Last updated:
11th August 2025
Tenant Satisfaction Measures
How we measure our housing performance
Since 2023 the Regulator of Social Housing (RSH) has set a number of perception and management measures for all social housing landlords to provide information on, called the Tenant Satisfaction Measures.
How we measure our performance
The measures focus on issues that matter most to tenants. For example, repairs, safety, complaints, and anti-social behaviour. They help us understand how well we're doing and where we need to improve as a housing provider.
There are 22 Tenant Satisfaction Measures. We measure 10 of these directly (the management measures). For the perception based questions we worked with an external provider called GovMetrics, that enabled the service to send more surveys through digital communication methods via email and text messages.
The tables below highlights how Wokingham performed from the 2023 survey to 2024:
Tenant Perception Measures
| Measure | 2023/24 | 2024/25 |
| Satisfaction with overall service from the council | 81.0% | 64.1% |
| Satisfaction with repairs service | 82.1% | 68.5% |
| Satisfaction with time taken for most recent repair | 82.2% | 69.8% |
| Satisfaction that the home is well maintained | 81.4% | 64.6% |
| Satisfaction that the home is safe | 85.4% | 68.6% |
| Satisfaction that the council listens to tenant views and acts upon them | 63.6% | 51.0% |
| Satisfaction that the council keeps tenants informed about things that matter to them | 67.4% | 59.9% |
| Agrees that the council treats tenants fairly and with respect | 69.7% | 68.7% |
| Satisfaction with council’s approach to complaint handling | 47.8% | 38.0% |
| Satisfaction that council keeps communal areas clean and well maintained | 69.1% | 67.9% |
| Satisfaction that council contributes positively to the neighbourhood | 47.8% | 45.3% |
| Satisfaction with anti-social behaviour case handling | 28.4% | 44.5% |
Management Information Measures
| Measure | 2023/24 | 2024/25 |
| Stage 1 complaints for every 1,000 homes | 39.1 | 51.4 |
| Stage 2 complaints for every 1,000 homes | 13.8 | 10.3 |
| Percentage of Stage 1 complaints responded to on time | 73.7% | 66.7% |
| Percentage of Stage 2 complaints responded to on time | 48.5% | 70.4% |
| ASB cases opened for every 1,000 homes | 49.3 | 45.3 |
| ASB cases involving hate incidents for every 1,000 homes | 0.0 | 0.0 |
| Percentage of Homes not meeting the Decent Homes Standard | 0% | 0% |
| Percentage of Non-emergency repairs completed on time | 85.2% | 86.1% |
| Percentage of Emergency repairs completed on time | 100% | 88.9% |
| Percentage of Gas safety checks completed | 100% | 100% |
| Percentage of Fire risk assessments completed | 100% | 100% |
| Percentage of Asbestos safety checks completed | 100% | 100% |
| Percentage of Water safety checks completed | 100% | 100% |
| Percentage of Lift safety checks completed | 100% | 100% |
Summary of results
The summary below highlights the method undertaken to collect the results of the TSM (Tenant Satisfaction Measures) Survey and will published with our TSM.
a. Summary of achieved sample size (number of responses) – 501 responses in total were received, which equates to 20% of the housing stock.
b. Timing of survey – 2 December 2024, with a deadline of 6 January 2025 to complete the survey. We had a deadline of five weeks to allow tenants who received a paper copy of the survey ample time to complete and post the survey (using a pre-paid envelope supplied) to us. All results were collated after the final deadline.
c. Collection method(s) – A combination of email, SMS and postal surveys were utilised. For tenants with an active email address an email survey was sent, for those without an email address but mobile number a SMS survey was sent, and for tenants with only a landline number a postal survey was sent to ensure all tenants received the survey.
d. Sample method – Census approach, meaning the survey was sent to all tenants at the same time.
e. Summary of the assessment of representativeness of the sample against the relevant tenant population (including reference to the characteristics against which representativeness has been assessed) – The sample represented was General Needs (2,635 properties) and Sheltered stock tenants (262 properties).
f. Any weighting applied to generate the reported perception measures (including a reference to all characteristics used to weight results) – Weighting not applied.
g. The role of any named external contractor(s) in collecting, generating, or validating the reported perception measures – Gov Metrics was an external contractor/agency utilised to send the email and SMS surveys. Tenants who did not have access to email or mobile phone were sent a paper-based survey.
h. The number of tenant households within the relevant population that have not been included in the sample frame due to the exceptional circumstances described in paragraph 63 with a broad rationale for their removal – All tenants received a copy of the survey by relevant channel advising tenants to contact the service if they required an alternative format or language.
i. Reasons for any failure to meet the required sample size requirements summarised in Table 5 – Not applicable, required sample size achieved.
j. Type and amount of any incentives offered to tenants to encourage survey completion – Prize draw for £50 gift vouchers (3 available).
k. Any other methodological issues likely to have a material impact on the tenant perception measures reported. – None.
l. Rationale of methodology – We have used a census approach to most accurately represent our tenant base; with a small stock size of approximately 2,600, we wanted to include all tenants to maximise the potential response rate and generate as much data as possible. Likewise, no weighting was applied as we felt this would not be beneficial due to the response rate. We did not conduct telephone or face-to-face surveys as we do not have sufficient resources to do so. The incentive of a prize draw was used to increase interest in the survey and encourage more tenants to take part.
