New research from Housemark shows the mid-year results of tenant satisfaction measures (TSMs) in England for 2023 encompassing the aggregated TSMs from around 200 housing providers.
Tenants’ overall satisfaction has continued to fall, from 85 per cent (2018/19) to 76 per cent (2022/23) and further down to 72 per cent after six months of the 2023/24 reporting period.
The average TSMs for safety compliance were close to 100 per cent (across all five activities covered by the headline TSM), with tenants generally satisfied that their homes were safe and well-maintained.
In terms of housing providers listening to tenants and taking action, this area averaged one of the lowest TSM scores at only 61 per cent.
Housing providers’ handling of tenants’ complaints was the lowest scoring TSM, with only 34 per cent of tenants satisfied.
