Tenant satisfaction survey results
Results of a yearly survey for tenant satisfaction from tenants whose homes or buildings we manage, using tenant satisfaction measures (TSMs) to rate our performance.
Tenant satisfaction measures (TSMs) help show how well we are doing at providing good quality homes and services. They help keep us focused on what we're doing well and where we need to improve. We get these from a yearly survey and from our own data as we carry out services.
We must publish results of a tenant satisfaction survey every year from people whose homes and buildings we manage and the management information data.
Summary of tenant satisfaction results for 2024/5
- Overall tenant satisfaction is higher than last year.
- In all other areas, we are performing at or above the London median (the middle result from all boroughs in London).
- Based on your feedback and our own data, we will focus on handling complaints better and keeping a high standard of building safety.
Tenant satisfaction survey results 2024/25
We held the 2024/2025 survey between August and November 2024.
| What we asked tenants about | How many were satisfied in 2024/25 | How many were satisfied in 2023/24 | London median 2023/24 |
|---|---|---|---|
| Overall satisfaction | 66.5% | 64.3% | 60.3% |
| Repairs satisfaction | 69.9% | 65.7% |
63.5% |
| Time it took to finish most recent repair | 68.1% | 63.5% | 61.7% |
| Maintenance of your home | 68.3% | 66% | 60.9% |
| Safety of your home | 71.3% | 69.4% | 66.8% |
| If we listen to you and do something about it | 59.3% | 56.7% | 51.4% |
| If we keep you informed about things that matter | 72.5% | 71.7% | 66.7% |
| If we treat you fairly and with respect | 74.8% | 75.5% | 70.1% |
| Our approach to complaints | 25.3% | 25.6% | 26% |
| If we keep communal areas clean and maintain them | 67.3% | 64.3% | 62.4% |
| If we make a positive contribution to the neighbourhood | 70.8% | 69.9% | 62.5% |
| Our approach to handling anti-social behaviour | 60.6% | 59.5% | 58.3% |
How we collect and report results of the survey in 2024/25
We have 25,184 low-cost rental accommodation household in Islington.
- We completed 2,513 interviews from August to November 2024. We must collect at least 2,235 responses each year to make sure the data is accurate and that we are confident in our results.
- We used Kwest to make calls by phone - this is cost-effective, quick and easy. It also made it simple to check that we got responses from a broad range of Islington Council tenants.
- Kwest called at least five times per household to try and get a response.
To find out more about how we gathered the data for the survey, read the Tenant Perception Measure Methodology 2024/25 and Tenant Perception Questionnaire 2024/25.
Management information measures
We gather data on 10 management information measures across four areas. We collect them in landlord and management data throughout the year.
Management information measures report 2024/25
This report is for 1 April 2024 to 31 March 2025.
| Description of standard | Percentage or number for 2024/25 | Percentage or number for 2023/24 | London median 2023/24 |
|---|---|---|---|
| Completed gas safety checks | 99.6% | 99.7% | 99.7% |
| Completed fire safety checks | 99.9% | 98.8% | 99.7% |
| Completed asbestos management surveys or reinspections | 88.6% | 99.7% | 100% |
| Completed legionella (bacteria carried in water) risk assessments | 99.9% | 100% | 99.6% |
| Completed passenger lift safety checks | 100% | 82.6% | 98.5% |
| Number of opened anti-social behaviour cases (per 1,000 properties) | 36.8 | 12.3 | 32.1 |
| Number of opened anti-social behaviour cases that involve hate incidents (per 1,000 properties) |
0.2 | 0.2 |
0.5 |
| Homes that don't meet the Decent Homes Standard | 4% | 3.2% | 8.8% |
| Non-emergency repairs we responded to completed within our target timescale | 76.4% | 70.6% | 78.7% |
| Emergency repairs completed within our target timescale | 94.7% | 92.1% | 92.1% |
| Number of Stage 1 complaints received (per 1,000 homes) | 68.1 | 70.5 | 70.5 |
| Number of Stage 2 complaints relative to the size of the landlord (per 1,000 homes) | 16.9 | 19.1 | 11.8 |
| Proportion of Stage 1 complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales (see note below) | 62.4% | 74.8% | 74.8% |
| Proportion of Stage 2 complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales | 98.4% | 96.7% | 70.8% |
For Stage 1 complaints under the Housing Ombudsman's Complaint Handling Code timescale, we did not meet the Regulators’ technical requirements for calculating this number because of an issue with our systems. We are fixing this for 2025/26. Instead, we have calculated as close as possible to give the most accurate position we can.
Notes about the management information measures report for 2024/25
- Find out more about the Decent Homes Standard.
- We have to complete non-emergency repairs in 20 days.
- Other non-emergency repair timescales include 60 days for legal disrepair, insurance, forced entry appointments for gas servicing, and five days for a repair recall.
- We have to complete emergency repairs in 24 hours.
- If there's an immediate threat to health or safety, we must complete a repair in two hours.
How we collect and report on our tenant satisfaction measures
Since the introduction of tenant satisfaction measures, we’ve put clear procedures in place to make sure we are giving accurate data to the Regulator of Social Housing.
We’ve worked closely with our teams across the council to improve data collection so that we are all reporting the same way, and we can compare our performance with other local authorities to see how we are doing and find areas to improve. These include updates every quarter at meetings where we look at the data (these are called scrutiny meetings).
