All social housing providers are regulated by the Regulator of Social Housing. They have set 22 measures that all providers must measure and publish annually. These are called Tenant Satisfaction Measures.
Some of these are data that we measure and provide (10 landlord management information measures), and others are captured by surveying residents (12 tenant perception measures).
Continuing reading below for our full results from 2025/26.
A landlord of our size, and our number of homes, only needs to survey and report on these measures for residents in “Low Cost Rental Accommodation” – tenants.
We use our Residents Annual Report to share these measures with you, alongside other information, and our aims for next year. Our most recent report is available to view in full here:
The 2025/26 Residents Annual Report will be published later this summer.
You can also read our Tenants Satisfaction Measure results (compared to the previous year), summary of approach and the questions in full here:
| 2025/26 | 2024/25 (the previous year) | |
| TP01: Overall satisfaction | 57.4% | 49.8% |
| TP02: Satisfaction with repairs | 55.7% | 51.1% |
| TP03: Satisfaction with time taken to complete most recent repair | 52.7% | 48.5% |
| TP04: Satisfaction that the home is well-maintained | 60.1% | 50.0% |
| RP01: Homes that do not meet the Decent Homes Standard | 1.6% | 1.7% |
| RP02: Repairs completed within target timescale (Our target timescale for routine repairs is 28 days, and for emergency repairs is 24 hours.) | 76.3% (routine repairs) 85.1% (emergency repairs) | 67.0% (routine repairs) 72.2% (emergency repairs) |
| TP05: Satisfaction that the home is safe | 72.7% | 64.2% |
| BS01: Gas safety checks | 98.5% | 99.4% |
| BS02: Fire safety checks | 95.6% | 100.0% |
| BS03: Asbestos safety checks | 100.0% | 100.0% |
| BS04: Water safety checks | 99.4% | 100.0% |
| BS05: Lift safety checks | 95.1% | 94.9% |
| TP06: Satisfaction that the landlord listens to tenant views and acts upon them | 52.9% | 42.8% |
| TP07: Satisfaction that the landlord keeps tenants informed about things that matter to them | 60.5% | 51.0% |
| TP08: Agreement that the landlord treats tenants fairly and with respect | 63.5% | 56.1% |
| TP09: Satisfaction with the landlord’s approach to handling of complaints | 19.5% | 16.4% |
| CH01: Complaints relative to the size of the landlord | 200.4 stage one complaints per 1000 homes 50.9 stage 2 complaints per 1000 homes | 195.6 stage one complaints per 1000 homes 41.1 stage 2 complaints per 1000 homes |
| CH02: Complaints responded to within Complaint Handling Code timescales You can read more about our complaint process, and handling times in our complaints policy. | This year we responded to 88.6% of stage one complaints on time, and 79.5% of stage two complaints on time. | This year we responded to 87.4% of stage one complaints on time, and 95.1% of stage two complaints on time. |
| TP10: Satisfaction that the landlord keeps communal areas clean and well-maintained | 44.5% | 44.9% |
| TP11: Satisfaction that the landlord makes a positive contribution to neighbourhoods | 37.7% | 33.9% |
| TP12: Satisfaction with the landlord’s approach to handling anti-social behaviour | 27.3% | 33.7% |
| NM01: Anti-social behaviour cases relative to the size of the landlord | This year we recorded 28.4 ASB cases per 1000 homes, and 5.8 per 1000 homes involved hate incidents. | This year we recorded 27.4 ASB cases per 1000 homes, and 4.4 per 1000 homes involved hate incidents. |
Summary of Approach to the Tenant Satisfaction Measures (TSMs)
Wandle has just under 7500 homes across south London. Most of our homes are general needs rented homes, as well as other rented homes, with 775 shared ownership and 591 leasehold homes.
To meet the requirements of the Tenant Satisfaction Measures (TSMs) introduced by the Regulator of Social Housing (RSH), we have produced this summary of our approach to be clear on how we are gathering views from tenants.
The Tenant Satisfaction Measures (TSM) Standard requires all registered providers to conduct tenant perception surveys and report performance annually as specified by the RSH. TSMs are intended to make landlords’ performance more visible to tenants so that tenants can hold their landlord to account.
TSMs consist of 22 measures: 10 providing management information from data held by the landlord and 12 satisfaction measures gathered from tenant surveys. In addition to overall satisfaction with landlord services, the measures cover five key themes:
Wandle complete all of our surveys internally and we aim to complete as many of these surveys as we can over the phone. Two phone call attempts are made to each resident.
As Wandle has less than 1000 low-cost home ownership (LCHO) homes, it is not compulsory to conduct this survey for LCHO tenants.
Surveys are completed throughout each month, near or on the ‘anniversary’ of the tenants’ tenancy start date.
Wandle conducted all surveys ourselves, by phone. There were up to two call attempts made for each resident. Surveys were only sent by SMS text if the resident explicitly requested the survey in this format. A small number of supported housing residents had face-to-face surveys conducted; the rest received the survey via the usual methodology. This is to ensure tenants have additional support, and to fully explain questions.
Wandle uses a secure survey platform called CX Feedback which is connected to our housing management platform in Microsoft Dynamics. Tenants who opted out or have completed a different survey in the last three months are excluded. The survey design meets the criteria as defined by the RSH.
Any additional questions Wandle asked were sequenced after the leading TSM question. During telephone interviews, a ‘Don’t know/Refused’ option was available for questions TP01, TP02, TP03, TP04, TP09, and TP10. This option was not read aloud but used when a tenant could not select a response but wished to continue. This approach prevented our interviewers from making assumptions and allowed tenants to continue providing feedback. When submitting data, any ‘Don’t know/Refused’ responses are excluded from the percentage calculations for these questions. Consequently, the TSM survey results might include tenants who did not answer TP01 but continued to provide feedback. This complies with the introductory text that confirms their data would be included in the submission to the Regulator.
Wandle aims to achieve higher than the recommended minimal standard recommended by the regulator of social housing (556 for dwellings/units 7500). The Wandle sample size based on the population has also been independently calculated based on unit numbers. Using the calculator.net tool the recommended sample size with a 95% confidence level is 361. Wandle exceeded the minimum calculated recommended sample size as set out in the table below.
| Telephone | 594 |
| Internet | 27 |
| Face to face | 0 |
| Postal | 0 |
| SMS | 116 |
| All other methods | 0 |
| Total sample size achieved. | 737 |
Weighting is a statistical technique which ensures that the data collected represents the true views of the target audience in the survey research, and that it is not biased to any one tenant group. To ensure there is no bias in overall satisfaction reporting, responses will be weighted. Wandle did not apply any weighting to our TSM results.
Not applicable. Wandle do not use external contractors.
No tenants or households have been excluded due to any exceptional circumstances.
Not applicable. Wandle was able to meet the sample size requirements.
There is no benefit or reward for tenants taking part in the survey.
Wandle is not aware of any methodological issues likely to have a material impact on our TSM scores. We are committed to checking regularly to make sure that our approach continues to be fair and representative of all our tenants.
Wandle monitors performance against the TSMs at a variety of levels and report overall findings to our Executive and Senior Management Teams at regular intervals, as well as to our Customer Experience Committee and the Board.
You can see our scripting, and the survey in full here:
If you have questions about the Tenant Satisfaction Measure (TSM) survey – please let us know by getting in touch, and we’ll be happy to help.