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Tenant satisfaction measures (TSMs) 2024/25

We’re required to report back to the Regulator of Social Housing on the work we do and what our customers think about it. We’re also required to publish that information so that you can see where we’re doing well, and where we need to improve. The Regulator calls this information Tenant Satisfaction Measures (TSMs), which have been introduced from 2023/24. The satisfaction scores below are for 2024/25 and are based on the responses we received from our low-cost rental accommodation housing stock.

For the year 2024/25… 73% of customers said they are satisfied with the overall service they receive from us.

Satisfaction

73.4% of respondents reported that they are satisfied with the overall service from us.

Repairs

75.4% of respondents who have received a repair in the last 12 months report they are satisfied with the overall repairs service.

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Time taken

69.3% of respondents who received a repair in the last 12 months reported that they are satisfied with the time taken to complete their most recent repair.

Well maintained

70.9% of respondents reported that they are satisfied that their home is well maintained.

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Safety

78% of respondents reported that they are satisfied that their home is safe.

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Listening

62.7% of respondents reported being satisfied that we listen to their views and act upon them.

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Informing

72.4% of respondents reported that they are satisfied that we keep them informed about things that matter to them.

Respect

80.1% of respondents agree that we treat them fairly and with respect.

Complaints

37.2% respondents who reported making a complaint in the last 12 months are satisfied with our approach to complaints handling.

Cleanliness

74.3% of respondents (who have communal areas) said they are satisfied that we keep communal areas clean and well maintained.

Anti-social behaviour

67.2% of respondents said they are satisfied with our approach to handling anti-social behavior.

Neighbourhood

66.8% said that they are satisfied that we make a positive contribution to our neighborhood.

How TSMs work

Calico Homes  commission Acuity, a market research company who specialise in the social housing sector, to carry out the survey with their customers annually.

The survey is a general satisfaction survey (perception survey) asking customers what they think about their home and the services provided by Calico Homes. The questions are based on the Tenant Satisfaction Measures (TSMs) introduced by the Regulator of Social Housing.

2024/25 TSM information

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