The Regulator of Social Housing uses Tenant Satisfaction Measures (TSMs) to show how well social landlords are providing good homes and services. They help you see how we are doing, hold us to account, and highlight where we need to improve.
There are 22 measures in total, including:
10 management information measures - these are measured directly by us through information we hold on our systems internally.
12 tenant perception measures - these are measured through feedback surveys also known as tenant perception surveys.
The TSMs cover five themes:
Keeping properties in good repair
Maintaining building safety
Respectful and helpful engagement
Effective handling of complaints
Responsible neighbourhood management
Overall satisfaction with the service provided by us
80%
2025/2026
81.7%
2024/2025
76.7%
2023/2024
How our performance compares
We want you to be able to compare how we perform against other housing associations. "Housemark" is an organisation which collects data from lots of housing associations across the country. In the final two columns of the tables below, you'll find the "median" performance figures collected by Housemark, these let you know whether we're performing above or below that benchmark.
The arrows in the "Magenta Year on Year" column show whether our performance has increased, decreased or stayed the same compared to the previous year.
| Increased |
| Decreased |
| Stayed the same |
Keeping properties in good repair
**Figures up to October 2025
Tenant Satisfaction Measures |
Magenta 2023/2024 |
Magenta 2024/2025 |
Magenta |
Magenta Year on Year Change |
Housemark Early Findings Median 2025/2026 |
Benchmark Median Comparison |
|---|---|---|---|---|---|---|
| Proportion of homes that do not meet the Decent Homes Standard. | 0% | 0% | Available end of March |  |
0.6% | N/A |
| Proportion of non-emergency responsive repairs completed within the landlord's target timescale. | 92.0% | 87.3% | 91.9%** |  |
87.5% | Above |
| Proportion of emergency responsive repairs completed within the landlord's target timescale. | 98.0% | 95.2% | 97.2%** | |
97.0% | Above |
| Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service. | 80.9% | 79.6% | 82% | |
74.9% | Above |
| Proportion of respondents who report that they are satisfied that their home is well maintained. | 70.9% | 75.6% | 77% | |
77.0% | Same |
The target timescales used to generate TSM RP02 (Repairs completed within target timescale) non-emergency repairs
Priority 2 | 5 working days |
Priority GA | 5 working days (gas non-emergency with appointment agreed outside of target time) |
Priority G2 | 5 working days (partial loss of heating) |
Priority 3 | 21 working days |
Priority D26 | 26 calendar days (damp and mould) |
The target timescales used to generate TSM RP02 (Repairs completed within target timescale) emergency repairs
Priority 1 | 24 hours |
Priority GE | 24 hours (gas emergency - risk to life) |
Priority GV | 24 hours (gas - vulnerable tenant) |
Priority G1 | 24 hours (gas - no heat / no hot water) |
Maintaining building safety
**Figures up to October 2025
| Tenant Satisfaction Measures | Magenta 2023/2024 | Magenta 2024/2025 | Magenta 2025/2026 |
Magenta Year on Year Change | Housemark Early Findings Median 2025/2026 | Benchmark Median Comparison |
|---|---|---|---|---|---|---|
| Proportion of homes for which all required gas safety checks have been carried out. | 100% | 100% | 100%** |  |
99.96% | Above |
| Proportion of homes for which all required fire risk assessments have been carried out. | 100% | 100% | 100%** | |
100% | Same |
| Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. | 100% | 100% | 100%** | |
100% | Same |
| Proportion of homes for which all required legionella risk assessments have been carried out. | 94.4% | 100% | 100%** | |
100% | Same |
| Proportion of homes for which all required communal passenger lift safety checks have been carried out. | 94.6% | 98% | 100%** | |
100% | Same |
| Proportion of respondents who report that they are satisfied that their home is safe. | 73.7% | 79.3% | 79% | |
80.3% | Below |
Respectful and helpful engagement
| Tenant Satisfaction Measures | Magenta 2023/2024 | Magenta 2024/2025 | Magenta 2025/2026 |
Magenta Year on Year Change | Housemark Early Findings Median 2025/2026 | Benchmark Median Comparison |
|---|---|---|---|---|---|---|
| Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. | 53.5% | 66.1% | 65% |  |
67.0% | Below |
| Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. | 60.8% | 72.5% | 71% | |
75.8% | Below |
| Proportion of respondents who report that they agree their landlord treats them fairly and with respect. | 78.5% | 80.2% | 80% | |
82.4% | Below |
Effective handling of complaints
*For measures per 1,000 homes, higher figures indicate worsening performance, lower figures indicate improvement
from last year.
**Figures up to October 2025
| Tenant Satisfaction Measures | Magenta 2023/2024 | Magenta 2024/2025 | Magenta 2025/2026 |
Magenta Year on Year Change | Housemark Early Findings Median 2025/2026 | Benchmark Median Comparison |
|---|---|---|---|---|---|---|
| Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord's approach to complaints handling. | 38.3% | 43.2% | 39% | |
40.0% | Below |
| Number of stage 1 complaints received per 1,000 homes.* | 72.1 | 76.0 | Not available mid year | |
52.2 | N/A |
| Number of stage 2 complaints received per 1,000 homes.* | 5.8 | 11.1 | Not available mid year | |
10.0 | N/A |
| Proportion of stage 1 complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales. | 95% | 87.7% | 100%** | |
94.1% | Above |
| Proportion of stage 2 complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales. | 82.2% | 87.1% | 94.4%** | |
96.0% | Below |
Responsible neighbourhood management
*For measures per 1,000 homes, higher figures indicate worsening performance, lower figures indicate improvement
from last year.
| Tenant Satisfaction Measures | Magenta 2023/2024 | Magenta 2024/2025 | Magenta 2025/2026 |
Magenta Year on Year Change | Housemark Early Findings Median 2025/2026 | Benchmark Median Comparison |
|---|---|---|---|---|---|---|
| Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. | 72% | 75.6% | 73% | |
72.6% | Above |
| Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. | 55.3% | 67.5% | 66% | |
70.0% | Below |
| Proportion of respondents who report that they are satisfied with their landlord's approach to handling anti-social behaviour. | 53.9% | 65.7% | 59% | |
63.0% | Below |
| Number of anti-social behaviour cases, opened per 1,000 homes.* | 27.8 | 24.2 | Not available mid year |
|
44.6 | N/A |
| Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes.* | 0.6 | 0.9 | Not available mid year | |
0.8 | N/A |
You can also find more information about the TSMs here.
Our Approach - TSM Tenant Perception Surveys
The Tenant Satisfaction Measures for Magenta Living were delivered independently by an expert market research company, to the Market Research Society Code of Conduct, and meet the requirements in the Regulator of Social Housing's Tenant Satisfaction Measures Standard and survey requirements. Magenta Living provided details of our full list of customers at the point at which the surveys were completed in September and October 2024. A sample of these customers were then surveyed. Results are calculated to the required 95% +/- 3% confidence level.
Population size 12545 Confidence Level 95% Margin of error +/- 3%
Ideal sample size 980 Surveys completed 1044
The survey was delivered by MARU/Matchbox. A copy of the survey is also provided that shows that the questions are in the order and style required. Magenta Living took the opportunity to ask additional questions to help us to develop a greater understanding of our customer base.
Magenta Living have over 12,000 Low Cost Rental Accommodation dwellings and fewer than 100 Low Cost Home Ownership dwellings and therefore completed the perception surveys for the Low Cost Rental Accommodation. A total of 1044 perception surveys were conducted of our LCRA customers with a mix of email/internet self-completion and phone interview (78/22) to encourage responses from a broad range of customers and to ensure that they were representative of our tenant population. Table 1 shows the percentage of Magenta Living's customers closely matches the percentage of respondents across a range of characteristics. Weighting was applied to the age groups to reflect the overall customer age profile.
An incentive of a prize draw for the completion of the perception survey with a first prize of £250 vouchers and 3 prizes of £50 vouchers.
Table 1: Magenta Living Survey Customer Analysis | ||
| Relevant tenant population (dwelling units / % of total) | Total Survey Responses / % of total |
Population Size | 12052 |
|
Check: Survey Method | ||
Telephone | 227 | 21.7% |
Internet | 817 | 78.3% |
Check: Housing Type | ||
Housing for Older People/ Supported | 14% | 14% |
General Needs | 86% | 86% |
Check: Age (results weighted by age bandings) | ||
18-24 | 3% | 3% |
25-34 | 13% | 12% |
35-44 | 18% | 19% |
45-54 | 18% | 17% |
55-64 | 21% | 22% |
65+ | 27% | 29% |
Check: Tenancy Length | ||
0-2 Years | 19% | 25% |
3-5 Years | 16% | 17% |
6-10 Years | 23% | 21% |
11-20 Years | 21% | 19% |
21+ Years | 21% | 19% |
The Regulator of Social Housing has set specific questions that are asked as part of the survey with the questions in order and the style that is required. Magenta Living took the opportunity to ask additional questions to help us to develop a greater understanding of our customer base. A copy of the TSM survey questions can be found here.