Social housing tenant satisfaction rises to 74% as repairs performance improves, RSH says

Average overall satisfaction among tenants in low-cost rental accommodation in England rose from 72% to 74% in 2025/26, according to Tenant Satisfaction Measures (TSM) results published by the Regulator of Social Housing (RSH) on 5 November 2026.

The regulator said satisfaction rose in every survey collection method. Telephone surveys remain the most used method, and overall satisfaction gathered by telephone rose from 71% to 73%.

Kate Dodsworth, RSH deputy chief executive, said: "The TSM results are based on feedback from almost half a million tenants, providing the most comprehensive view of tenant satisfaction across large social landlords in England."

The 2025/26 analysis is based on 356 submissions from large landlords, four fewer than the 360 in 2024/25, according to RSH's headline reports for the two years. Tenants completed almost 500,000 surveys, and the regulator said about one in eight social housing households owned by registered landlords took part.

Repairs and safety

Landlords reported 83% of non-emergency repairs completed on time in 2025/26, RSH said. That compares with 77% in 2023/24, the first year of the measures, and 79% of 11 million repairs in 2024/25.

Year	Non-emergency repairs completed on time
2023/24	77%
2024/25	79%
2025/26	83%

Median satisfaction with the timeliness of repairs rose from 67% in 2023/24 to 73% in 2025/26, which RSH said was the largest increase across the tenant perception measures. Satisfaction with the maintenance of the home rose from 71% to 74% over the same period.

As at 31 March 2026, required safety checks were complete for 99.7% of homes for gas, 98.9% for fire, 98.7% for asbestos, 98.2% for water and 98.0% for lifts. RSH said each had risen since 2023/24, with asbestos, water and lifts showing the comparatively largest increases.

Landlords responded to 86% of more than 319,000 stage one complaints within the Housing Ombudsman's Complaint Handling Code timescales, up from 73% in 2023/24.

Where performance remains weaker

About one in six (16%) LCRA tenants surveyed are dissatisfied with the overall service from their landlord. In the 2024/25 results, published 4 November 2025, the figure was almost one in five (18%), and RSH's first-year analysis in November 2024 put it at around one in five.

Overall median satisfaction for low-cost home ownership remains lower at 50%, which RSH said shows landlords have work to do for shared owners. The figure was 47.9% in 2024/25, according to the regulator's headline report for that year.

Satisfaction with complaint handling stood at 36% in 2024/25, and only a third of affected tenants were satisfied with complaint handling in the first year of collection, RSH said at the time.

Dodsworth said: "Tenant feedback is one of the most important tools landlords have for assessing performance. The challenge now is to continue turning that insight into tangible improvements for residents."

How the measures work

The TSMs are collected from all social landlords with 1,000 homes or more under RSH's Transparency, Influence and Accountability standard. Smaller providers must also collect the information and make it available to their tenants.

There are 22 measures reported for 2025/26: 12 tenant perception questions that landlords must ask tenants, and 10 management information measures that landlords complete themselves on repairs, complaints and anti-social behaviour.

RSH said the TSMs are one source of regulatory intelligence and that no regulatory judgement is based solely on them. Its regulatory casework review, published 28 July 2026, found that failures in data quality and usage have been a consistent feature of cases where landlords did not meet its standards.

A further measure covering electrical safety checks was finalised by RSH on 11 June 2026. According to that announcement, large landlords will first report it for the 2026/27 year.