Tenant Satisfaction Measures (TSMs) 2025 to 2026

The Regulator of Social Housing introduced a set of Tenant Satisfaction Measures (TSMs) as part of the Social Housing Regulatory Act 2023.

The TSMs track how well social landlords are doing in providing quality homes and services. As a social housing provider, we must report our results every year. We will be doing this for the period 1 April 2025 to 31 March 2026.

A Tenant Guide to the TSMs will be available in September.

What we are measuring

The measures focus on five key themes. These are:

housing repair
building safety
engagement
complaints
neighbourhood management

We are required to report on 22 performance measures. 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 TSM appendices: survey approach and questions 2025-2026.

Tenant perception measures

The Housemark London Median is as of July 2026 and refers to benchmarking data from other London local authorities collected by Housemark, an independent housing research company.

Tenant perception survey results

Measure	Camden	Housemark London median
TP01: Overall satisfaction	69.3%	60.3%
TP02: Satisfaction with repairs	66.4%	63.8%
TP03: Satisfaction with the time taken to complete a repair	66.7%	58.9%
TP04: Satisfaction that the home is well maintained	65.0%	62.3%
TP05: Satisfaction that the home is safe	79.1%	69.2%
TP06: Satisfaction that the landlord listens to views and acts on them	48.9%	52.2%
TP07: Satisfaction that the landlord keeps them informed about things that matter to them	73.1%	69.5%
TP08: Agreement that the landlord treats tenants fairly and with respect	76.0%	70.7%
TP09: Satisfaction with the landlord's approach to handling complaints	33.9%	26.6%
TP10: Satisfaction that the landlord keeps communal areas clean and well maintained	73.3%	60.8%
TP11: Satisfaction that the landlord makes a positive contribution to neighbourhoods	71.6%	64.0%
TP12: Satisfaction with the landlord's approach to handling anti-social behaviour	48.3%	58.4%

Management information measures

CH01: Complaints relative to the size of the landlord - stage 1
Measure	Camden	Housemark London median
Number of stage 1 complaints received per 1,000 homes	147.8	96.4

CH01: Complaints relative to the size of the landlord - stage 2
Measure	Camden	Housemark London median
Number of stage 2 complaints received per 1,000 homes	44.1	25.6

CH02: Complaints responded to within Complaints Handling Code timescales - stage 1
Measure	Camden	Housemark London median
Stage 1 complaints responded to within 15 working days	96.3%	74.1%

CH02: Complaints responded to within Complaints Handling Code timescales - stage 2
Measure	Camden	Housemark London median
Stage 2 complaints responded to within 25 working days	52.0%	69.1%

NM01: Anti-social behaviour (ASB) cases relative to the size of the landlord
Measure	Camden	Housemark London median
ASB cases per 1,000 homes	42.8	32.6

NM01: Number of ASB cases involving hate incidents opened per 1,000 homes
Measure	Camden	Housemark London median
ASB cases involving hate incidents per 1,000 homes	0.6	0.8

RP01: Homes that do not meet the Decent Homes Standard
Measure	Camden	Housemark London median
Percentage of homes	6.6%	10.4%

RP02: Non-emergency repairs completed within target timescale
Measure	Camden	Housemark London median
Percentage of non-emergency repairs completed within target timescale	85.9%	85.9%

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

RP02: Emergency repairs completed within target timescale
Measure	Camden	Housemark London median
Percentage of emergency repairs completed within target timescale	83.7%	94.8%

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

BS01: Gas safety checks
Measure	Camden	Housemark London median
Percentage of homes for which all required gas safety checks have been carried out	98.6%	99.4%

BS02: Fire safety checks
Measure	Camden	Housemark London median
Percentage of homes for which all required fire risk assessments have been carried out	99.6%	97.1%

BS03: Asbestos safety checks
Measure	Camden	Housemark London median
Percentage of homes where required asbestos management surveys or re-inspections have been carried out	100.0%	95.6%

BS04: Water safety checks
Measure	Camden	Housemark London median
Percentage of homes for which all required legionella risk assessments have been carried out	100%	97.2%

BS05: Lift safety checks
Measure	Camden	Housemark London median
Percentage of homes for which all required communal passenger lift safety checks have been carried out	91.3%	96.8%