Tenant Satisfaction Measures

In 2024, the Regulator of Social Housing introduced a system for assessing how well all social housing landlords in England are doing at providing good quality homes and services which landlords like us, must report on. These are called Tenant Satisfaction Measures (TSMs).

The measures should let you as tenants see how well we are performing. They allow you to hold us to account when we're not performing as we should and give the Regulator an idea if we might need to improve things for our tenants.

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

81.7%
2024/2025

76.7%
2023/2024

Notes: 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
Tenant Satisfaction Measures	Magenta 2023/2024	Magenta 2024/2025	Magenta Year on Year Change	Housemark Early Findings Median 2024/2025	Benchmark Median Comparison
Proportion of homes that do not meet the Decent Homes Standard.	0%	0%		0.3%	Above
Proportion of non-emergency responsive repairs completed within the landlord's target timescale.	92.0%	87.3%		88.3%	Below
Proportion of emergency responsive repairs completed within the landlord's target timescale.	95.8%	95.2%		96.0%	Below
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%		73.9%	Above
Proportion of respondents 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.	76.8%	78.1%		66.9%	Above
Proportion of respondents who report that they are satisfied that their home is well maintained.	70.9%	75.6%		72.8%	Above

Non-Emergency repairs target timescales

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)

Emergency repairs target timescales

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
Tenant Satisfaction Measures	Magenta 2023/2024	Magenta 2024/2025	Magenta Year on Year Change	Housemark Early Findings Median 2024/2025	Benchmark Median Comparison
Proportion of homes for which all required gas safety checks have been carried out.	100%	100%		Not Provided	N/A
Proportion of homes for which all required fire risk assessments have been carried out.	100%	100%		100%	Same
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.	100%	100%		100%	Same
Proportion of homes for which all required legionella risk assessments have been carried out.	94.4%	100%		100%	Same
Proportion of homes for which all required communal passenger lift safety checks have been carried out.	94.6%	98%		100%	Below
Proportion of respondents who report that they are satisfied that their home is safe.	73.7%	79.3%		79.1%	Above

Respectful and helpful engagement
Tenant Satisfaction Measures	Magenta 2023/2024	Magenta 2024/2025	Magenta Year on Year Change	Housemark Early Findings Median 2024/2025	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%		61.9%	Above
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%		73.0%	Below
Proportion of respondents who report that they agree their landlord treats them fairly and with respect.	78.5%	80.2%		78.1%	Above

Effective handling of complaints
Tenant Satisfaction Measures	Magenta 2023/2024	Magenta 2024/2025	Magenta Year on Year Change	Housemark Early Findings Median 2024/2025	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%		35.3%	Above
Number of stage 1 complaints received per 1,000 homes.	72.1	75.7		49.3%	Above
Number of stage 2 complaints received per 1,000 homes.	5.8	11.1		8.2%	Above
Proportion of stage 1 complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales.	95%	87.7%		93.4%	Below
Proportion of stage 2 complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales.	82.2%	87.1%		91.5%	Below

Responsible neighbourhood management
Tenant Satisfaction Measures	Magenta 2023/2024	Magenta 2024/2025	Magenta Year on Year Change	Housemark Early Findings Median 2024/2025	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%		67.3%	Above
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood.	55.3%	67.5%		66.3%	Above
Proportion of respondents who report that they are satisfied with their landlord's approach to handling anti-social behaviour.	53.9%	65.7%		60.1%	Above
Number of anti-social behaviour cases, opened per 1,000 homes.	27.8	21.7		39.4%	Below
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes	0.6	0.9		Not Provided	N/A

Regulator of Social Housing – TSM Guide

If you would like more information about the TSMs, the Regulator of Social Housing has published an ‘easy read’ booklet, which provides more details on the questions asked and why they have been introduced.

You can view the booklet here.

You can also find more information about the TSMs here.

Our Approach – TSM Tenant Perception Surveys

Using an independent market research company, a total of 997 surveys were completed in September and October 2023. The surveys were carried out by email (80%) and telephone (20%) to encourage responses from a broad range of our customers and were representative of our tenant population. A £5 voucher was offered as an incentive for the completion of each survey.

MARU/Matchbox carried out the survey on our behalf which aligned to the Market Research Society Code of Conduct and met the requirements included in the Regulator of Social Housing’s Tenant Satisfaction Measures Standard.

The survey focuses on the tenure type of ‘Low-Cost Rental Accommodation’ in which Magenta Living have over 12,000 of these properties. We have fewer than 100 ‘Low-Cost Home Ownership’ properties and therefore completed the perception surveys for the ‘Low-Cost Rental Accommodation’.

Magenta Living provided details of all our customers with a sample of customers then surveyed. Results are calculated to the required 95% +/- 3% confidence level.

Population size: 12,271
Confidence Level: 95%
Margin of error: +/- 3%
Ideal sample size: 982
Surveys completed: 997

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.

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The TSMs cover five themes:

Overall satisfaction with the service provided by us

81.7% 2024/2025

76.7%2023/2024