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- 2024/25 Tenant Satisfaction Measures
2024/25 Tenant Satisfaction Measures
The table below details our return for 2024/25. We have also published our performance from 2023/24, so you can compare our results. We have also published the median sector scores. These were published in November 2025 by the Regulator of Social Housing. You can read the full report on the Social Housing Regulators website.
You can read our Statement of Approach which outlines how Acuity conducted our perception surveys including a copy of the questionnaire used. Perception surveys are used to collect our tenant satisfaction scores listed below. The other measures below are collected from our own systems and data we hold.
Repairs
| Tenant Satisfaction Measures | 2024/25 data | 2023/24 data | Sector median |
|---|---|---|---|
| RP01 Proportion of homes that do not meet Decent Homes Standard. | 15.96% | 7.6% | 0.5% |
| RP02 (1) Proportion of non-emergency responsive repairs completed within the landlord's target timescale. Target timescale for Babergh is 20 working days. | 47.5% | 55.2% | 81.5% |
| RP02 (2) Proportion of emergency responsive repairs completed within the landlord's target timescale. Target timescale for Babergh is 24 hours. | 78.9% | 57.7% | 95.3% |
| 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. | 64.8% | 66% | 73.6% |
| 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. | 57.3% | 55.6% | 69.5% |
| TP04 Proportion of respondents who report that they are satisfied that their home is well maintained. | 60.9% | 63.3% | 71.9% |
Building Safety
| Tenant Satisfaction Measure | 2024/25 data | 2023/24 data | Sector median |
|---|---|---|---|
| BS01 Proportion of homes for which all required gas safety checks have been carried out. | 99.8% | 98.8% | 100% |
| BS02 Proportion of homes for which all required fire risk assessments have been carried out. | 100% | 93.9% | 100% |
| BS03 Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. | 100% | 100% | 100% |
| BS04 Proportion of homes for which all required legionella risk assessments have been carried out. | 100% | 100% | 100% |
| BS05 Proportion of homes for which all required communal passenger lift safety checks have been carried out. | 100% | 100% | 100% |
| TP05 Proportion of respondents who report that they area satisfied that their home is safe. | 71.3% | 74% | 77.6% |
Customer Service
| Tenant Satisfaction Measure | 2024/25 data | 2023/24 data | Sector median |
|---|---|---|---|
| CH01 (1) Number of stage one complaints received per 1,000 homes. | 93.1 | 106.1 | 53.5 |
| CH01 (2) Number of stage two complaints received per 1,000 homes | 14.0 | 11.0 | 8.3 |
| CH02 (1) Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales of 10 working days. | 56.1% | 24.1% | 89.9% |
| CH02 (2) Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales of 20 working days. | 85.7% | 25.6% | 88.9% |
| 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. | 30.6% | 26.4% | 35.5% |
| TP06 Proportion of respondents who report that they are satisfied that their landlord listens to views and acts upon them. | 48.3% | 51.2% | 61.6% |
| TP07 Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter most to them. | 66.4% | 66.1% | 72% |
| TP08 Proportion of respondents who report that they agree their landlord treats them fairly and with respect. | 70.2% | 68% | 77.9% |
Neighbourhoods
| Tenant Satisfaction Measure | 2024/25 data | 2023/24 data | Sector median |
|---|---|---|---|
| NM01 Number of anti-social behaviour cases opened per 1,000 homes. | 30.9 | 28.7 | 35.5 |
| NM02 Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes. | 2.0 | 1.1 | 0.6 |
| TP10 Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clear and well maintained. | 58.9% | 63.2% | 66.7% |
| TP11 Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. | 52.2% | 59.1% | 64.6% |
| TP12 Proportion of respondents who report that they are satisfied with the landlord's approach to handling anti social behaviour. | 58.1% | 53.1% | 59.5% |
Overall satisfaction
| Tenant Satisfaction Measure | 2024/25 data | 2023/24 data | Sector media |
|---|---|---|---|
| TP01 Proportion of respondents who report that they are satisfied with the overall service from their landlord. | 63.1% | 64.2% | 71.8% |
What next?
We want to make sure that we are continuing to deliver the best services possible for our Tenants. We will be reviewing our TSM targets with our Tenant Board, to ensure that they hold us accountable for our performance and that we continue to improve in the areas where we need too.
We have a performance report which will be going to our Senior Leadership Team, our Tenant Board, and Cabinet each quarter. This gives them an overview of what is going well and where things need to improve. This will also be shared with our Overview and Scrutiny Committee twice a year.
We know the percentage of our homes that don't meet the Decent Homes Standard has increased from last year. Over the last 12 months, we have carried out a stock condition report on all our properties and now have a true picture of what work is required on our stock. Our Asset Management Strategy, and Asset Investment Programme, is being developed which will include planning on how we are going to improve our homes, mitigating any risks.
How we set our targets and benchmark our performance
We meet each year with our Portfolio Holders and our Tenant Board to review our performance against our tenant satisfaction scores for the previous year, and review sector performance based on Housemark's mid-year performance for scores from similar landlords to ourselves, and agree performance targets for the year ahead. Housemark is the housing sectors main benchmarking provider. They provide us with an annual report on our performance at the end of each calendar year, form the previous year.
For our compliance targets (Building Safety), we aim for 100% target completion within the prescribed timeframes, based on good practice and where applicable, Awaabs Law timescales.
For all other targets, we agree these with our Portfolio Holders and review these annually using data we get from our Housemark membership. We aim for median performance where we are below the median average, or the quartile above our current performance where we are already achieving the median or above.
What we have done as a result of TSM feedback
Below are some of the things we have done since we submitted our return to the Regulator in June 2025.
Improved repair appointments - our satisfaction scores around repairs told us that we needed to improve the time taken to complete a repair and that you wanted a service where you were able to book a repair appointment at the same time you reported it.
In July 2025, we launched our new Job Management System. This means when you contact us, you are give a date/time straight away. We send confirmation of these via text message, along with reminders and a messaged to alert you when we are on our way. This has seen an increase in tenant satisfaction, and we've received some great feedback from tenants about this new part of our repairs service. We have also appointed some new contractors to help us deal with our backlog of repairs and they support us during busy periods to ensure our tenants don't have to wait for their repairs appointment.
Getting to know you project - we have been working hard to understand the needs of our tenants and how we can adapt our services for them. For example, if a tenant tells us they are hard of hearing, and they need a text message or an email before we attend, we will do this. The data is used to help us monitor how our services are being delivered and also ensures that when we introduce a new policy or procedure, we are considering this information and delivering fair and equitable services for all our tenants.
Supporting scrutiny projects - feedback received through our tenant surveys has been used by our Tenant Board to identify areas they want to review. During 2025, the Board have chosen anti-social behaviour and complaints and these areas now have a comprehensive action plan to improve our performance. These plans have been developed by tenants who gave feedback, to ensure we continue to improve these services. In early 2026, our scrutiny group will be looking at communication and an action plan will be developed for this area. Read more about scrutiny projects.
Service standards - in line with helping to provide you with more information around our performance, we have been working with our tenants to develop a set of service standards which we will then report our performance against, to you, on a regular basis.
Tenant Board holding us to account - our Tenant Board continues to hold us to account and has set us ambitious targets to ensure our performance continues to grow. Portfolio Holders and tenants meet annually to review our targets. The Tenant Board receive a presentation twice a year on our TSM results, so they can see our progress and identify any areas of concern, meaning we can address these quickly.
Complaints - our Housing Complaints Taskforce meets quarterly to review performance and identify trends and captures lessons learnt as a result of tenant feedback through complaints.
Stop Social Housing Stigma - we continue to be proud members of the Stop Social Housing Stigma Campaign and have worked with tenants to identify actions we can take to help tackle the stigma that social housing tenants feel from their landlords. We give tenants the opportunity to sit on interview panels and ask questions of perspective candidates to ensure we are recruiting people with the right values and behaviours.