Tenant Satisfaction Measures (TSMs)
The national Regulator of Social Housing’s annual Tenant Satisfaction Measures Survey (TSMs) gives tenants the opportunity to have their say, understand their landlord’s performance and provide an insight into where improvements are required.
There are 22 measures in total and 12 of these are based on our tenants’ satisfaction with different aspects of our service. The other 10 focus on how we provide landlord services, including safety and repairs.
Our latest survey was carried out in autumn 2025. It was sent to a random sample of 5,000 tenants and we received responses from 992 tenants (563 by post, 262 online and 167 via telephone interview), giving a margin of error of +/-3%.
We were pleased that nearly all of our results showed a positive trend. The top three improved response areas since the previous year are:
- Communal areas being clean and well maintained (now 69%, up from 57% in 2024)
- Tenants feeling their home is well maintained (75%, up from 67%)
- Tenants feeling their landlord makes a positive contribution to the neighbourhood (61%, up from 54%)
The results show us where tenant satisfaction is improving, as well as where it could be better. Our focus for the year ahead is to work with tenants to understand how we can get better. All our tenant panels (see page 21) discussed the results at their February 2026 meetings, making suggestions on how to increase satisfaction in target areas and improve response rates for future surveys.
The table shows North Tyneside's 2025 results for each measure highlighted in blue, with figures for the two previous years and the national median average alongside for comparison.
|
Measure |
2023 % |
2024 % |
2025% |
National median average % |
|---|---|---|---|---|
| Overall satisfaction |
69% |
71% |
72% |
65% - 79% |
| Satisfaction with a repair in the last 12 months |
70% |
70% |
75% |
67% - 80% |
| Time taken to complete last repair |
65% |
67% |
73% |
63% - 77% |
| Home is well maintained |
66% |
67% |
75% |
66% - 78% |
| Home is safe |
70% |
74% |
75% |
72% - 83% |
| Being kept informed |
60% |
63% |
67% |
66% - 77% |
| Listens to views and acts on them |
49% |
50% |
55% |
54% - 69% |
| Treat fairly and with respect |
70% |
71% |
76% |
73% - 84% |
| Approach to complaint handling |
33% |
43% |
39% |
30% - 42% |
| Communal areas clean and well maintained |
54% |
57% |
69% |
61% - 73% |
| Positive contribution to the neighbourhood |
52% |
54% |
61% |
58% - 72% |
| Approach to anti-social behaviour |
44% |
52% |
53% |
55% -66% |
You can read the full survey report on the Our North Tyneside Voice website. For a paper copy, please call 0191 643 2828. We will publicise the survey results via the council’s social media and in the council magazine delivered to homes.