Camden Living Housing Association (CLHA) Tenant Satisfaction Measures (TSMs) 2025 to 2026

The Regulator of Social Housing has introduced a set of Tenant Satisfaction Measures (TSMs) as part of the Social Housing Regulatory Act 2023. The measures support the Transparency, Influence and Accountability Standard of the wider Consumer Standards, which set out how social landlords deliver safe homes, good services and positive outcomes for tenants.

TSMs help show how well social landlords are providing homes and services to their tenants. They cover areas that impact tenant quality of life, such as repairs, safety, complaints, anti-social behaviour, and overall satisfaction.

As a social housing provider, Camden Living Housing Association (CLHA) must collect and report our results every year. Some measures come from our own records, while others come directly from tenants through surveys.

By publishing these results, we can show how we are performing, identify where we are doing well and where we need to improve, and make sure tenants' views help shape our services.

The contents below cover the period from 1 April 2025 to 31 March 2026.

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

Find the CLHA TSM appendices: survey approach and questions 2025-2026.

Tenant perception measures

Tenant perception survey results

Measure	CLHA
TP01: Overall satisfaction	82%
TP02: Satisfaction with repairs	70%
TP03: Satisfaction with the time taken to complete a repair	60%
TP04: Satisfaction that the home is well maintained	75%
TP05: Satisfaction that the home is safe	69%
TP06: Satisfaction that the landlord listens to views and acts on them	63%
TP07: Satisfaction that the landlord keeps them informed about things that matter to them	69%
TP08: Agreement that the landlord treats tenants fairly and with respect	82%
TP09: Satisfaction with the landlord's approach to handling complaints	50%
TP10: Satisfaction that the landlord keeps communal areas clean and well maintained	83%
TP11: Satisfaction that the landlord makes a positive contribution to neighbourhoods	56%
TP12: Satisfaction with the landlord's approach to handling anti-social behaviour	50%

Note: Respondents were asked whether they had raised a repair or complaint ahead of the questions on repairs and complaints.

Management information measures

CH01: Complaints relative to the size of the landlord
Measure	CLHA
Number of stage 1 complaints received per 1,000 homes	0
Number of stage 2 complaints received per 1,000 homes	0

Note: No complaints were reported to CLHA in financial year 2025-2026.

CH02: Complaints responded to within Complaints Handling Code timescales
Measure	CLHA
Stage 1 complaints responded to within 15 working days	0
Stage 2 complaints responded to within 25 working days	0

Note: No complaints were reported to CLHA in financial year 2025-2026.

NM01: Anti-social behaviour (ASB) cases relative to the size of the landlord
Measure	CLHA
ASB cases per 1,000 homes	29.4
ASB cases received involving hate incidents per 1,000 homes	0

RP01: Homes that do not meet the Decent Homes Standard
Measure	CLHA
Percentage of homes	0%

RP02: Repairs completed within target timescale
Measure	CLHA
Percentage of non-emergency repairs completed within target timescale	88.2%
Percentage of emergency repairs completed within target timescale	79.2%

The (maximum) target timescale for non-emergency repairs used to calculate RP02 is 125 working days.

The (maximum) target timescale for emergency repairs used to calculate RP02 is 24 hours.

BS01: Gas safety checks
Measure	CLHA
Percentage of homes for which all required gas safety checks have been carried out	N/A

Note: There is no gas in CLHA blocks.

BS02: Fire safety checks
Measure	CLHA
Percentage of homes for which all required fire risk assessments have been carried out	100%

BS03: Asbestos safety checks
Measure	CLHA
Percentage of homes where required asbestos management surveys or re-inspections have been carried out	N/A

Note: There is no asbestos in CLHA blocks.

BS04: Water safety checks
Measure	CLHA
Percentage of homes for which all required legionella risk assessments have been carried out	100%

Note: There are 2 water tanks for CLHA blocks.

BS05: Lift safety checks
Measure	CLHA
Percentage of homes for which all required communal passenger lift safety checks have been carried out	100%

Note: There are 3 lifts in CLHA blocks.