes for which all required communal passenger lift safety checks have been carried out |
99.1% |
100% |
+0.9% |
100% |
98.3% |
|
RP01 |
Proportion of homes that do not meet the Decent Homes Standard |
7.1% |
4.7% |
-2.4% |
0.5% |
7.6% |
|
RP02 |
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale |
82.6% |
95.3% |
+12.7% |
82.5% |
85.8% |
|
RP02 |
Proportion of emergency responsive repairs completed within the landlord’s target timescale |
99.2% |
95.4% |
-3.8% |
94.9% |
94.8% |
|
NM01 |
Number of antisocial behaviour (ASB) cases opened (per 1,000 homes) |
36.5 |
42.7 |
+6.2 |
36.0 |
30.9 |
|
NM01 |
Number of anti-social behaviour cases that involve hate incidents opened (per 1,000 homes) |
1.5 |
1.0 |
-0.5 |
0.7 |
0.7 |
|
CH01 |
Number of stage 1 complaints received (per 1,000 homes) |
47.9 |
69.4 |
+21.5 |
53.5 |
99.9 |
|
CH01 |
Number of stage 2 complaints received (per 1,000 homes) |
15.2 |
22.8 |
+7.6 |
8.3 |
28.4 |
|
CH02 |
Proportion of stage one complaints responded to within the Housing Ombudsman’s complaint handling code timescales |
60.9% |
72.1% |
+11.2% |
89.9% |
73.4% |
|
CH02 |
Proportion of stage two complaints responded to within the Housing Ombudsman’s complaint handling code timescales |
54.1% |
84.9% |
+30.8% |
88.9% |
67.9% |
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 Council 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 Council provides TLF with an up-to-date list of tenants. TLF then selects tenants at random, making sure the survey reflects different ages, ethnicities, household sizes, tenancy types and areas. No households are excluded, helping to ensure the results represent our wider tenant population.
How was the survey carried out?
For 2025 to 2026, TLF carried out all TSM surveys by telephone.
Tenant satisfaction measures survey questions
How many people took part?
TLF surveyed 1,002 tenants between April 2025 and March 2026.
How reliable are the results?
The Regulator needs Ealing Council to achieve a margin of error of 3% or less. For the 2025 to 2026 survey, Ealing achieved a margin of error of 2.9%.
This means the results are highly reliable. We can be 95% confident that the true level of tenant satisfaction is within 2.9 percentage points of the reported result. This gives us a high level of confidence in the survey findings.