Tenant Satisfaction Measures (TSMs) 2024 to 2025
Tenant Satisfaction Measures (TSMs) 2024 to 2025
The Regulator of Social Housing has introduced a set of Tenant Satisfaction Measures (TSMs) as part of the Social Housing Regulatory Act 2023.
The TSMs track how well social landlords are doing in providing quality homes and services. As a social housing provider, we must report our results every year. The contents below cover the period from 1 April 2024 to 31 March 2025.
What we are measuring
The measures focus on five key themes. These are:
- housing repair
- building safety
- engagement
- complaints
- neighbourhood management
There are 22 performance measures that we must report on. These are made up of:
- 12 tenant perception measures collected via a random sample of council tenants that represent tenant satisfaction with the services we provide
- 10 management information measures that use our internal performance data
The measures help us understand our performance and where we need to improve.
Appendices
View TSM appendices: survey approach, survey questions and social housing stock definitions
Tenant perception measures
| Measure | Camden | Housemark London median* |
|---|---|---|
| TP01: Overall satisfaction | 71% | 61% |
| TP02: Satisfaction with repairs | 64.5% | 64% |
| TP03: Satisfaction with the time taken to complete a repair |
58.4% | 63% |
| TP04: Satisfaction that the home is well maintained |
64.8% | 63% |
| TP05: Satisfaction that the home is safe | 77.2% | 69% |
| TP06: Satisfaction that the landlord listens to views and acts on them | 55.9% | 53% |
| TP07: Satisfaction that the landlord keeps them informed about things that matter to them |
75.2% | 71% |
| TP08: Agreement that the landlord treats tenants fairly and with respect |
77.2% | 71% |
| TP09: Satisfaction with the landlord’s approach to handling complaints |
28.3% | 27% |
| TP10: Satisfaction that the landlord keeps communal areas clean and well maintained |
75.3% | 64% |
| TP11: Satisfaction that the landlord makes a positive contribution to neighbourhoods |
76.3% | 66% |
| TP12: Satisfaction with the landlord’s approach to handling anti-social behaviour |
57.9% | 59% |
* The London Median is as of April 2025 and refers to benchmarking data collected by Housemark, an independent housing research company.
Management information measures
| Measure | Camden | Housemark London Median |
|---|---|---|
| Number of stage 1 complaints received per 1,000 homes | 106.4 | 72.2 |
| Measure | Camden | Housemark London Median |
|---|---|---|
| Number of stage 2 complaints received per 1,000 homes | 24.3 | 18.6 |
Most complaint escalations to stage 2 are due to a failure to carry out the actions offered at stage 1, such as repairs or enforcement action on noise issues.
| Measure | Camden | Housemark London Median |
|---|---|---|
| Stage 1 complaints responded to within 15 working days | 89.3% | 76.5% |
A high volume of Stage 2 complaints has impacted our ability to consistently meet our response time targets, resulting in a lower percentage for 2024/2025 of complaints responded to within time.
To address this, we are exploring options to strengthen the team, which includes potentially recruiting additional Complaint Officers. We are tightening our process of escalation with the repairs team including the new completion team for any outstanding actions to resolve a complaint and/or when information is required to address the substantive issues of a complaint.
| Measure | Camden | Housemark London Median |
|---|---|---|
| Stage 2 complaints responded to within 25 working days | 52.8% | 73% |
| Measure | Camden | Housemark London Median |
|---|---|---|
| ASB cases per 1,000 homes | 32.9 | 22.4 |
Since last year Camden has implemented its ASB policy and moved case managed to Civica, the regulatory services management software used by our community safety team, which has led to significant improvements in record keeping.
This has led to a more accurate figure of Camden’s ASB caseload relative to the previous year. The new policy takes a resident-centred approach to ASB, using risk assessments, ASB action plans, and a strong focus on prevention, early intervention and support. The Policy received input from the Housing and Property Residents Panel.
| Measure | Camden | Housemark London Median |
|---|---|---|
| ASB cases per 1,000 homes | 0.2 | 1.2 |
Hate-related incidents in Camden are very infrequent, and when they do occur, they typically involve verbal harassment and shouting with racial content. Camden’s ASB policies and taskforce will include specific measures for addressing hate-related incidents.
| Measure | Camden | Housemark London Median |
|---|---|---|
| Percentage of homes | 6 | 6.9 |
The percentage of homes that do not meet the Decent Homes Standard figure is similar to the London median.
We reduced the absolute number of homes that fail to meet the Decent Homes Standard by a third since 23/24, reflecting Camden’s commitment to improving its repairs process. We are developing a programme of works to address the decent homes failures that remain within the stock.
The need to proactively maintain homes and make sure they meet the decent homes standard is a major focus of the asset management strategy which was developed and approved this year.
| Measure | Camden | Housemark London Median |
|---|---|---|
| Percentage of non-emergency repairs completed within target timescale | 84.5 | 78.8 |
In addition, we have improved our performance relative to 2023/24 for responding to non-emergency and emergency repairs, particularly for the former, though we continue to prioritise finite resources on priorities such as disrepair, damp and mould, and fire safety works. We have commenced better IT system integration across M&E contractors (e.g. heating, electrics, and lifts) to update our data systems in real time.
| Measure | Camden | Housemark London Median |
|---|---|---|
| Percentage of emergency repairs completed within target timescale | 85.9 | 96.3 |
Performance by our in-house repairs team was higher at 92%. For M&E contractors, improved IT integration will help to make sure order completion is captured in real time.
To improve performance, we are targeting additional plumbing and jetting resources to improve response times. We are also focussed on better housekeeping of data to remove duplicate orders on communal repairs.
Camden has taken significant steps towards addressing the potential hazards which may have prohibited lift safety checks, which has led to improvements in BS05 (percentage of relevant homes for which lift safety checks have been performed) since 2023/25. For BS01, BS02 and BS04, obtaining secure access to properties and their respective facilities remains a challenge.
| Measure | Camden | Housemark London Median |
|---|---|---|
| Percentage of homes for which all required gas safety checks have been carried out | 99.1 | 99.8 |
This measure covers annual checks to over 13,600 individual gas boilers and 157 communal gas boilers, which supply over 9,000 homes. There is a robust process in place to deliver gas checks to domestic boilers, and almost all homes have checks in place. However, in a small number of cases there are challenges in securing access, and ultimately some become legal cases. Obtaining access via legal order is a slow process and usually results in a property being recorded as non-compliant due to no access.
Via the Resident Safety Charter, the Council will communicate the importance of these checks.
| Measure | Camden | Housemark London Median |
|---|---|---|
| Percentage of homes for which all required fire risk assessments have been carried out | 98.4 | 99.9 |
is covers Fire Risk Assessments (FRA) to all blocks with communal areas. The frequency is between 1 and 3 years depending on the risk level of the building. The gap in compliance at year-end relates to a small number of blocks where Camden is not the freeholder. We are working with these freeholders to obtain evidence that the FRAs have been completed.
| Measure | Camden | Housemark London Median |
|---|---|---|
| Percentage of homes where required asbestos management surveys or re-inspections have been carried out | 99.9 | 100 |
This measure covers checks to ensure the Council is managing asbestos risks in line with the relevant regulations.
The homes where there is a small proportion of non-compliance are:
- street properties which have communal areas and do not currently have a universal key fitted to the communal door, where the Council is making ongoing efforts to secure access
- homes where Camden is not the freeholder and has not yet obtained the necessary evidence from the responsible freeholder
Staff in the Council continue to work to make the necessary arrangements to ensure these surveys are completed.
| Measure | Camden | Housemark London Median |
|---|---|---|
| Percentage of homes for which all required legionella risk assessments have been carried out | 99.9 | 100 |
This measure covers water risk assessments (WRA) to both domestic and communal systems. Many homes will require both WRAs, and both must be up to date for the home to be compliant under the TSM.
| Measure | Camden | Housemark London Median |
|---|---|---|
| Percentage of homes for which all required communal passenger lift safety checks have been carried out | 98.3 | 98.8 |
There were 562 lifts in the council's blocks at year-end, which serve about 10,000 social homes. In many cases, a home is served by 2 lifts, and both must be compliant for the home to be compliant.
The lift checks, called LOLER, are carried out separately from monthly servicing and are carried out by a company appointed under the building insurance policy with Zurich.