Tenant Satisfaction Measures 2024 survey results

(Our 2025 TSM survey was sent out during autumn 2025 and we will publish the results here as soon as they are available. If you haven't already done so, please register on this website to receive notice of future opportunities to have your say, and to get updates on previous consultations.)

Survey 2024 results show improvement

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 2024 TSM survey was carried out between September and November 2024. It was sent to a random sample of 5,000 tenants and received responses from 1,018 (972 by post and 46 online), giving a final response rate of 20% and a margin of error of +/-2.95%. 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 2024 results for each measure highlighted in yellow, with the previous year's North Tyneside figure and the national average alongside for comparison. The full survey results can be found in the pdf attached to this page. If you would like this supplied in another format, or a paper copy, please contact us on 0191 643 2828.


Measure

North Tyneside 2024

North Tyneside 2023

2023 national average (median)

Overall tenant satisfaction

71%

69%

71%

Satisfaction with repairs service

70%

70%

72%

Satisfied with time taken to complete most recent repair

67%

65%

67%

Satisfied that home is well maintained

67%

66%

71%

Satisfied that home is safe

74%

70%

77%

Satisfied that Landlord listens to tenants’ views and acts upon them

50%

48%

60%

Satisfied that Landlord keeps tenants informed about things that matter to them

63%

60%

70%

Agreement that Landlord treats tenants fairly and with respect

70%

69%

77%

Satisfied with Landlord’s approach to handling complaints

42%

33%

35%

Satisfied that Landlord keeps communal areas clean and well maintained

57%

54%

65%

Satisfied Landlord makes a positive contribution to neighbourhoods

54%

52%

63%

Satisfied with Landlord’s approach to handling anti-social behaviour (ASB)

52%

43.5%

58%


Overall, we are pleased with the results and feel they are a fair reflection of where we are.

Tenants have told us that keeping communities safe is important to them and we added additional resource to our housing teams in the autumn by bringing in our Community Protection team back into the housing service (it was previously part of the council’s Environment directorate). This will greatly support our work to improve neighbourhoods and reduce anti-social behaviour.

We are also improving our Housing support offer to provide tailored support and be more visible in our communities.

We have significantly improved our tenant engagement offer over the past year and will ensure we provide tenants with opportunities to continually improve our service.


Areas which have improved significantly

  • Providing a home that is safe has increased from 70% in 2023 to 74% in 2024
  • Approach to handling complaints has increased from 33% to 42%
  • Approach to handling anti-social behaviour has increased from 44% to 52%

Areas which we need to focus on improving

  • Keeping homes well maintained
  • Listening to tenants’ views and acting on them
  • Making a positive contribution to the neighbourhood

Other points

  • Levels of satisfaction are highest among tenants aged 65 years and above, but lower among those aged 35–44 years old
  • Tenants living in North Shields and Shiremoor were most positive across the measures, whilst tenants in Killingworth and Battle Hill were the least positive
  • Across 11 measures, tenants living in North Tyneside Living sheltered accommodation are more likely to express satisfaction than those living in general needs properties



(Our 2025 TSM survey was sent out during autumn 2025 and we will publish the results here as soon as they are available. If you haven't already done so, please register on this website to receive notice of future opportunities to have your say, and to get updates on previous consultations.)

Survey 2024 results show improvement

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 2024 TSM survey was carried out between September and November 2024. It was sent to a random sample of 5,000 tenants and received responses from 1,018 (972 by post and 46 online), giving a final response rate of 20% and a margin of error of +/-2.95%. 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 2024 results for each measure highlighted in yellow, with the previous year's North Tyneside figure and the national average alongside for comparison. The full survey results can be found in the pdf attached to this page. If you would like this supplied in another format, or a paper copy, please contact us on 0191 643 2828.


Measure

North Tyneside 2024

North Tyneside 2023

2023 national average (median)

Overall tenant satisfaction

71%

69%

71%

Satisfaction with repairs service

70%

70%

72%

Satisfied with time taken to complete most recent repair

67%

65%

67%

Satisfied that home is well maintained

67%

66%

71%

Satisfied that home is safe

74%

70%

77%

Satisfied that Landlord listens to tenants’ views and acts upon them

50%

48%

60%

Satisfied that Landlord keeps tenants informed about things that matter to them

63%

60%

70%

Agreement that Landlord treats tenants fairly and with respect

70%

69%

77%

Satisfied with Landlord’s approach to handling complaints

42%

33%

35%

Satisfied that Landlord keeps communal areas clean and well maintained

57%

54%

65%

Satisfied Landlord makes a positive contribution to neighbourhoods

54%

52%

63%

Satisfied with Landlord’s approach to handling anti-social behaviour (ASB)

52%

43.5%

58%


Overall, we are pleased with the results and feel they are a fair reflection of where we are.

Tenants have told us that keeping communities safe is important to them and we added additional resource to our housing teams in the autumn by bringing in our Community Protection team back into the housing service (it was previously part of the council’s Environment directorate). This will greatly support our work to improve neighbourhoods and reduce anti-social behaviour.

We are also improving our Housing support offer to provide tailored support and be more visible in our communities.

We have significantly improved our tenant engagement offer over the past year and will ensure we provide tenants with opportunities to continually improve our service.


Areas which have improved significantly

  • Providing a home that is safe has increased from 70% in 2023 to 74% in 2024
  • Approach to handling complaints has increased from 33% to 42%
  • Approach to handling anti-social behaviour has increased from 44% to 52%

Areas which we need to focus on improving

  • Keeping homes well maintained
  • Listening to tenants’ views and acting on them
  • Making a positive contribution to the neighbourhood

Other points

  • Levels of satisfaction are highest among tenants aged 65 years and above, but lower among those aged 35–44 years old
  • Tenants living in North Shields and Shiremoor were most positive across the measures, whilst tenants in Killingworth and Battle Hill were the least positive
  • Across 11 measures, tenants living in North Tyneside Living sheltered accommodation are more likely to express satisfaction than those living in general needs properties