We achieved a sample size of 1,420 survey responses. The relevant population size was 10,083, so the sample size is +/- 2.4%, which is within the regulator’s tolerance levels of +- 3% for a landlord of our size.
The Regulator of Social Housing now requires all registered providers to generate and report Tenant Satisfaction Measures (TSMs) as part of the new Customer Standards framework on a yearly basis.
These measures combine data generated from internal management information, together with data derived from perception surveys. This combined data will enable customers to effectively scrutinise the performance of their landlord. Surveys for this year were required to be undertaken between 1 April 2024 and 31 March 2025, with the formal submission of results required by 30 June 2025.
Progress Housing Group has now completed the Tenant Satisfaction surveys for the year 2024/25 and below is a summary of the approach we used:
Tenant Satisfaction Measures | Year End 2024/25
| TSM No | Measures | Year End Group 2024/25 Actual |
| TP01 | Overall satisfaction | 76.3% |
| TP02 | Satisfaction with repairs | 80.5% |
| TP03 | Satisfaction with time taken to complete most recent repair | 72.8% |
| TP04 | Satisfaction that the home is well-maintained | 77.7% |
| TP05 | Satisfaction that the home is safe | 80.5% |
| TP06 | Satisfaction that the landlord listens to tenant views and acts upon them | 63.7% |
| TP07 | Satisfaction that the landlord keeps tenants informed about things that matter to them | 71.2% |
| TP08 | Agreement that the landlord treats tenants fairly and with respect | 79.4% |
| TP09 | Satisfaction with the landlord’s approach to handling complaints | 45.8% |
| TP10 | Satisfaction that the landlord keeps communal areas clean and well-maintained | 73.9% |
| TP11 | Satisfaction that the landlord makes a positive contribution to neighbourhoods | 65.7% |
| TP12 | Satisfaction with the landlord’s approach to handling anti-social behaviour | 60.6% |
Tenant Satisfaction Measures Management Information | Year End 2024/25
| TSM No | Measures | Year End Group 2024/25 Actual |
| CH01(1) | Number of stage one complaints relative to the size of the landlord | 71.2 |
| CH01(2) | Number of stage two complaints relative to the size of the landlord | 3.4 |
| CH02(1) | The proportion of stage one complaints responded to within Complaint Handling Code timescales | 99.6% |
| CH02(2) | The proportion of stage two complaints responded to within Complaint Handling Code timescales | 86.1% |
| NM01 (1) | Anti-social behaviour cases relative to the size of the landlord | 52.9 |
| NM01 (2) | Anti-social behaviour hate cases relative to the size of the landlord | 0.6 |
| RP01 | Homes that do not meet the Decent Homes Standard | 0.1% |
| RP02(1) | The proportion of non-emergency repairs completed within the target timescale | 84.0% |
| RP02(2) | The proportion of emergency repairs completed within the target timescale | 94.8% |
| BS01 | Gas safety checks | 100.0% |
| BS02 | Fire safety checks | 98.4% |
| BS03 | Asbestos safety checks | 100.0% |
| BS04 | Water safety checks | 98.8% |
| BS05 | Lift safety checks | 98.9% |
Tenant Satisfaction Measures 2024/25 – supporting information
The Regulator of Social Housing now requires all registered providers to generate and report Tenant Satisfaction Measures (TSMs) yearly as part of the new Customer Standards framework.
These measures combine data generated from internal management information with data derived from perception surveys. This combined data will enable customers to scrutinise their landlord's performance effectively. The first surveys were required to be undertaken between 1 April 2024 and 31 March 2025, with the formal submission of results required by 30 June 2025.
We have now completed the Tenant Satisfaction surveys for the year 2024/25, and below is a summary of the approach we used:
The Social Housing Regulator offers flexibility regarding how and when the survey is conducted. We examined the different ways to undertake these, and our approach was to conduct quarterly, rolling surveys. These were then aggregated over the year to compile the data needed for the mandatory submission, with the assurance that no tenant was asked to complete the survey more than once yearly.
For 2024/25, data was collected every quarter between 20 May 2024 and 15 March 2025. These results were then aggregated to form the yearly results. Having visibility of results each quarter ensured that we had an early sight of any potential issues reported by customers and allowed action plans to be created to address these promptly.
The Group has a diverse client base it is important to undertake the surveys using inclusive methods and without bias. A mixed approach was used in 2024/25 including using telephone, digital and paper surveys. For our general needs and shared ownership tenants a split of 80% telephony and 20% online was used. For our supported housing tenants, we delivered the survey via post to be completed and returned in a pre-paid envelope. These differing methods enable the Group to gather feedback from a broad range of customers and ensure our results represent everyone.
To comply with the guidelines issued by the Regulator of Social Housing the results will only include responses from tenants within England and exclude tenants of certain property types such as leaseholders, shared ownership and non-social housing.
The overall percentage breakdown of our different collection methods for the 2024/25 results was:
· Telephone – 57.4%
· Online – 14.7%
· Postal – 27.9%
We ensured that all our tenants and properties were well-represented in the survey results so that the results accurately represented the services we provide to all our customers in all areas.
We also endeavoured to ensure that returns from all our stock types were achieved. This enabled us to break down the results by:
- Business brand/subsidiary
- Need category
- Repairs area or responsibility
- Local authority
- Estate
We looked at the composition of households and enabled analysis by looking at the protected and other relevant characteristics of our customer profile where we hold the data. This included:
- Date of birth
- Ethnicity
- Disability
- Gender
- Nationality
- Marital status
- Household composition (single, families, etc)
The tables below show how the TSM survey returns for 2024/25 closely map to our actual stock and tenant profiles:
Property type
|
Need category |
Relevant tenant population (% total) |
Total survey responses (% total) |
|
General |
49% |
55% |
|
Supported |
33% |
27% |
|
Sheltered (some spec features) |
7% |
10% |
|
Sheltered (older people) |
4% |
5% |
|
LiLAC supported |
3% |
3% |
|
Single homeless |
0% |
0% |
|
Homeless unit |
0% |
1% |
|
General needs with support |
0% |
0% |
Tenant age
|
Age group |
Relevant tenant population (% total) |
Total survey responses (% total) |
|
0 - 24 |
3% |
3% |
|
25 - 34 |
14% |
11% |
|
35 - 44 |
18% |
19% |
|
45 - 54 |
17% |
18% |
|
55 - 59 |
10% |
10% |
|
60 - 64 |
10% |
10% |
|
65 - 74 |
13% |
15% |
|
75 - 84 |
9% |
11% |
|
85+ |
2% |
3% |
|
unknown |
0% |
0% |
Tenant gender
|
Gender |
Relevant tenant population (% total) |
Total survey responses (% total) |
|
Female |
56% |
58% |
|
Male |
44% |
42% |
|
Transgender |
0% |
0% |
Property location
|
Region |
Relevant tenant population (% total) |
Total survey responses (% total) |
|
North West |
74% |
76% |
|
Yorkshire and the Humber |
8% |
7% |
|
East Midlands |
6% |
6% |
|
East of England |
3% |
2% |
|
South East |
3% |
4% |
|
North East |
2% |
1% |
|
London |
1% |
1% |
|
South West |
1% |
1% |
|
Scotland * |
1% |
1% |
|
West Midlands |
0% |
0% |
|
Wales * |
0% |
0% |
|
Northern Ireland * |
0% |
0% |
*Excluded from final results as relevant to England only
The final survey data was weighted on housing need to ensure that the survey was representative of the tenant population as a whole. As well as need category, tenant age and property location shown above, representativeness was determined by management split, tenancy length and branding company.
Progress Housing Group has chosen Acuity Research and Practice Ltd to assist us in the completion of the tenant perception surveys relating to TP01 – TP12. Acuity has over 20 years of experience in Social Housing, including substantial knowledge in communicating with diverse client groups, including those within Supported Housing. Further information about Acuity can be found here - Acuity - TSM tenant satisfaction surveys | Social Housing Research | Benchmarking (arap.co.uk)
Acuity performed all surveying in 2024/25 on the Group’s behalf. Customers were contacted directly by them and were chosen at random. The survey is strictly confidential and results are fed back to Progress Housing Group anonymously if this is the wish of the tenant.
All relevant stock types and tenant groups have been included and there have been no exclusions undertaken.
Customers are not offered incentives to take part but the Group strongly encourages our tenants to take part in the surveys as the results help improve overall services.
Progress Housing Group used two separate question sets.
The first was for general needs and shared ownership client base and the second was designed specifically for supported living tenants. The format of both of these questionnaires was compliant in their design and both questionnaires used can be viewed here:
Tell us what you think
Let us know if you know how we can provide better services or improve how we do things.
We have a dedicated Customer Voice Team whose role is to understand and champion the voice of our customers.
They work with customers and tenants to understand ways we can make our services better and improve our customers’ experience.
Your feedback has shaped initiatives that have helped tackle key issues and improved how we deliver our services.
You can also find out more about how well we are delivering our Customer Promises, dealing with complaints, and making sure we provide Value for Money.
You can also read our strategies, which shape our services, and understand the policies that help us to deliver them in a fair and transparent way
Useful links
You can download our quarterly and annual TSM reports below. They are published with the latest first.
If you need an accessible format, please let us know.