Tenant Satisfaction Measures

The Government’s Regulator of Social Housing sets standards for assessing how well social housing landlords in England are doing to provide good quality homes and services. In addition to introducing revised Consumer Standards, we are required to submit a set of tenant satisfaction measures to the Regulator.

Quick links

• Management information measure results: building safety
• Management information measure results: anti-social behaviour (ASB)
• Management information measure results: Decent Homes Standards (DHS) and repairs
• Management information measure results: complaints
• Tenant Perception Measures
• Tenant Satisfaction Measures management information – year end 2023 to 2024 stats
• Previous tenant satisfaction surveys
• Tenant Satisfaction Measures action plan

An ASB improvement plan has been in place since 2024, so there were stronger recording and responses to ASB and Hate Crime.

For RP01, from 2023 to 2025 we calculated our Decent Homes stats using data like property age, condition, EPC ratings, and more. Most homes have only had partial assessments under the health and safety rating system. For 25/26, we changed the way we record Decent Homes to only include properties which had been fully assessed. An accelerated programme is in place to fully assess all our properties by the end of September 2026 (excluding hard to access).

Complaints management moved from the Council’s corporate team to Portsmouth Homes from April 2024. A complaints improvement plan has been in place since 2025. This has included strong promotion to residents of how and why to complain, and training for staff in recognising, recording and responding to complaints.

To read the full report, which includes the survey methodology, weightings, and the survey questionnaire, visit the Your City Your Say website.

Caution should be taken when making year-on-year comparisons, as the survey methodology changed in 2025 to 2026. Promotion through GOV.UK Notify and a new e-bulletin resulted in more surveys being completed independently and online, and this change in survey method may have affected the reported satisfaction levels

View the tenant satisfaction survey results on our Your City Your Say website.

• Tenant satisfaction survey 2024-25
• Tenant satisfaction survey 2023-24

Using feedback from the 2025 to 2026 survey, complaints, and wider resident engagement, we have updated our action plan to focus on the areas you tell us matter most.

Safe and well-maintained homes

• We will complete our accelerated stock condition survey programme by the end of September 2026 (excluding hard to access properties)
• We will use this information to finalise our Asset Management Strategy and plan investment more effectively
• We will continue building safety, fire remediation and energy improvement work, and keep you informed about major works

Cleaning of communal areas and grounds maintenance

• We will use your feedback from scrutiny, surveys and walkabouts to improve the consistency of cleaning and grounds maintenance
• We will make it easier for you to see when cleaning has taken place and what standards to expect
• We will work more closely with repairs and neighbourhood teams where the condition of communal areas affects cleanliness

Inspection of blocks and housing land

• We will increase the visibility of neighbourhood inspections, walkabouts and estate activity
• We will improve how we share information about issues identified and the action taken

Repairs service

• We will keep working with you and our contractors to improve communication, appointments, diagnosis, and getting repairs right first time
• We will use your complaints, survey feedback, and performance information to target improvement and track progress
• We will involve you in developing and procuring the new repairs and maintenance contract, due to start in April 2027

Communication and involvement

• We will continue tenancy update visits to better understand household needs and improve services and support.
• We will improve how we share performance information, so it is clearer, more useful and helps you hold us to account
• We will keep developing ways for you to get involved, including resident-led scrutiny, training and support
• We will continue to improve complaints handling, with a focus on resolution, consistency, learning and clear communication
• We will better understand where satisfaction is lower for different groups of people living in our homes, so we can respond more fairly and effectively

Neighbourhoods and communities

• We will continue to build on our ASB improvement plan strengthening case handling, communication, and follow-up
• We will continue to review ASB cases, gather your feedback at case closure and use learning to improve the service
• We will promote the action we are taking in neighbourhoods, including work on communal areas, waste, greening and local environmental improvements
• We will continue to support community-led activity and local projects that build community pride