How our tenants think we're doing
We carry out an annual Tenant Perception Measures Survey as part of the regulatory requirements set by the Regulator of Social Housing.
The survey collects your views and experiences which helps us to deliver the highest possible standard of service.
We'll publish the results each year to make sure we’re transparent and making improvements that keep your needs at the centre of everything we do.
See the questions from the tenant perception measures survey
| Reference number | What we asked our tenants | Percentage of satisfied responses from tenants (2023-2024) | Percentage of satisfied responses from tenants (2024-2025) |
| TP01 |
Overall satisfaction |
66.4% |
65.8% |
| TP02 |
Satisfaction with Repairs |
68.3% |
70.3% |
| TP03 |
Satisfaction with time take to complete most recent repair |
67% |
69.7% |
| TP04 |
Satisfaction that home is well maintained |
64.7% |
66.7% |
| TP05 |
Satisfaction that home is safe |
72.5% |
71.6% |
| TP06 |
Satisfaction that Redbridge Housing Services listen to views and acts upon them |
55.7% |
54.7% |
| TP07 |
Satisfaction that Redbridge Housing Services keeps tenants informed about things that matter |
71.3% |
73.3% |
| TP08 |
Satisfaction that Redbridge Housing Services treats tenants fairly and with respect |
73.4% |
73.8% |
| TP09 |
Satisfaction with Redbridge Housing Service’s approach to complaints |
24.1% |
25.4% |
| TP10 |
Satisfaction that Redbridge Housing Services keeps communal areas clean and well maintained |
65% |
66.8% |
| TP11 |
Satisfaction that Redbridge Housing Services makes a positive contribution to neighbourhood |
69.7% |
70.7% |
| TP12 | Satisfaction that Redbridge Housing Services approach to handling Anti-Social Behaviour |
59.7% |
61.4% |
Management information measures
There are 10 management information measures across four areas. They are collected as landlord and management data.
| Landlord measure reference | Description of standard | Percentage 2023-2024 | Percentage 2024-2025 |
|---|---|---|---|
|
RP01 |
Homes that do not meet the Decent Homes Standard |
99.8% |
99.4% |
|
RP02.1 |
Non-emergency repairs completed within target timescale |
98.5% |
96.2% |
|
RP02.2 |
Emergency repairs completed within target timescale |
100% |
100% |
|
BS01 |
Gas safety checks completed |
99.8% |
99.4% |
|
BS02 |
Fire safety checks completed |
98.5% |
96.2% |
|
BS03 |
Asbestos safety checks completed |
100% |
100% |
|
BS04 |
Water safety checks completed |
100% |
99% |
|
BS05 |
Lift safety checks completed |
99.4% |
93.5% |
|
CH01.1 |
Number of Stage 1 complaints relative to the size of the landlord (number of complaints per 1,000 properties) |
43.7% |
54.9% |
|
CH01.2 |
Number of Stage 2 complaints relative to the size of the landlord (number of complaints per 1,000 properties) |
10.6% |
18.6% |
|
CH02.1 |
Stage 1 complaints responded to within Complaint Handling Code timescales |
72.7% |
76.5% |
|
CH02.2 |
Stage 2 complaints responded to within Complaint Handling Code timescales |
70.8% |
45% |
|
NM01.1 |
Anti-social behaviour cases relative to the size of the landlord (number of cases per 1,000 properties) |
12% |
13.1% |
|
NM01.2 |
Anti-social behaviour cases that involve hate incidents, relative to the size of the landlord (number of cases with hate incidents per 1,000 properties) |
0.2% |
3.2% |
Methodology for tenant perceptions survey 2024/2025
Achieved sample size
The total number of responses collected was 1784.
Timing of survey
The survey was conducted from 19 April 2024 to 18 March 2025.
Collection methods
Data was collected through telephone and online. 95% of surveys were completed by telephone and 5% were completed online.
Sample method
A census approach was utilised.
Assessment of representativeness
Summary: The representativeness of the sample was assessed against the relevant tenant population. This assessment considered characteristics such as age, gender, and housing type to ensure that the sample accurately reflected the demographics of our tenant base.
Weighting applied
Weighting was not applied to the survey
Role of external contractor
Contractor Name: KWEST Research
Responsibilities: The external contractor was responsible for collecting, generating, and validating the reported perception measures.
Exclusion of tenant households
No tenant households were excluded from the sample frame due to exceptional circumstances.
Meeting sample size requirements
There were no failures to meet the required sample size requirements as stipulated.
Incentives for survey completion
No incentives were offered to tenants to encourage survey completion.
Methodological issues
There were no additional methodological issues identified that are likely to have a material impact on the tenant perception measures reported.
