You may remember previous articles explaining about Tenant Satisfaction Measures – or TSMs – and how important they are to Council tenants.
Since April 2024 the Regulator of Social Housing has required all social landlords like ourselves to send them information about 22 set TSMs. Half of these are measures of how satisfied tenants tell us they are. The other half are measures of the Council’s performance, such as whether we have completed all our gas safety checks.
Each autumn, for many years, we have carried out a tenant satisfaction survey, randomly selecting 5% of tenants.
Many of the results now need to be shared with the Regulator as part of the TSM information we send them. You can see the full results of last year’s tenant satisfaction survey on the Council’s website here.
And in the same place, from 1 July 2026, you can find information on all the other TSMs submitted by the Council to the Regulator.
We were disappointed that after the 2024 results showed improvement in almost every area, the 2025 survey showed that satisfaction levels with the Council as a landlord were static or slightly dipping.
For example, overall satisfaction with us as a landlord had fallen to 69.39%, having risen to 72.4% in 2024 (against a national average of 71.3%), and 70.8% in 2023.
However, 7 of the 12 perception measures (how satisfied you feel) remain above the average for local authorities, and only one – how you feel about anti-social behaviour – is significantly below average.
We are working hard to address this.
On all safety measures we achieved 100%, except gas where we reached 99.99% due to not being able to access one home for a gas safety check within timescale.
Overall, we are really pleased with the improvements we have been able to make. For example, we can tell the Regulator that 92% of homes now meet their Decent Homes Standard, up from 89.4% this time last year, meaning that the safety and quality of tenants’ homes continue to increase.
We will continue working closely with our valued volunteers from the Tenants’ Forum on our plans to improve both service delivery and your experience. Look out for features in future editions of Hull Housing News which will report back on those plans.