- Nearly 500,000 tenants were surveyed by large landlords.
- 70% of tenants in low cost rental housing are satisfied with their landlord’s overall services.
- 18% of tenants reported dissatisfaction with overall service.
- Safety compliance for gas stood at 99.7%, for fire at 98.7%, asbestos and water at 97.9%, and lift checks at 97.8%.
- Only 36% of tenants were satisfied with how complaints are handled.
- Shared owners reported lower satisfaction levels, at 48%.
- 79% of 11 million non-emergency repairs were completed within target time.
- This is the second year of TSM data collection, showing modest improvements.
- RSH will follow up with landlords showing significant outlier results.
- 22 TSMs are used, including 12 based on tenant opinion and 10 based on management data.
Mixed Sentiments in Second Year of Tenant Satisfaction Evaluation
The Regulator of Social Housing (RSH) has published its latest review of tenant satisfaction across major social landlords for the year ending in November 2025. Drawing feedback from nearly half a million residents through the Tenant Satisfaction Measures (TSMs), the report provides a snapshot of performance in critical areas such as safety, repairs, communication, and complaint handling.
Findings from Low Cost Rental Accommodation
In the case of low cost rental accommodation, 70% of tenants reported that they were content with their landlord’s services. However, 18% expressed dissatisfaction. Satisfaction levels were particularly higher where tenants felt safe in their homes and experienced respectful interactions.
Safety and Repairs Score Strongly
The majority of landlords demonstrated strong adherence to safety requirements. Compliance rates were recorded at nearly 100% for essential gas checks, with fire, lift, asbestos, and water compliance also remaining well over 97%. Additionally, around 79% of the 11 million recorded non-emergency repairs were carried out within the agreed timeline over the past year.
Complaint Handling Remains a Key Weak Spot
A major pain point for tenants continues to be complaint handling. Only 36% of surveyed tenants expressed satisfaction in this regard, indicating a sizable gap in landlord responsiveness. Further, shared ownership renters were found to be less content overall compared to other tenant segments, clocking only a 48% satisfaction rate.
RSH to Engage with Outlier Landlords
RSH has confirmed that it will further investigate landlords displaying unusually low satisfaction scores or discrepancies in reported safety compliance. The regulator aims to enhance accountability across the sector through inspections, data review, and direct engagement.
About the TSM Assessment Structure
The Tenant Satisfaction Measures consist of 22 parameters, with 12 relying on tenant perception and 10 supported by landlord-reported data. These measures help gauge service effectiveness, uphold transparency, and enable data-driven improvements.
RSH Continues Focus on Sector Transparency and Service Quality
With the second year of TSM submissions now complete, RSH highlighted gradual improvements in key areas, particularly safety. Chief Executive Fiona MacGregor noted that these insights will support better strategic decisions and foster stronger tenant engagement moving forward.