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 information (10 measures)
These measures are designed to provide transparency to tenants about their landlord’s performance and are divided into five categories:
- Overall satisfaction.
- Keeping homes in good repair.
- Maintaining building safety.
- Effective handling of complaints.
- Responsible neighbourhood management.
You can see the results from our Tenant Perception Survey and management systems below.
Summary of Survey Approach: how was our latest Tenant Perception Survey carried out?
- Our latest Tenant Perception Survey was carried out when we were known as Bolton at Home. We became Be One Homes on 1 April 2026.
In September 2025, we had 18,156 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 1,028 surveys.
Between 18 September to 10 November 2025, a total of 1,067 interviews were completed, exceeding the minimum requirements set out by the Regulator of Social Housing.
Interviews were carried out mainly by telephone, allowing customers to clarify any questions or responses. To broaden the reach of the survey, we invited a small number of customers to complete surveys either digitally or by post, where we did not hold a phone number for them.
The survey, data collection, and reporting was conducted by Kwest Research and we’re required to submit these to the Regulator of Social Housing by 30 June 2026.
See our TSMs results collected from Tenant Perception Surveys (on customer satisfaction)
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:
2025/26 result:
2024/25 result:
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 our TSMs generated from management information (on performance)
We'll publish our 2025/26 TSMs generated from management information soon.
In the meantime, we've included our TSMs generated from management information in 2024/25.
The next 10 Tenant Satisfaction Measures (TSMs) results were collected from our management systems:
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. 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 (2024/25 result):
NM01 (part 2): Number of antisocial behaviour cases that involve hate incidents opened per 1,000 homes (2024/25 result):
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 (2024/25): 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 (2024/25): 16,882
- Number of responsive repairs completed during the reporting year (2024/25): 62,112
- Number of outstanding responsive repairs that had not been completed ('work-in-progress') at year end (2024/25): 9,094
Stage One Complaints:
CH01 (part one): Number of stage one complaints received per 1,000 homes (2024/25):
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 (2024/25):
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) (2024/25):
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) (2024/25):
Stage Two Complaints:
CH01 (part two): Number of stage two complaints received per 1,000 homes (2024/25):
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)?
2025/26 TSMs results overview: what you've told us and what we're doing about it:
Thank you to everyone who took part in our Tenant Perception Survey which took place in Autumn 2025. Here’s a summary of the results and what we’re doing in response:
Overall customer satisfaction is up:
- This year, 73% of customers told us they are satisfied with our overall service. This is a big improvement from last year (66%) and is above the national average for social housing providers.
We’ve seen improvements in 10 out of the 12 areas we asked about, which shows the changes we’ve been making are starting to have a positive impact.
What's working well:
Customers told us they are more satisfied with:
- How we listen and respond to your views.
- Being treated fairly and with respect.
- How well we keep you informed.
- Feeling safe in your home.
- Our contribution to neighbourhoods.
- How we deal with anti social behaviour.
Repairs:
We know timely repairs matter to customers, and since the time of the survey being carried out, our on-time performance of routine and urgent repairs has increased from 72% between April and September 2025 to 84.64% between October and March 2026.
- Satisfaction with the overall repairs service fell very slightly from 72.8% to 72.2%.
- Satisfaction with the time taken to complete repairs increased slightly from 69.3% to 69.4%.
Complaints handling:
Satisfaction with how we handle complaints has improved slightly from 36.8% to 37.1%.
Like other housing providers, this is one of our lowest scoring areas. We’re continuing to make improvements to services to avoid complaints occurring and when they do happen we want to resolve them fully at Stage 1.
What we're doing next:
Based on what you’ve told us, we’re already taking action by:
- Introducing a new repairs system in 2026 which will help us ensure on time appointments, and less missed appointments.
- Introducing smarter scheduling so the right colleague arrives with the right tools first time.
- Continuing our new approach to damp and mould, ensuring all works are completed in line with Awaab’s law timeframes.
Keeping you informed:
We’ll publish our management TSMs on our website by 30 June 2026 and continue to update you on what’s changing as a result of your feedback.
Your views help shape our services. We may not always be able to act on everything straight away, but we’re committed to listening, learning, and explaining what we’re doing and why.
Thank you for having your say.
Looking for ways to be involved and tell us what you think?
We want to give you more opportunities to share your views to help us improve our services. You can tap here for a full list of ways you can be involved in our decision making.
Want to share your feedback on this page?
Regardless of whether it’s positive or negative, we’d love to hear your feedback and/or suggestions to help us make this page even better. Please let us know by emailing: RVC@beonehomes.com.
