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Tenant satisfaction measures

Find out how customers rate our services and where we’re making improvements.

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What you need to know

Tenant Satisfaction Measures (TSMs) show how well we’re delivering our homes and services. Set by the Regulator of Social Housing, they combine customer feedback with performance data so you can see how we’re doing and where we need to improve.

What are Tenant Satisfaction Measures?

The Tenant Satisfaction Measures (TSMs) assess how well social landlords are delivering homes and services for their customers. They cover areas such as overall satisfaction, repairs, building safety, complaint handling, neighbourhood management and how customers are treated.

The measures combine customer feedback with information we already collect about our performance, helping to provide a balanced view of the customer experience.

What do our results tell us?

Our TSM results help us understand what we are doing well and where we need to improve. We use the findings to inform service improvements, shape priorities and monitor our progress over time.

As all social landlords now report against the same measures, the results also help customers compare performance across the sector.

How do we collect customer feedback?

We run an ongoing customer perception survey throughout the year to understand how customers feel about the services we provide. The survey is carried out independently by our research partner, IFF Research, who contact customers by phone or email and ask a range of questions linked to the TSMs.

Customers are selected at random to take part and all feedback is used to help improve our services and inform decision-making across Riverside.

How we use your feedback

Listening to customers is central to how we improve. Feedback gathered through our TSM surveys helps us identify areas for improvement, shape investment decisions and ensure customer priorities are reflected in our plans and services.

Where customers tell us they are dissatisfied, we use those insights to better understand issues and take action where improvements are needed.

How we’re performing

These results show our 2025/26 performance in England. Riverside Scotland is reported separately under Scottish regulations.

Understanding our results:

The large percentage is our overall result. Where relevant, we also show:

  • LCRA – rented homes, including social, supported, retirement living and intermediate rent
  • LCHO – shared ownership homes

How satisfied are our customers?

Our Tenant Satisfaction Measures show how customers feel about the overall service they receive from Riverside. The results below show our overall satisfaction score, with a breakdown by customer type.

66.9% 

Breakdown
LCRA: 69.5%  |  LCHO: 35.7%

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Keeping properties in good repair

*Based on LCRA only

* emergency repairs target timescales are 1-4 hours for most urgent and 12-24 hours
and non-emergency repairs target timescales are 20 working days and 40 working days


Maintaining building safety

*Based on LCRA & LCHO

Respectful and helpful engagement


Effective handling of complaints

*calculated as the number of complaints per 1,000 homes.

Responsible neighbourhood management

*calculated as the number of ASB cases per 1,000 homes.


How customers feel in your area

Tenant Satisfaction Measures (TSMs) give us an overall picture of how customers feel about our services. We also break down the results by region, so you can see how experiences differ across the country and how we’re performing in the areas where our customers live.

See your local results

Previous performance

Take a look at what customers have told us in the past.

2024-25

Overall satisfaction

TSM Survey QuestionLCRALCHOCombined
TP01: Overall satisfaction 66.6% 34.1%  64.1%

Keeping properties in good repair

These measures apply only for Low Cost Rented Accommodation.

TSM Survey QuestionLCRALCHOCombined
TP02: Satisfied with the overall repairs service  70.0% - -
TP03: Satisfied with the time taken to complete most recent repair  67.5% - -
TP04: Satisfied that home is well maintained 66.8% - -
RP01: Percentage of homes that do not meet the Decent Homes Standard  0.5% - -
RP02(1): Proportion of non-emergency responsive repairs completed within the landlord’s target timescale 86.1% - -
RP02(2): Proportion of emergency responsive repairs completed within the landlord’s target timescale 76.1% - -

Maintaining building safety

TSM Survey QuestionLCRALCHOCombined
TP05: Satisfied that their home is safe 74.5% 55.3% 73.2%
BS01: Proportion of homes for which all required gas safety checks have been carried out 99.7% 99.7% 99.7%
BS02: Proportion of homes for which all required fire risk assessments have been carried out 99.7% 99.7% 99.7%
BS03: Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out 98.5% 98.5% 98.5%
BS04: Proportion of homes for which all required legionella risk assessments have been carried out 99.5% 99.5% 99.5%
BS05: Proportion of homes for which all required communal passenger lift safety checks have been carried out 98.6% 98.6% 98.6%

Respectful and helpful engagement

TSM Survey QuestionLCRALCHOCombined
TP06: Satisfied that resident views are listened to and acted upon  58.6% 24.2% 56.1%
TP07: Satisfied we keep residents informed about things that matter to them 67.3% 41.8% 65.3%
TP08: Agree we treat residents fairly and with respect  73.1% 44.6% 71.0%

Effective handling of complaints

TSM Survey QuestionLCRALCHOCombined
TP09: Satisfaction with approach to handling complaints  33.8% 12.5% 31.8%
CH01(1): Number of stage one complaints received per 1,000 homes 88.6 100.3 89.5
CH01(2): Number of stage two complaints received per 1,000 homes  17.9 31.8 19.0
CH02(1): Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales 65.4% 43.1% 63.4%
CH02(2): Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. 51.5% 48.2% 51.1%

Responsible neighbourhood management

TSM Survey QuestionLCRALCHOCombined
TP10: Satisfaction with the cleanliness and maintenance of communal areas  62.9% 37.4% 60.5%
TP11: Satisfaction with our contribution to the neighbourhood 57.7% 30.8% 55.7%
TP12: Satisfaction with our approach to handling of antisocial behaviour  55.1% 28.6% 53.4%
NM01(1): Number of anti-social behaviour cases, opened per 1,000 homes  51.3 17.6 48.6
NM01(2): Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes 0.9 0.8 0.9

We also break down the results by region, so you can see how experiences differ across the country and how we’re performing in the areas where our customers live.

See your local results

2023-24

Overall satisfaction

TSM Survey QuestionLCRALCHOCombined
TP01: Overall satisfaction68.0%33.3% 65.3%

Keeping properties in good repair

These measures apply only for Low Cost Rented Accommodation.

TSM Survey QuestionLCRALCHOCombined
TP02: Satisfied with the overall repairs service 70.9%--
TP03: Satisfied with the time taken to complete most recent repair 67.2%--
TP04: Satisfied that home is well maintained67.6%--
RP01: Percentage of homes that do not meet the Decent Homes Standard 0.1%--
RP02(1): Proportion of non-emergency responsive repairs completed within the landlord’s target timescale85.7%--
RP02(2): Proportion of emergency responsive repairs completed within the landlord’s target timescale82.3%--

Maintaining building safety

TSM Survey QuestionLCRALCHOCombined
TP05: Satisfied that their home is safe76.2%57.5%76.2%
BS01: Proportion of homes for which all required gas safety checks have been carried out98.6%88.2%98.5%
BS02: Proportion of homes for which all required fire risk assessments have been carried out99.0%98.4%99.0%
BS03: Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out99.3%93.2%99.2%
BS04: Proportion of homes for which all required legionella risk assessments have been carried out99.9%100.0%99.9%
BS05: Proportion of homes for which all required communal passenger lift safety checks have been carried out95.9%89.4%95.1%

Respectful and helpful engagement

TSM Survey QuestionLCRALCHOCombined
TP06: Satisfied that resident views are listened to and acted upon 58.2%23.9%55.7%
TP07: Satisfied we keep residents informed about things that matter to them67.8%40.4%65.7%
TP08: Agree we treat residents fairly and with respect 72.7%43.6%70.6%

Effective handling of complaints

TSM Survey QuestionLCRALCHOCombined
TP09: Satisfaction with approach to handling complaints 35.2%16.0%33.5%
CH01(1): Number of stage one complaints received per 1,000 homes128.2100.4126.0
CH01(2): Number of stage two complaints received per 1,000 homes 18.421.218.6
CH02(1): Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales77.6%
80.3%
77.8%
CH02(2): Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.75.5%88.8%76.7%

Responsible neighbourhood management

TSM Survey QuestionLCRALCHOCombined
TP10: Satisfaction with the cleanliness and maintenance of communal areas 62.6%41.2%60.6%
TP11: Satisfaction with our contribution to the neighbourhood58.3%29.9%
56.2%
TP12: Satisfaction with our approach to handling of antisocial behaviour 57.5%25.2%55.4%
NM01(1): Number of anti-social behaviour cases, opened per 1,000 homes 52.320.252.3
NM01(2): Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes0.60.00.6