Tenant Satisfaction Measures survey
Survey 2025 results
The national Regulator of Social Housing’s Tenant Satisfaction Measures Survey (TSMs) gives tenants the opportunity to have their say, understand their landlord’s performance and provide an insight into where improvements are required.
There are 22 measures in total and 12 of these are based on our tenants’ satisfaction with our service. The other 10 are about compliance that as a landlord we measure, including safety and repairs, and come from our management data showing how we are performing.
Our 2025 survey was carried out between September and November 2025. It was sent to a random sample of 5,000 tenants and received responses from 992 (563 by post, 262 online and 167 via telephone interview), giving a margin of error of +/-3%. Thank you to those tenants who returned the survey. We really value your feedback and it helps us improve services for all our tenants.
The table below shows North Tyneside's 2025 results, with figures from the previous years for North Tyneside alongside for comparison. You can read the full results on the North Tyneside Council website
| Measure | 2023/24 | 2024/25 | 2025/26 |
|---|---|---|---|
| Overall Tenant Satisfaction | 69% | 70.6% | 72.7% |
| Satisfaction with repairs | 70.2% | 70.7% | 74.1% |
| Satisfied with time taken to complete recent repair | 65% | 67.6% | 73.3% |
| Satisfied that home is well maintained | 66.2% | 67.1% | 74.3% |
| Satisfied that home is safe | 69.4% | 73.5% | 75.1% |
| Satisfied that Landlord listens to tenants | 48.4% | 50.4% | 54.3% |
| Satisfied that Landlord keeps tenant informed | 60.1% | 63.3% | 66.4% |
| Agreement that Landlord treats tenant fairly and respectfully | 69.7% | 71.2% | 76.2% |
| Satisfied with Landlord’s approach to complaints | 33.1% | 43.2% | 38.6% |
| Satisfied that Landlord keeps communal areas clean and well maintained | 54.4% | 56.1% | 68.1% |
| Satisfied Landlord makes positive contribution | 51.8% | 53.9% | 61.1% |
| Satisfied how Landlord handles antisocial behaviour (ASB) | 43.5% | 51.1% | 53.5% |
We are pleased that the overall survey results show increased satisfaction across 11 of the 12 measures. The top three improved response areas are:
- Satisfaction with communal areas being clean and well maintained
- Tenants feeling their home is well maintained
- Landlord making a positive contribution to the neighbourhood
Only one measure decreased compared to 2024, our approach to complaint handling. This has decreased, but is still significantly higher than in 2023.
An improvement plan will focus on those measures where we are keen to make more progress:
- Home is safe
- Being kept informed
- Listens to views and acts on them
- Treat fairly and with respect
- Positive contribution to the neighbourhood
- Approach to anti-social behaviour
Key points:
- From the 992 returns, 119 were from North Tyneside Living (for tenants aged 60 and over) and they expressed higher levels of satisfaction
- Satisfaction scores are higher from those tenants interviewed by telephone
- Satisfaction remains highest amongst tenants aged 65 and over, those aged 35-44 are the least satisfied
- We have seen an increase in tenants being very or fairly satisfied, with fewer tenants being dissatisfied or remaining neutral
- No pattern could be identified for satisfaction levels by ward
- Comparison at a national level shows that for six measures North Tyneside is equal or better than the national median; for five we are at the lower end of the national median and for one we are below the national median
