Your feedback is important to us at Thirteen. It helps us understand what we’re doing well, where we need to improve, and how we can make things better for you.
It’s also important across the housing sector. Similar organisations collect the same feedback so we can all learn and improve together.
To make this clearer, the Regulator of Social Housing has introduced Tenant Satisfaction Measures (TSMs). These measures hold housing providers to account and give you a clear view of how we’re performing.
You can learn more about the Tenant Satisfaction Measures on the government's website.
Tenant Satisfaction Measures FAQs
What are TSMs?
Tenant Satisfaction Measures are a set of standards that all social housing providers must report on.
From 1 April 2023, all housing providers started collecting data and surveying customers over a 12-month period.
This information was reported to the Regulator of Social Housing in summer 2024 and is now publicly available for everyone to view.
There are 22 measures in total, split into two parts:
- 10 performance measures – collected through our management information
- 12 customer perception measures – gathered by surveying customers directly
These measures cover key areas:
- overall satisfaction
- keeping properties in good order
- maintaining building safety
- safety checks
- respectful and helpful engagement
- effective handling of complaints/ASB
- responsible neighbourhood management
How are we collecting data from our customers?
TLF Research is our customer research partner.
Since 30 May 2023, they’ve been contacting a random selection of customers to get feedback on the 12 customer perception Tenant Satisfaction Measures.
The survey takes about 12 minutes to complete, and your feedback helps us improve the services you use every day.
View our Tenant Satisfaction Measures questionnaire.
See a summary of our survey approach.
TLF Research is based in Huddersfield, West Yorkshire. If they call you, the number will start with 01484.
If you don’t want to take part, just let the surveyor know and you won’t receive any more calls.
If you’ve opted out of surveys before and want to take part this time, contact us and we’ll add you back to the list.
What will happen to my answers?
The responses will be collected by Thirteen monthly and used to drive service improvements.
Annually, they will be submitted to the Regulator of Social Housing who will track the sectors performance to see where improvements can be made.
Our customer perception results
The results below cover the period October 2025 - December 2025 (Q2) and the year to date (YTD).
| Tenant Satisfaction Measures (TSMs) | Q2 Rental properties | YTD Rental properties | Q2 Low cost home ownership properties | YTD Low cost home ownership properties |
|---|---|---|---|---|
| Overall satisfaction | 78.4% | 78.5% | 66.7% | 62.9% |
| Satisfied with the repairs service | 79.6% | 81.7% | N/A | N/A |
| Satisfied with the time taken to complete your latest repair | 77.7% | 79.0% | N/A | N/A |
| Satisfied with how well your home is maintained | 81.6% | 81.2% | N/A | N/A |
| Satisfied your home is a safe place to live | 84% | 85.0% | 81.8% | 81.4% |
| Satisfied we listen to your views and act upon them | 73.9% | 72.9% | 62.1% | 50.0% |
| Satisfied we keep you informed on things that matter | 78.8% | 79.0% | 63.3% | 61.5% |
| Satisfied we treat you fairly and with respect | 84.0% | 83.5% | 76.5% | 67.8% |
| Satisfied with our approach to complaints | 52.6% | 44.3% | 41.7% | 32.3% |
| Satisfied we keep communal areas clean and well maintained | 78.2% | 80.1% | 20.0% | 56.1% |
| Satisfied we make a positive contribution to your neighbourhood | 76.1% | 75.4% | 52.2% | 56.7% |
| Satisfied with how we handle anti-social behaviour | 72.8% | 69.5% | 42.1% | 50.5% |
Annual customer perception survey results
You can view our previous annual customer perceptions results:
- 2024-2025 results
- 2023-2024 results
Our annual management performance results
The table below shows our management performance information between April 2024 - March 2025.
| Topic | Rental properties | Low cost home ownership | Combined |
|---|---|---|---|
| Complaints | |||
| Number of stage one complaints received per 1,000 homes | 57.73 | 78.64 | N/A |
| Number of stage two complaints received per 1,000 homes | 6.35 | 10.87 | N/A |
| Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales | 97.79% | 97.56% | N/A |
| Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales | 93.93% | 100% | N/A |
| Anti-social behaviour | |||
| Number of anti-social behaviour cases opened per 1,000 homes | N/A | N/A | 83.57 |
| Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes | N/A | N/A | 1.56 |
| Building safety | |||
| Proportion of homes for which all required gas safety checks have been carried out | N/A | N/A | 99.95% |
| Proportion of homes for which all required fire risk assessments have been carried out | N/A | N/A | 100% |
| Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out | N/A | N/A | 100% |
| Proportion of homes for which all required Legionella risk assessments have been carried out | N/A | N/A | 100% |
| Proportion of homes for which all required communal passenger lift safety checks have been carried out | N/A | N/A | 100% |
| Decent homes standard and repairs | |||
| Proportion of homes that do not meet the Decent Homes Standard | 0.003% | N/A | N/A |
| Proportion of non-emergency responsive repairs completed within the landlord’s target timescale | 77.2% | N/A | N/A |
|
Proportion of emergency responsive repairs completed within the landlord’s target timescale* |
95.31% | N/A | N/A |
Annual management performance information
You can view our previous annual customer perceptions results: