Housemark: Tenant satisfaction nears 75% as investment in homes improves perceptions
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Housemark’s latest Tenant Satisfaction Measure (TSM) early findings report has found that overall tenant satisfaction has increased to 74.2%, up from 72.6% in the previous year, amid ongoing investment in existing homes and repairs influencing tenant satisfaction levels.
The report gives an early view of 2025/26 Tenant Satisfaction Measure (TSM) results in the run up to the Regulator of Social Housing’s national publication later in 2026.
The findings are based on data coming from 223 registered providers managing 2.7 million homes, which is the equivalent to 64% of the social housing stock in England.
According to an estimation from Housemark, between 50,000 and 100,000 tenants’ perceptions changed during the year from dissatisfied or neutral to one of the satisfied categories.
The biggest improvements were found in repairs and maintenance services. Satisfaction with repairs increased from 73.6% to 76.2%, while satisfaction with the time taken to deliver repairs increased from 69.4% to 73.2% – This amounts to the biggest improvement within the perception measures.
Additionally, satisfaction that homes are well maintained rose from 72.3% to 74.5%.
Compared to the previous year, it was also found that repairs backlogs decreased by 8%.
However, complaints continue to grow. Stage 1 median complaint rates rose by 11.6% and Stage 2 increased by 32.9% during the year.
Landlords are also responding more quickly, with over 94% of complaints now addressed within targeted timescales. Satisfaction with complaints handling increased to 37%.
Jonathan Cox, chief data officer at Housemark, said: “These results provide encouraging evidence that investment in homes and core services is starting to translate into improved tenant satisfaction.
“Repairs performance is improving across the sector and we’re beginning to see the link between operational improvements and resident perception.”
Cox added: “However, the results also show that challenges remain. Complaints volumes continue to rise and progress on communication and engagement measures is gradual.
“Landlords should use this data to understand where improvement is needed and take action now to strengthen services and build tenant trust.”
The findings also show that satisfaction that the home is safe rose from 78.4% to 79.3%.
Compared with a national median of 74.2%, housing associations recorded overall satisfaction of 78.2%.
Shared owners had an overall satisfaction of 48.3%, compared with 74.2% for renters.
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