Tenant satisfaction measures
As part of new national standards introduced by the Regulator of Social Housing, we are now required to report on how well we’re performing as a social housing provider. These standards, known as Tenant Satisfaction Measures (TSMs), are designed to give tenants a stronger voice and help hold landlords to account.
The Council has already completed two tenant perception surveys, one in 2023 and another more recently in 2024. For transparency, we have published both sets of results below. The results were also published in the tenant newsletters. Our 2025 survey is expected to open again in the summer.
We are thrilled that our results in 2024 saw a marked improvement accross all Tenant Perception Measures, which shows that Tenants have seen an improvement in our service. We have also seen improvements accross other measures too, namely higher compliance with Building safety.
For more infomation about how we approached the survey, please see our summaries of approach section.
Our Results
| Code |
Tenant satisfaction measure |
2023/24 |
2024/25 |
| TP01 |
Proportion of respondents who report that they are satisfied with the overall service from their landlord. |
68.0% |
77.3% |
| TP02 |
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service. |
72.8% |
78.7% |
| TP03 |
Proportion of respondents who have received in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair. |
68.7% |
73.1% |
| TP04 |
Proportion of respondents who report that they are satisfied that their home is well maintained. |
64.4% |
74.4% |
| TP05 |
Proportion of respondents who report that they are satisfied that their home is safe. |
70.2% |
81.0% |
| TP06 |
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. |
53.9% |
61.9% |
| TP07 |
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. |
59.5% |
66.3% |
| TP08 |
Proportion of respondents who report that they agree their landlord treats them fairly and with respect. |
71.1% |
78.7% |
| TP09 |
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling. |
34.2% |
48.3% |
| TP10 |
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. |
55.2% |
59.6% |
| TP11 |
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. |
51.2% |
57.6% |
| TP12 |
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour. |
49.3% |
54.0% |
Building safety
|
Code
|
Tenant satisfaction measure
|
2023/24
|
2024/25
|
|
BS01
|
Proportion of homes for which all required gas safety checks have been carried out.
|
99.9%
|
100%
|
|
BS02
|
Proportion of homes for which all required fire risk assessments have been carried out.
|
95.3%
|
100%
|
|
BS03
|
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.
|
99.5%
|
99.1% |
|
BS04
|
Proportion of homes for which all required legionella risk assessments have been carried out.
|
100.0%
|
100%
|
|
BS05
|
Proportion of homes for which all required communal passenger lift safety checks have been carried out.
|
100.0%
|
100%
|
Anti-social behaviour
|
Code
|
Tenant satisfaction measure
|
2023/24
|
2024/25
|
|
NM01 (pt1)
|
Number of anti-social behaviour cases opened per 1,000 homes.
|
49.8
|
105.1 |
|
NM02 (pt2)
|
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes.
|
1.4
|
1.4
|
Decent homes standard and repairs
|
Code
|
Tenant satisfaction measure
|
2023/24
|
2024/25
|
|
RP01
|
Proportion of homes that do not meet the Decent Homes Standard.
|
3.9%
|
2.5%
|
|
RP02 (1)
|
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale.
|
67.3%
|
91.4% |
|
Rp02 (2)
|
Proportion of emergency responsive repairs completed within the landlord’s target timescale.
|
95.3%
|
100%
|
Complaints
|
Code
|
Tenant satisfaction measure
|
2023/24
|
2024/25
|
|
CH01(1)
|
Number of stage one complaints received per 1,000 homes.
|
27.7
|
34.7 |
|
CH01(2)
|
Number of stage two complaints received per 1,000 homes.
|
4.1
|
4.7
|
|
CH02(1)
|
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
|
89.3%
|
93.5%
|
|
CH02(2)
|
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
|
100.0%
|
100%
|
Why do we have to collect and publish TSMs?
From 1 April 2023, all social housing providers, including Dover District Council, must collect and report data on key service areas such as:
- Tenant Perception
- Repairs and maintenance
- Building safety checks
- Handling of complaints
We’ll be gathering this information through our usual performance monitoring processes, as well as through new tenant perception surveys that ask residents directly about their experiences.
The introduction of TSMs follows the government’s 2020 Social Housing White Paper, The Charter for Social Housing Residents, which set out a vision for safer, fairer, and more transparent housing services. The Regulator of Social Housing is responsible for overseeing compliance with these new standards.
Summaries of approach
Summaries of approach tell you how we approached and conducted each tenant survey. The summaries cover key asepcts such as how the surveys were designed, the methods of distribution and collection, when the surveys were opened and for how long, how we analyse and report on the results and from the results what actions we should take to imporve future surveys and the housing service as a whole.
Webpage last updated: 20 March 2025