These are a set of measures introduced by the Regulator of Social Housing to make it really easy for social housing tenants to see how their landlord is performing.
The measures focus on five key themes:
- Keeping properties in good repair
- Maintaining building safety
- Effective handling of complaints
- Respectful and helpful engagement
- Responsible neighbourhood management
At ForHousing we ask a company called KWEST to contact tenants by phone to ask for feedback in these areas. This is to ensure the surveys are carried out independently.
Each month we ask around 160 tenants to give us their views. Tenants are chosen at random, but we make sure that the surveys represent our tenants, including age, ethnicity, and other characteristics. We also ensure the type and location of their homes is representative of the homes we manage.
This means KWEST may target some tenants to ensure required numbers are reached. If you are selected to take part you will never be asked to share any of your personal information such as your date of birth or your bank details.
We will then publish our results every few months so they are up to date. We know being surveyed by phone isn’t suitable for everyone, so we will carry out some surveys in other ways such as tenant meetings at our extra care schemes.
We publish two reports, depending on how much detail you’d like.
Our Tenant Satisfaction Measures (summary) gives a quick overview. Click here to read the 2024-25 report.
The Perception Survey report is for those who would like to look a bit deeper, this report includes survey demographics and more detailed findings. Read the Perception Survey Report.
How we perform against the sector
Our Tenant Satisfaction Measures results show how we perform on each measure compared with:
- The Regulator of Social Housing (RSH) median for England
- HouseMark median figures (English landlords)
- Greater Manchester Housing Providers (GMHP) median figures
These comparisons are shown in the Tenant Satisfaction Measures (summary) report above.
For a more detailed breakdown, you can also view our annual Tenant Satisfaction Measures results by area and property type. Read the 2025-2026 full breakdown.
You can now see performance from April 2026 against our targets:
What our icons mean:
-
On or above targets
-
Heading in the right direction
-
We still have lots to do
Overall satisfaction
-
65.6%
of tenants that are satisfied
We achieved
65.6%
Target set at
75%
Keeping homes in good repair
-
71.4%
of tenants are satisfied with repairs
We achieved
71.4%
Target set at
75%
-
67.3%
of tenants are satisfied with time taken to complete most recent repair
We achieved
67.3%
Target set at
72%
-
67.8%
of tenants are satisfied that their home is well maintained
We achieved
67.8%
Target set at
78%
Maintaining building safety
-
79.6%
of tenants are satisfied that their home is safe
We achieved
79.6%
Target set at
80%
Respectful and helpful engagement
-
66.9%
of tenants that are satisfied we listen to their views and act upon them
We achieved
66.9%
Target set at
73%
-
75.4%
of tenants are satisfied that we keep tenants informed about things that matter to them
We achieved
75.4%
Target set at
79%
-
79.3%
of tenants agree that we treat tenants fairly and with respect
We achieved
79.3%
Target set at
86%
Effective handling of complaints
-
27.6%
of tenants are satisfied with our approach to handling complaints
We achieved
27.6%
Target set at
45%
Responsible neighbourhood management
-
74.5%
of tenants are satisfied that we keep communal areas clean and well maintained
We achieved
74.5%
Target set at
70%
-
78.3%
of tenants are satisfied that we make a positive contribution to neighbourhoods
We achieved
78.3%
Target set at
78%
-
73.6%
of tenants are satisfied with our approach to handling anti-social behaviour
We achieved
73.6%
Target set at
74%
We are committed to being open and transparent about how we are performing. As well as publishing our Tenant Satisfaction Measures (TSMs), we regularly share performance information with tenants through our Together with Tenants Charter, which sets out the standards you can expect from us and how we are delivering against them.
Performance information is also shared with our involved tenant groups, who review the data in more detail. This helps to drive meaningful scrutiny activity, where tenants independently examine our services, challenge performance and make recommendations for improvement.
We also demonstrate how tenant feedback is shaping our services through our ‘You said, we listened’ page, where we highlight the improvements we have made in response to what you have told us.
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