Tenant satisfaction has continued to improve across the social housing sector as increased investment in existing homes and repairs services begins to have a positive impact on tenants’ perceptions.
That’s according to the latest annual analysis from Housemark, which provides an early view of 2025/26 Tenant Satisfaction Measure (TSM) results ahead of the Regulator of Social Housing’s national publication later this year.
The findings are based on data from 223 registered providers managing 2.7 million homes, equivalent to 64% of England’s social housing stock. Overall tenant satisfaction increased to 74.2%, up from 72.6% the previous year. Housemark estimates that between 50,000 and 100,000 tenants’ perception changed during the year from dissatisfied or neutral to one of the satisfied categories.
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The strongest improvements were recorded in repairs and maintenance services. Satisfaction with repairs rose from 73.6% to 76.2%, while satisfaction with the time taken to complete repairs increased from 69.4% to 73.2% – the largest improvement across the perception measures. Satisfaction that homes are well maintained also increased from 72.3% to 74.5%.
Housemark’s analysis also found that repairs backlogs fell by 8% compared with the previous year, reflecting the sector’s continued focus on existing homes and core services.
While overall satisfaction is rising, complaints volumes continue to grow as recording improves and tenants become more confident in using complaints mechanisms to seek redress. Stage 1 median complaint rates increased by 11.6% and Stage 2 increased by 32.9% during the year. Landlords are also responding more quickly, with more than 94% of complaints now handled within target timescales. Satisfaction with complaints handling increased to 37%, although it remains one of the sector’s lowest-scoring measures.
Jonathan Cox, Chief Data Officer at Housemark, said: “These results provide encouraging evidence that investment in homes and core services is starting to translate into improved tenant satisfaction. Repairs performance is improving across the sector and we’re beginning to see the link between operational improvements and resident perception.
“However, the results also show that challenges remain. Complaints volumes continue to rise and progress on communication and engagement measures is gradual. Landlords should use this data to understand where improvement is needed and take action now to strengthen services and build tenant trust.”
The report also showcased a number of other significant findings, such as satisfaction in home safety increasing to 79%. Other statistics however were not as glowing, with a fall in the proportion of landlords reporting 100% gas safety compliance, satisfaction with handling of antisocial behaviour remaining unchanged and London landlords reporting below average satisfaction when compared with the rest of the country.
The findings show that increased investment in repairs and maintenance is beginning to translate into higher levels of tenant satisfaction. However, communication, engagement and complaints handling remain key areas for improvement.
