What are Tenant Satisfaction Measures?
In April 2023, the Regulator for Social Housing introduced a set of 22 performance measures that all social housing landlords must report on. The central aim of these measures are to provide customers with greater openness, accountability and transparency about how we are performing as a landlord and to inform the regulator about how we are complying with consumer standards.
These measures called the Tenant Satisfaction Measures (TSMs), consist of ten management performance measures collected directly from us, the landlord and 12 perception questions collected through surveying our customers directly. Each landlord is required to submit the results of these measures to the social housing regulator and also publish the results to customers at least annually as part of the Transparency, Influence and Accountability standard.
We started to collect the feedback from our first ever TSM survey on 1 April 2023 by sending a survey link to our customers in rented homes (low cost rental accommodation, or LCRA). The survey ran from 1 April 2023 until 31 March 2024 and replaces the Survey of Tenants and Residents (STAR) that was completed twice a year prior to the TSMs being introduced.
If you would like to find out more details on the TSMs and why they have been introduced, you can visit the gov.uk website here.
For more details on the Transparency, Influence and Accountability Standard that the TSMs relate to, please click here.
Our results for 2024/2025
Building Safety – LCRA & LCHO combined
BS01 – Proportion of homes for which all required gas safety checks have been carried out
BS02 – Proportion of homes for which all required fire risk assessments have been carried out
BS03 – Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out
BS04 – Proportion of homes for which all required legionella risk assessments have been carried out
BS05 – Proportion of homes for all which are required communal passenger lift safety checks have been carried out
Complaints – LCRA
CH01 (1) – Number of stage one complaints received per 1,000 homes
CH01 (2) – Number of stage two complaints received per 1,000 homes
CH02 (1) – Proportion of stage one complaints responded to within the Housing Ombudsman Complaint Handling Code timescales.
CH02 (2) – Proportion of stage two complaints responded to within the Housing Ombudsman Complaint Handling Code timescales.
Anti-social Behaviour – LCRA & LCHO combined
NM01 (1) – Number of anti-social behaviour cases, opened per 1,000 homes
NM01 (2) – Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes
Decent Homes Standard & Repairs – LCRA
RP01 – Proportion of homes that do not meet the Decent Homes Standard
RP02 (1) – Proportion of non-emergency responsive repairs completed within the landlords target timescale.
RP02 (2) – Proportion of emergency responsive repairs completed within the landlords target timescale
Tenant Satisfaction Measures – LCRA
TP01 – Proportion of respondents who report that they are satisfied with the overall service from their landlord
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
TP03 – Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair
TP04 – Proportion of respondents who report that they are satisfied that their home is well maintained
TP05 – Proportion of respondents who report that they are satisfied that their home is safe
TP06 – Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them
TP07 – Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them
TP08 – Proportion of respondents who report that they agree their landlord treats them fairly and with respect
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
TP10 – Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained
TP11 – Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood
TP12 – Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour
Survey Details
| Achieved sample size | Ongo received 1,584 responses from a required sample size required of 974. |
| Timing of survey | Our surveys had an earliest collection response date of 1st April 2024 and latest collection response date of 19th March 2025. |
| Collection methods |
To ensure all tenants had the opportunity to complete the TSM perception survey, we used a range of collection methods. Primarily, if we held an email address for a tenant, the survey invite was distributed via email. If email was not available, we sent an SMS survey invite. In both instances these contained a link to complete the survey online. These invites were sent on a rolling basis based on the anniversary of the tenancy start date. A follow up email and SMS reminder are sent to those who didn’t complete the survey initially. For tenants without an email address or mobile number, a letter copy of the survey was sent to them, along with a pre-paid envelope for the survey return. The accompanying letter explained that if they were unable to complete the survey in this format, they can contact us using the provided phone number to complete the survey over the phone and it also included information on how to request the survey in another language if required. The letters were sent in November 2024. Those with known literacy concerns were contacted by a member of staff from our own in house customer service team to complete the survey by telephone. The telephone surveys were carried out in February 2025. Summary of responses by survey collection method;
Our primary survey method is digital as this is more efficient in terms of costs to carry out and the speed of which results come back to us. However, we are also conscious that a minority of our tenants may not use the internet or have trouble reading so we have included the supplementary paper and telephone methods mentioned above. |
| Sample method | Census approach – all tenants in low-cost rental accommodation. (LCRA) |
| Representativeness |
To ensure the survey responses reflect the diversity of our tenants and the range of housing we manage, we assessed representation across the following nine characteristics:
By assessing representation across these factors, we can be confident that the views captured through the survey include the full spectrum of tenant experiences and perspectives. This helps ensure that all voices are heard and that the results genuinely reflect the communities we serve. Based on our assessment, we are satisfied that the sample achieved generally reflects our tenant population. Click here to see the demographics of those customers that responded in the 2024/25 survey. |
| Weighting of results | Weighting has not been applied. |
| External contractors | Datagraphic Ltd provided services for the distribution and collation of the mail surveys.
In conjunction with ourselves, the existing digital survey was translated in to a paper version able to be read via Optical Character Recognition(OCR). Datagraphic then distributed this survey, alongside a covering letter and freepost envelope to the list of recipients provided. Datagraphic also facilitated the scanning and processing of the returned mail surveys to provide us with the raw data for importing alongside our digital survey results. In addition to the raw data we were also provided with the scanned copies of the returned surveys which we spot checked to ensure accuracy in the collated data. |
| Exclusions due to exceptional circumstances | There have been no exclusions. |
| Reasons for any failure to meet the required sample size | Not applicable as sample size met. |
| Incentives offered | No incentives have been given to tenants to complete the survey. |
| Other methodological issues impacting on reported results |
Our methodology has changed from online only in 2023/24 to now also include letters and telephone calls for those tenants unable to complete the survey online and those with known literacy issues so that they are not excluded. |
| Exclusion of any tenant perception surveys | There have been no exclusions. |
| Visual features used alongside response options | No visual features have been used. |
| Repairs timescales | 24 hours – Emergency SLA, 7 calendar days – Week SLA, 28 calendar day – Month SLA, 84 calendar days – Quarter SLA |
| Complaints timescales | Same as the Housing Ombudsman’s Complaint Handling Code |
| Survey design | 12 x regulatory TSM questions 1 x open comment after satisfaction question TP01.The full survey design can be found here. |
Further details
There are 22 in total, and all social housing providers are required to report on them. These include;
- 10 performance measures that will be collected through providers directly.
- 12 customer perception survey measures that will be collected through contacting customers directly (this could be through email or text with a link to our survey).
The TSMs cover the following key areas:
- Overall satisfaction
- Keeping properties in good repair
- Maintaining building safety
- Respectful and helpful engagement
- Effective handling of complaints
- Responsible neighbourhood management
From April 2025 our approach to surveying has changed slightly, every household we have an email or mobile phone number for will be invited to take part in the survey, via text or email, three months after your tenancy anniversary month. For those households that we don’t have an email or mobile phone number for you’ll receive the survey in the post.
Example: If you moved in to your home on the 17th February 2005 and we have your email address, you’ll receive a survey via email on the 1st May. If we don’t have an email or mobile phone number we’ll send a paper copy of the survey with a freepost return envelope.
We may also send you a reminder to complete the survey in October and again in March of each year if we notice you haven’t yet had your say! We will only include one response per household.
As it is important to us that all customers have their say, please make sure that your email and mobile number we hold on record for you are up to date.
If you have opted out of our surveys before or would like to complete a survey with one of our agents, contact us via the methods below:-
- email: Enquiries@ongo.co.uk
- call: 01724 279900
The survey of 12 customer perception questions should take approximately 5 minutes to complete.
When undertaking a survey, providers must, as far as possible, generate a sample size for overall satisfaction (TP01) that meets the minimum level of statistical accuracy based on the number of stock, so for an association like Ongo we require approx. 974 responses, however as we take a ‘census’ approach where all households are welcome to take part in the survey annually, we provide the regulator with the feedback from all of our customers that participated whether the number of responses has been exceeded or not.
We want to make sure that all our tenants are listened to and represented fairly, so throughout the year we assess and check the following characteristics of all our respondents that we believe has an impact on satisfaction:-
- Age
- Disability
- Gender
- Religion
- Ethnicity
- Sexual Orientation
- Location
- Stock type
If we found that a particular characteristic has not been represented fairly, then we would apply ‘weighting’ to the overall TSM results, but we will confirm this against our results where this method has been applied.
The Regulator requires us to report on satisfaction for low-cost rental accommodation (LCRAs) if Ongo own more than 1,000 households, and low-cost home ownership (LCHO) if we own more than 1,000 units. As we do own more than 1,000 LCRA homes but not LCHO homes we are only required to provide data for our LCRA homes only.
Each landlord is required to publish their results, starting in Summer 2024, to give customers the opportunity to compare their landlord with others in the same sector.
We do not use incentives to encourage tenant participation of the survey but we do value your feedback and want to hear from you.
Our internal data team will analyse all the feedback received. The results of the survey will be published annually to our website and tenant Key News.
We may wish to contact you further about your answers to help us improve, however you are able to opt out of this at the end of the survey.
All results will be submitted annually to the Regulator of Social Housing so they can track each organisation and the sectors performance to see where improvements can be made.
All customers in our rented accommodation are invited to participate in the TSM survey. The easiest way for us to send you the survey link to you is via email or SMS so please ensure your contact details that you hold with us are kept up to date and we are notified of any changes. However, should you have any difficulty in completing the survey online, our Customer Experience team are always happy to help and find the best format or channel for you to be able to participate and have your say.
Previous results
| Number of responses | 1887 |
| Total relevant population | 10321 |
| Timing of survey | Between 1 April 2023 and 31 March 2024 |
| Collection method | Online only |
| Sample method | All tenants in low cost rental accommodation (census approach) |
| Summary of representativeness of the sample against the relevant tenant population | The sample achieved is broadly representative of the tenant population particularly in regard to stock type and the protected characteristics selected. We have used age, disability, gender, religion, ethnicity, sexual orientation, location and stock type as we believe these characteristics are important drivers of satisfaction and we want to make sure all our tenants are listened to and represented fairly.
Click here to see the demographics of those customers that responded in the 2023/24 survey. |
| Weighting used? | No |
| External contractors used? | No, our surveys are collected, generated and validated internally by our Data team, using survey specific software. |
| Number of tenant households excluded? | There are 0 tenant households excluded due to exceptional circumstances as described in paragraph 63 of the TSM guidance. |
| Sample size requirements? | 965 minimum responses required. Ongo have exceeded the minimum number and have included all responses. |
| Incentives? | There are no incentives given to tenants to complete the TSM survey |
| Questions asked? | 12 x regulatory TSM questions 1 x open comment after satisfaction question TP01. |
| Any other methodological issues likely to have a material impact on the tenant perception measures reported? | None |
Building Safety
| Code/description | LCRA & LCHO combined |
|---|---|
| BS01: Proportion of homes for which all required gas safety checks have been carried out | 100.0% |
| BS02: Proportion of homes for which all required fire risk assessments have been carried out | 99.9% |
| BS03: Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out | 95.4% |
| BS04: Proportion of homes for which all required legionella risk assessments have been carried out | 100.0% |
| BS05:Proportion of homes for all which are required communal passenger lift safety checks have been carried out | 100.0% |
Complaints
| Code/description | LCRA |
|---|---|
| CH01 (1): Number of stage one complaints received per 1,000 homes | 19.5 |
| CH01 (2): Number of stage two complaints received per 1,000 homes | 5.3 |
| CH02 (1): Proportion of stage one complaints responded to within the Housing Ombudsman Complaint Handling Code timescales. | 92.1% |
| CH02 (2): Proportion of stage two complaints responded to within the Housing Ombudsman Complaint Handling Code timescales. | 67.8% |
Anti-social Behaviour
| Code/description | LCRA & LCHO combined |
|---|---|
| NM01 (1): Number of anti-social behaviour cases, opened per 1,000 homes | 83.3 |
| NM01 (2): Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes | 1.2 |
Decent Homes Standard & Repairs
| Code/description | LCRA |
|---|---|
| RP01: Proportion of homes that do not meet the Decent Homes Standard | 1.3% |
| RP02 (1): Proportion of non-emergency responsive repairs completed within the landlords target timescale. | 81.6% |
| RP02 (2): Proportion of emergency responsive repairs completed within the landlords target timescale | 82.6% |
Tenant Satisfaction Measures
| Code/description | LCRA |
|---|---|
| TP01: Proportion of respondents who report that they are satisfied with the overall service from their landlord | 68.8% |
| 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 | 67.7% |
| TP03: Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair | 58.6% |
| TP04: Proportion of respondents who report that they are satisfied that their home is well maintained | 66.0% |
| TP05: Proportion of respondents who report that they are satisfied that their home is safe | 71.0% |
| TP06: Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them | 53.4% |
| TP07: Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them | 59.5% |
| TP08: Proportion of respondents who report that they agree their landlord treats them fairly and with respect | 68.5% |
| 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 | 32.3% |
| TP10: Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained | 66.1% |
| TP11: Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood | 54.4% |
| TP12: Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour | 47.5% |
