Tenant Satisfaction Measures for 2024/25
86%
Overall satisfaction with our Low Cost Rented Accommodation service.
59.7%
Overall satisfaction with our Low Cost Home Ownership service.
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Tenant Satisfaction Measures (TSMs) were introduced by the Regulator of Social Housing in 2023 to assess landlords’ performance in providing good quality homes and services.
Here you can find details of our second set of results covering 2024/25.
Learn about our approach to collecting feedback for the 2024/25 TSMs here.
Our specialist research partners, Acuity, have been busy contacting residents to get feedback on what we’re doing well, and where we need to change.
We asked residents:
Taking everything into account, how satisfied or dissatisfied are you with the service provided by Anchor?
Overall satisfaction with our Low Cost Rented Accommodation service.
Overall satisfaction with our Low Cost Home Ownership service.
Overall satisfaction with our Low Cost Rented Accommodation service is 86%, an increase from last year’s result of 83.7%.
Overall satisfaction with our Low Cost Home Ownership service is 59.7%, a decrease from last year’s result of 66.3%.
| Low Cost Rented Accommodation | Low Cost Home Ownership | |||
| TSM Survey Question | 2023/24 | 2024/25 | 2023/24 | 2024/25 |
| TP01: Overall satisfaction | 83.7% | 86% | 66.3% | 59.7% |
These measures apply only for Low Cost Rented Accommodation.
| Low Cost Rented Accommodation | ||
| TSM Survey Question | 2023/24 | 2024/25 |
| TP02: Satisfied with the overall repairs service | 86.8% | 86.2% |
| TP03: Satisfied with the time taken to complete most recent repair | 84.6% | 81.1% |
| TP04: Satisfied that home is well maintained | 85.4% | 87.2% |
| RP01: Percentage of homes that do not meet the Decent Homes Standard | 0.3% | 0.04% |
| RP02(1): Proportion of non-emergency responsive repairs completed within the landlord’s target timescale | 77.2% | 78.5% |
| RP02(2): Proportion of emergency responsive repairs completed within the landlord’s target timescale | 62.7% | 62.4% |
Details of our target timescales for repairs are available here.
When asked if they are satisfied that their home is safe, 91.2% of Low Cost Rented Accommodation respondents felt satisfied, so did 71.7% of Low Cost Home Ownership respondents.
| Low Cost Rented Accommodation | Low Cost Home Ownership | |||
| TSM Survey Question | 2023/24 | 2024/25 | 2023/24 | 2024/25 |
| TP05: Satisfied that their home is safe | 90.7% | 91.2% | 85.9% | 71.7% |
| Both services | ||
| TSM Survey Question | 2023/24 | 2024/25 |
| BS01: Proportion of homes for which all required gas safety checks have been carried out | 100% | 99.4% |
| BS02: Proportion of homes for which all required fire risk assessments have been carried out | 100% | 99.9% |
| BS03: Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out | 100% | 100% |
| BS04: Proportion of homes for which all required legionella risk assessments have been carried out | 100% | 99.9% |
| BS05: Proportion of homes for which all required communal passenger lift safety checks have been carried out | 99.7% | 99.6% |
| Low Cost Rented Accommodation | Low Cost Home Ownership | |||
| TSM Survey Question | 2023/24 | 2024/25 | 2023/24 | 2024/25 |
| TP06: Satisfied that resident views are listened to and acted upon | 73.6% | 74.9% | 48.1% | 40% |
| TP07: Satisfied we keep residents informed about things that matter to them | 87.3% | 88.8% | 73.7% | 64.3% |
| TP08: Agree we treat residents fairly and with respect | 85.5% | 89% | 70.2% | 60% |
| Low Cost Rented Accommodation | Low Cost Home Ownership | |||
| TSM Survey Question | 2023/24 | 2024/25 | 2023/24 | 2024/25 |
| TP09: Satisfaction with approach to handling complaints | 40.9% | 41.6% | 25% | 24.5% |
| CH01(1): Number of stage one complaints received per 1,000 homes | 55 | 46 | 46 | 31.3 |
| CH01(2): Number of stage two complaints received per 1,000 homes | 5 | 4.4 | 5 | 4.8 |
| CH02(1): Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales | 76.9% | 85.7% | 64.9% | 84.6% |
| CH02(2): Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 76.1% | 81.5% | 50% | 100% |
| Low Cost Rented Accommodation | Low Cost Home Ownership | |||
| TSM Survey Question | 2023/24 | 2024/25 | 2023/24 | 2024/25 |
| TP10: Satisfaction with the cleanliness and maintenance of communal areas | 89.3% | 90.7% | 79.5% | 74.5% |
| TP11: Satisfaction with Anchor’s contribution to the neighbourhood | 80.4% | 82.5% | 61.3% | 46.2% |
| TP12: Satisfaction with Anchor’s approach to handling of antisocial behaviour | 74.5% | 76.4% | 60.4% | 45.3% |
| Both services | ||
| TSM Survey Question | 2023/24 | 2024/25 |
| NM01(1): Number of anti-social behaviour cases, opened per 1,000 homes | 18 | 25.6 |
| NM01(2): Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes | 0.4 | 0.3 |
Anchor Hanover Group acts as the corporate trustee for a small number of almshouses which are also registered with the Regulator of Social Housing. The TSMs for these separate entities are reported separately below.
Tenant Satisfaction Measures for 2024/25 for Corporate Trusts
You can find further details of our first set of results against the Tenant Satisfaction Measures below.
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