The Tenant Satisfaction Measures (TSMs) were introduced by the Regulator of Social Housing in 2023. They help assess how well landlords are doing in terms of providing good quality homes and services.
The measures cover five themes. 12 are covered in the Customer Satisfaction Surveys we complete with you through our partners Acuity, and the others come from information we hold on our systems based on our operational activity.
These measures are designed to drive up standards and improve the quality of social housing. They enable better transparency on how we are doing and help make housing providers more accountable for the services we deliver.
Each year we will report on the measures. The results for 2024/25 can be found below. This and other feedback we receive from you helps us to understand how we are performing and highlights areas we need to improve. A more detailed report will follow in the summer with further information published in our annual report and newsletters throughout the year.
How did we perform in 2024-25?
63.5% of residents are satisfied with the overall service from their landlord, ccha.
62.4% satisfied with the overall repairs service in last 12 months.
58.6% satisfied with the time taken to complete your most recent repair.
67.0% satisfied that your home is well maintained.
100.0% of homes meet the Decent Homes Standard.
86.9% of emergency repairs were completed within target timescales (24 hours)
89.1% of non-emergency repairs were completed within target timescales (5 or 20 working days)
We’ve listened to your feedback around repairs and from April 2025, we’ve changed our repairs service model to better meet your needs. Repair calls are now managed by us, and we raise them with our new repairs contractors, KNK. This gives us better control over the service. Through this, we hope to improve communication and quality and reduce delays.
68.5% satisfied that your home is safe.
100.0% Gas safety checks completed.
100.0% Fire safety checks completed.
100.0% Asbestos safety checks completed.
100.0% Water safety checks completed.
100.0% Communal passenger lift safety checks completed.
We’re pleased to have maintained 100% compliance for buildings and want to improve your satisfaction with safety. We know that timely and high-quality repairs, as well as managing anti-social behaviour, will help residents feel safer in their homes. Therefore, we are investigating ways to improve how you report anti-social behaviour to us and ensuring staff are well equipped to manage reports.
52.9% satisfied that we listen to your views and acts upon them.
75.0% satisfied that we keep you informed about things that matter to you.
74.7% agree that we treat you fairly and with respect.
This year we’ve been working behind the scenes to make changes based on your feedback. We read all the comments you make in your satisfaction survey responses, we review and learn from complaints, estate action days, stock tours and coffee mornings, and our Residents’ Panel helps us to review our services.
From this, we’ve created better processes to manage your queries, set up a customer contact centre to help you get a first-time fix and worked on changing our repairs service. We hope you see the benefits of these changes soon.
We also acknowledge that we need to communicate better with you about what we’re doing, and although it does take time to make changes, we are listening and working on ways to improve.
40.6% satisfied with our approach to complaints handling.
106.5 number of Stage 1 complaints relative to the size of the landlord (per 1000 homes)
22.6 number of Stage 2 complaints relative to the size of the landlord (per 1000 homes)
81.5% of Stage 1 Complaints were responded to within Complaint Handling Code timescales (10 working days)
100.0% of Stage 2 Complaints were responded to within Complaint Handling Code timescales (20 working days)
Our customer contact centre has helped us capture resident feedback at the first point of contact, which has in return seen an increase in the number of complaints received this year.
Satisfaction with complaints is low across the sector. We’re committed to improving your satisfaction with complaints and staff have received training on complaints handling and responses. This has led to some improvement on our 2023/24 results.
We are disappointed with our response times for Stage 1 complaints. This was due to a much higher volume of complaints and changes in staff. We are investing in additional resources and working to support those responding to complaints.
You can read more on our lessons learnt in our complaints annual report which will be published in August 2025.
71.4% satisfied that we keep communal areas clean and well maintained.
62.0% satisfied that we make a positive contribution to the neighbourhood.
54.5% satisfied with our approach to handling anti-social behaviour.
22.1 – Number of Anti-social behaviour cases relative to the size of the landlord (per 1000 homes).
0.7 – Number of Anti-social behaviour cases involving hate crimes relative to the size of the landlord (per 1000 homes).
We’ve worked with our gardening and cleaning contractors this year to improve the service, seeing new account managers join us. They’ll be inspecting and monitoring the quality of the work done in your neighbourhoods.
Next year will see us get to know our estates and residents better, which will help us improve your neighbourhoods. We’re also actively working with the local authority, Safer Neighbourhood Teams and other partnerships to help create a stable and better community for you. We have initiatives in place to help make community improvements and will look at how we better promote this to residents.
Our work with partners will help us improve our approach to handling anti-social behaviour. We will ensure staff are equipment to deal with reports and achieve better outcomes for you. We have also increased staffing and expertise in our Neighbourhoods Team to help support this.
We recognise that the above measures only reflect feedback from residents who rent from us. We share more information on overall resident satisfaction on our other performance page, which includes feedback from our shared owners and leaseholders.
How did we perform in 2023-24?
64.5% of residents are satisfied with the overall service from their landlord, ccha.
67.1% satisfied with the overall repairs service.
62.1% satisfied with the time taken to complete your most recent repair.
67.8% satisfied that your home is well maintained.
100.0% of homes meet the Decent Homes Standard.
99.0% of emergency repairs were completed within target timescales.
86.0% of non-emergency repairs were completed within target timescales.
72.9% satisfied that your home is safe.
100.0% Gas safety checks completed.
100.0% Fire safety checks completed.
100.0% Asbestos safety checks completed.
100.0% Water safety checks completed.
100.0% Communal passenger lift safety checks completed.
63.3% satisfied that we listen to your views and acts upon them.
75.4% satisfied that we keep you informed about things that matter to you.
80.1% agree that we treat you fairly and with respect.
36.6% satisfied with our approach to complaints handling.
56.1 number of Stage 1 complaints relative to the size of the landlord (per 1000 homes)
11.5 number of Stage 2 complaints relative to the size of the landlord (per 1000 homes)
82.1% of Stage 1 Complaints were responded to within Complaint Handling Code timescales
100.0% of Stage 2 Complaints were responded to within Complaint Handling Code timescales
75.5% satisfied that we keep communal areas clean and well maintained.
71.1% satisfied that we make a positive contribution to the neighbourhood.
63.6% satisfied with our approach to handling anti-social behaviour.
4.4 – Number of Anti-social behaviour cases relative to the size of the landlord (per 1000 homes).
0.6 – Number of Anti-social behaviour cases involving hate crimes relative to the size of the landlord (per 1000 homes).
Read about our approach and methodology to collecting feedback.
We recognise that the above measures only reflect feedback from residents who rent from us. We share more information on overall resident satisfaction on our other performance page, which includes feedback from our homeowners and leaseholders.