What are the Tenant Satisfaction Measures (TSMs)?
- Registered providers of social housing in England must meet Tenant Satisfaction Measures (TSMs) requirements.
The TSMs include collecting and reporting on performance using 22 defined measures from:
- A Tenant Perception Survey (12 measures)
- Our management systems (10 measures)
These measures are designed to provide transparency to tenants about their landlord’s performance and are divided into five categories:
- Building Safety
- antisocial behaviour
- Decent Homes Standard and Repairs
- Complaints
- Tenant Perception Measures
You can see the results from our Tenant Perception Survey and management systems below.
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How was our latest Tenant Perception Survey carried out?
- Please note: Our 2024 to 2025 Tenant Perception Survey was carried out when we were known as Bolton at Home.
In September 2024, we had 18,101 occupied households. To meet the sample size set by the Regulator of Social Housing in the Tenant Satisfaction Measures guidelines, we needed to complete a minimum of 1,014 surveys.
Between 30 September and 13 November 2024, a total of 1,085 surveys were completed. There were 1,056 telephone surveys and 29 postal surveys.
Telephone surveys allow the interviewer and tenant to clarify any questions or responses. For customers where there is no telephone number available, they could potentially be selected to take part through a postal survey.
Postal surveys were sent in a small number of cases, where the tenants circumstances meant that a telephone survey wouldn’t be appropriate.
The survey, data collection, and reporting was conducted by TLF Research.
See the results from our Tenant Perception Survey (2024 to 2025)
TP01. Percentage of tenants who report that they are satisfied with the overall service from their landlord:
TP02. Percentage of tenants who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service (for low-cost rental accommodation only):
TP03. Percentage of tenants 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 (for low-cost rental accommodation only):
TP04. Percentage of tenants who report that they are satisfied that their home is well maintained (for low-cost rental accommodation only):
TP05. Percentage of tenants who report that they are satisfied that their home is safe:
TP06. Percentage of tenants who report that they are satisfied that their landlord listens to tenant views and acts upon them:
TP07. Percentage of tenants who report that they are satisfied that their landlord keeps them informed about things that matter to them:
TP08. Percentage of tenants who report that they agree their landlord treats them fairly and with respect:
TP09. Percentage of tenants who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling:
TP10. Percentage of tenants with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained:
TP11. Percentage of tenants who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood:
TP12. Percentage of tenants who report that they are satisfied with their landlord’s approach to handling antisocial behaviour:
Additional question: percentage of tenants who report that they are satisfied that the landlord has considered fire and building safety in their home:
See Tenant Satisfaction Measures results from our management systems (2024 to 2025)
The next 10 Tenant Satisfaction Measures (TSMs) results were collected from our management systems in March 2025:
While the 12 Tenant Satisfaction Measures results above were collected from our most recent Tenant Perception Survey, the next 10 were collected from our management systems in March 2025. Some of these results are split into two parts:
Building Safety:
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 which all required communal passenger lift safety checks have been carried out:
Antisocial Behaviour:
NM01 (part 1): Number of antisocial behaviour cases opened per 1,000 homes:
NM01 (part 2): Number of antisocial behaviour cases that involve hate incidents opened per 1,000 homes:
The Decent Homes Standard and Repairs:
RP01: Proportion of homes that do not meet the Decent Homes Standard:
RP02 (part 1): Proportion of Non-Emergency* responsive repairs completed within the landlord’s target timescale:
RP02 (part 2): Proportion of Emergency** responsive repairs completed within the landlord’s target timescale:
*Tap here to see our repairs timescales for Non-emergency repairs as of March 2025
What is your maximum target timescale for non-emergency repairs used to calculate RP02 (part 1)?
64 working days.
Did you have more than one target timescale for non-emergency repairs?
Yes.
If you do have more than one target timescale for non-emergency repairs, then please provide a brief outline of what timescales you use.
- Urgent repair: three and seven calendar days.
- Responsive repair: 21 calendar days.
- Routine repair: 90 calendar days.
Non-Emergency repairs timescales for properties which were previously managed by Arcon Housing Association:
Arcon fully merged with Be One Homes (then Bolton at Home) on 31 March 2024:
- Urgent repair: 10 working days.
- Responsive repair: 20 working days.
These repairs timescales are included as context for the TSMs reported from our management systems and are correct as of March 2025.
**Tap here to see our repairs timescales for Emergency repairs as of March 2025
What is your maximum target timescale for emergency repairs used to calculate RP02 (part 2)?
36 hours.
Did you have more than one target timescale for emergency repairs?
Yes.
If you do have more than one target timescale for emergency repairs, then please provide a brief outline of what timescales you use.
This includes any exceptional timescales which have been excluded from your maximum target stated above (36 hours).
- Extreme emergency: four hours.
- Emergency: 36 hours.
Exceptional timescales have been excluded from the maximum target mentioned above (36 hours). 94 (out of 21,287) emergency appointed jobs had a timescale of 72 hours.
Emergency repairs timescales for properties which were previously managed by Arcon Housing Association:
Arcon fully merged with Be One Homes (then Bolton at Home) on 31 March 2024:
- Extreme emergency: four hours.
- Emergency: 24 hours.
These repairs timescales are included as context for the TSMs reported from our management systems and are correct as of March 2025.
Repairs contextual information:
- Number of responsive repairs raised during the reporting year: 86,056
- Number of responsive repairs closed during the reporting year for any reason apart from completion. This includes all responsive repairs that have been cancelled (whether by the landlord or at tenant request) and any responsive repairs that have been reclassified as planned or cyclical works: 16,882
- Number of responsive repairs completed during the reporting year: 62,112
- Number of outstanding responsive repairs that had not been completed ('work-in-progress') at year end: 9,094
Stage One Complaints:
CH01 (part one): Number of stage one complaints received per 1,000 homes:
CH02 (part one): Percentage of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales of within 10 working days of the complaint being acknowledged:
Contextual: out of the number of stage one complaints made by tenants during the reporting year, what number were responded to within Complaint Handling Code timescales (without the use of the 10-day extension for complex complaints permitted in the Code)?
Contextual: out of the number of stage one complaints made by tenants during the reporting year, what number were responded to within Complaint Handling Code timescales (with the use of the 10-day extension for complex complaints permitted in the Code)?
Stage Two Complaints:
CH01 (part two): Number of stage two complaints received per 1,000 homes:
CH02 (part two): Percentage of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales of within 20 working days of the complaint being acknowledged:
Contextual: out of the number of stage two complaints made by tenants during the reporting year, what number were responded to within Complaint Handling Code timescales (without the use of the 20-day extension for complex complaints permitted in the Code)?
Contextual: out of the number of stage two complaints made by tenants during the reporting year, what number were responded to within Complaint Handling Code timescales (with the use of the 20-day extension for complex complaints permitted in the Code)?
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