The Regulator of Social Housing (RSH) published its analysis of large social landlords’ Tenant Satisfaction Measure (TSM) results today, 4th November 2025.
Nearly 500,000 tenants were surveyed this year, with seven in 10 low cost rental accommodation (LCRA) tenants saying they were satisfied with their landlord’s overall service.
Almost one in five (18%) said they were dissatisfied.
Tenants in LCRA reported the highest satisfaction levels with repairs (74%), safety in their homes (78%), and fairness and respect from landlords (78%).
Complaint handling satisfaction stayed low at 36%.
Shared owners were less satisfied overall at 48%.
Most landlords showed full compliance with building safety checks according to management data.
The majority of homes owned by large landlords had completed gas (99.7%), fire (98.7%), asbestos (97.9%), water (97.9%) and lift (97.8%) safety checks.
79% of 11 million non-emergency repairs were completed within target timescales.
This was the second year the data was collected, with modest changes compared to last year, including improvements in health and safety checks, especially for asbestos, water and lifts.
Overall satisfaction in rental tenant surveys collected by telephone stayed the same as last year.
The RSH said it is following up with landlords whose results are outliers, including on health and safety, and is engaging with landlords where there are concerns about data quality.
Fiona MacGregor, CEO at the RSH, said: “The TSMs give useful insights for tenants and landlords, which should lead to better strategic decisions and stronger engagement with residents.
“TSM data provides an important source of intelligence for our regulation.
“Although we don’t look at them in isolation, it’s positive to see some early signs of improvement on last year.”
MacGregor added: “The TSMs are one part of our work to support transparency and accountability in the sector and landlords should reflect on their results to see how they can make services to tenants better.
“We continue to use a range of tools, including our inspections, to drive landlords to improve social housing long-term.”
