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Tenant Satisfaction Measures (TSMs)
The Tenant Satisfaction Measures (TSMs) have been introduced by the Regulator of Social Housing in England to assess how well landlords are doing in providing good quality homes and services.
There are 22 measures. 12 of these measures come directly from one of our customer feedback surveys, 10 come from information we hold in our systems on our operational activity.
These measures have been designed to drive up standards and improve the quality of social housing by ensuring housing providers are accountable for the services delivered to customers.
Riverside runs an ongoing perception survey every month to understand how customers feel about the services we provide. Within this survey we capture your responses on the Tenant Satisfaction Measures alongside some additional measures that we think are also important.
Before the TSMs framework was introduced, we were already conducting regular customer feedback surveys to hear how we’re performing from our customers’ perspective.
The first year of formal TSMs data collection started 1st April 2023, and our latest published full year results are for April 2025 – March 2026, results from previous years can be found at the bottom of this page in the ‘Previous performance’ section.
This ongoing survey is carried out by our research partner, IFF Research. They are very experienced in running these surveys on behalf of landlords. They contact customers by phone or by email to ask the questions below. Customers will be chosen at random to take part in the survey.
Not all Riverside customers are included within the TSMs – Leaseholders are not part of the TSMs and as this is the English Regulator, our Scottish customers are also not included here.
This feedback is used to drive our improvement plans, influence decision making and enable our customers to check in on our performance.
Your opinions matter to us. We dedicate time to reviewing your comments to understand how you feel and what we need to do differently. Where customers respond with dissatisfaction we aim to follow up directly so we can put things right.
Who takes part?
The Tenant Satisfaction Measures reported show our performance for the financial year 2025/26. Performance measures from the satisfaction survey are based on 5352 responses received during that time. If you have taken part, thank you for sharing your views. This provides us with an accurate picture of how our customers are feeling about the services they receive from us. IFF Research carry this survey out on behalf of Riverside. Customers are not offered incentives to take part.
IFF select participants at random, whilst also ensuring they receive feedback from customers across our different tenures and regions. All of our different tenure types are covered by these regulatory requirements, with the exception of Leaseholders. Our Scottish tenants are also not covered by this English regulatory requirement but are included within the survey which we report to the Scottish Housing Regulator.
We also check how representative our respondents are of our customer profile – looking into age group, ethnicity, disability, gender, sexuality and religion – to ensure we’re hearing views from all backgrounds.
When?
The survey is ongoing throughout the year to enable us to listen to the very latest views and respond quickly. Results are reported every quarter and comments are reviewed on an ongoing basis by the relevant teams. On a quarterly basis we carry out deep dives into the topics which need attention, so we can ensure the relevant strategic and local action is carried out. If customers have selected that they are happy to be contacted about their response, and where concerns are raised, our Housing Services team will get in touch to discuss how we can put things right. Where comments are raised which are deemed a cause for concern such as safeguarding or welfare, these are confidentially passed on to the relevant colleague to act on efficiently. Where we receive staff praise and positive feedback we also always ensure that is passed onto the relevant teams.
How?
IFF gather customer feedback for our TSM performance through our perception survey. Across 25/26, IFF collected 72% of responses through telephone surveys and 28% through online surveys. This enables us to gather feedback from a broader range of customers, ensuring that our results represent everyone. IFF carry out many other transactional surveys across a range of our services such as repairs, building safety checks, and complaints. Feedback from these surveys do not contribute to the TSM results but is instead used to keep a closer eye on customer experience as services are delivered.
What?
We ask a set of questions set out by the Regulator, which have to be asked in a specific order and use specific wording to enable comparison with other landlords.
We have been monitoring our performance on similar measures for a number of years, which helps us to understand what matters most to our customers and influences what goes into our improvement plans. With TSMs now in their third year as a regulatory requirement for all social landlords, we are able to compare our year-on-year performance as well as how we compare to others. We also produce additional performance reporting for our customers, you can find these results here.
How we’re performing on TSMs
The results below show our performance for the financial year 2025/26. These results show our combined Group performance for England (including former One Housing Group customers) but excludes Riverside Scotland with separate regulations governing performance reporting in Scotland.
Notes: The large figure in each section shows our overall performance number. Below them are figures for Low Cost Rental Accommodation (LCRA) and Low Cost Home Ownership (LCHO) properties. To be clear on the scope of those properties LCRA includes results for Social Housing, Supported Housing, Retirement Living and Intermediate Rent properties. LCHO includes results for Shared Ownership properties.
The thumbs up or down icons indicate how the trend for this year’s results, compare with the previous year.
Overall satisfaction with the service provided by us
66.9% 
LCRA – 69.5%
LCHO – 35.7%
Keeping properties in good repair
*Based on LCRA only
Satisfied with repairs we carry out on your property
73.6% 
Based on LCRA only
Satisfied with the time taken to complete your repair
70.3%
Based on LCRA only
Satisfied the home we provide is well maintained
70.1%
Based on LCRA only
Homes that do not meet the decent homes standard
0.9% 
Based on LCRA only
% of emergency repairs completed
within target timescales*
88.4%
Based on LCRA only
% of non-emergency repairs completed
within target timescales
80.9%
Based on LCRA only
* emergency repairs target timescales are 1-4 hours for most urgent and 12-24 hours and non-emergency repairs target timescales are 20 working days and 40 working days
Maintaining building safety
Satisfied your home is safe
74.7%
LCRA – 76.1% & LCHO – 55.3% (no change)
Gas safety checks up-to-date
99.9%
LCRA & LCHO
Fire safety checks up-to-date
98.9%
LCRA & LCHO
Asbestos safety checks up-to-date
97.5%
LCRA & LCHO
Water safety checks up-to-date
100%
LCRA & LCHO
Lift safety checks up-to-date
99.9%
LCRA & LCHO
Respectful and helpful engagement
Satisfied we listen to your views and act on them
58.0%
LCRA – 60.6%
LCHO – 24.9%
Satisfied we keep you informed about things that matter to you
67.1%
LCRA – 69.4%
LCHO – 39.6%
Agreement we treat customers fairly & with respect
72.9%
LCRA – 75.0%
LCHO – 46.7%
Effective handling of complaints
Satisfied with our approach to handling complaints
31.9%
LCRA – 34.1%
LCHO – 11.6%
Number of complaints received relative to the size of us as a Landlord* – Stage 1
123.3
LCRA – 122.8
LCHO – 129.7
Number of complaints received relative to the size of us as a Landlord* – Stage 2
26.6
LCRA – 24.9
LCHO – 46.3
Complaints responded to within Complaints handling code timescales – Stage 1
74.8%
LCRA – 76.3%
LCHO – 57.8%
Complaints responded to within Complaints handling code timescales – Stage 2
77.9%
LCRA – 78.9%
LCHO – 71.6%
Complaints responded to without the use of the 10 day extension – Stage 1
4,255
LCRA – 4,027
LCHO – 228
Complaints responded to with the use of the 10 day extension for complex cases – Stage 1
1,656
LCRA – 1,513
LCHO – 143
Complaints responded to without the use of the 20 day extension for complex cases – Stage 2
993
LCRA – 871
LCHO – 122
Complaints responded to with the use of the 20 day extension for complex cases – Stage 2
334
LCRA – 292
LCHO – 42
*calculated as the number of complaints per 1,000 homes.
Responsible neighbourhood management
Satisfied we keep communal areas clean and well maintained
62.6%
LCRA – 64.9%
LCHO – 38.7%
Satisfied we make positive contributions to neighbourhoods
59.3%
LCRA – 61.6%
LCHO – 30.1% 
Satisfied with our handling of anti social behaviour
57.2%
LCRA – 59.3%
LCHO – 27.2%
Number of ASB cases relative to size of our company*
34.4
LCRA – 36.4
LCHO – 10.5
Number of ASB cases that involve hate incidents*
2.5
LCRA – 2.7
LCHO – 0.2
*calculated as the number of ASB cases per 1,000 homes.
Previous performance
Take a look at what customers have told us previously.
Overall satisfaction with the service provided by us
- Combined: 64.1%
- LCRA: 66.6%
- LCHO: 34.1%
Keeping properties in good repair
Satisfied with repairs we carry out on your property
- LCRA only: 70.0%
Satisfied with the time taken to complete your repair
- LCRA only : 67.5%
Satisfied the home we provide is well maintained
- LCRA only: 66.8%
Homes that do not meet the decent homes standard
- LCRA only: 0.5%
% of emergency repairs completed within target timescales
- LCRA only: 86.1%
% of non-emergency repairs completed within target timescales
- LCRA only: 76.1%
Maintaining Building Safety
Satisfied your home is safe
- Combined: 73.2%
- LCRA: 74.5%
- LCHO: 55.3%
Gas safety checks
- LCRA & LCHO: 99.7%
Fire safety checks
- LCRA & LCHO: 99.7%
Asbestos safety checks
- LCRA & LCHO: 98.5%
Water safety checks
- LCRA & LCHO: 99.5%
Lift safety checks
- LCRA & LCHO: 98.6%
Respectful and helpful engagement
Satisfied we listen to your views and act on them
- Combined: 56.1%
- LCRA: 58.6%
- LCHO: 24.2%
Satisfied we keep you informed about things that matter to you
- Combined: 65.3%
- LCRA: 67.3%
- LCHO: 41.8%
Agreement we treat customers fairly and with respect
- Combined: 71.0%
- LCRA: 73.1%
- LCHO: 44.6%
Effective handling of complaints
Satisfied with our approach to handling complaints
- Combined: 31.8%
- LCRA: 33.8%
- LCHO: 12.5%
Number of complaints received relative to the size of us as a Landlord – Stage 1*
- Combined: 89.5
- LCRA: 88.6
- LCHO: 100.3
* Calculated as the number of complaints cases per 1,000 homes
Number of complaints received relative to the size of us as a Landlord – Stage 2*
- Combined: 19.0
- LCRA: 17.9
- LCHO: 31.8
* Calculated as the number of complaints cases per 1,000 homes
Complaints responded to within Complaints handling code timescales – Stage 1
- Combined: 63.4%
- LCRA: 65.4%
- LCHO: 43.1%
Complaints responded to within Complaints handling code timescales – Stage 2
- Combined: 51.1%
- LCRA: 51.5%
- LCHO: 48.2%
Complaints responded to without the use of the 10 day extension – Stage 1
- Combined: 3,512
- LCRA: 3,310
- LCHO: 202
Complaints responded to with the use of the 10 day extension – Stage 1
- Combined: 165
- LCRA: 144
- LCHO: 21
Complaints responded to without the use of the 20 day extension – Stage 2
- Combined: 542
- LCRA: 477
- LCHO: 65
Complaints responded to with the use of the 20 day extension – Stage 2
- Combined: 88
- LCRA: 74
- LCHO: 14
Responsible neighbourhood management
Satisfied we keep communal areas clean and well maintained
- Combined: 60.5%
- LCRA: 62.9%
- LCHO: 37.4%
Satisfied we make positive contributions to neighbourhoods:
- Combined: 55.7%
- LCRA: 57.7%
- LCHO: 30.8%
Satisfied with our handling of ASB:
- Combined: 53.4%
- LCRA: 55.1%
- LCHO: 28.6%
Number of ASB cases relative to size of our company*:
- Combined: 48.6
- LCRA: 51.3
- LCHO: 17.6
* Calculated as the number of ASB cases per 1,000 homes
Number of ASB cases that involve hate incidents relative to size of our company*:
- Combined: 0.9
- LCRA: 0.9
- LCHO: 0.8
* Calculated as the number of ASB cases per 1,000 homes
Overall satisfaction with the service provided by us
- Combined: 65.3%
- LCRA: 68.0%
- LCHO: 33.3%
Keeping properties in good repair
Satisfied with repairs we carry out on your property
- LCRA only: 70.9%
Satisfied with the time taken to complete your repair
- LCRA only : 67.2%
Satisfied the home we provide is well maintained
- LCRA only: 67.6%
Homes that do meet the decent homes standard
- LCRA only: 0.1%
% of emergency repairs completed within target timescales
- LCRA only: 85.7%
% of non-emergency repairs completed within target timescales
- LCRA only: 82.3%
Maintaining Building Safety
Satisfied your home is safe
- Combined: 79.4%
- LCRA: 76.2%
- LCHO: 57.6%
Gas safety checks
- Combined: 98.5%
- LCRA: 98.6%
- LCHO: 88.2%
Fire safety checks
- Combined: 99.0%
- LCRA: 99.0%
- LCHO: 98.4%
Asbestos safety checks
- Combined: 99.2%
- LCRA: 99.3%
- LCHO: 93.2%
Water safety checks
- Combined: 99.9%
- LCRA: 99.9%
- LCHO: 100%
Lift safety checks
- Combined: 95.1%
- LCRA: 95.9%
- LCHO: 89.4%
Respectful and helpful engagement
Satisfied we listen to your views and act on them
- Combined: 55.7%
- LCRA: 58.2%
- LCHO: 23.9%
Satisfied we keep you informed about things that matter to you
- Combined: 65.7%
- LCRA: 67.8%
- LCHO: 40.4%
Agreement we treat customers fairly and with respect
- Combined: 70.6%
- LCRA: 72.7%
- LCHO: 43.6%
Effective handling of complaints
Satisfied with our approach to handling complaints
- Combined: 33.5%
- LCRA: 35.2%
- LCHO: 16.0%
Number of complaints received relative to the size of us as a Landlord – Stage 1*
- Combined: 126.0
- LCRA: 128.2
- LCHO: 100.4
* Calculated as the number of complaints cases per 1,000 homes
Number of complaints received relative to the size of us as a Landlord – Stage 2*
- Combined: 18.6
- LCRA: 18.4
- LCHO: 21.2
* Calculated as the number of complaints cases per 1,000 homes
Complaints responded to within Complaints handling code timescales – Stage 1
- Combined: 77.8%
- LCRA: 77.6%
- LCHO: 80.3%
Complaints responded to within Complaints handling code timescales – Stage 2
- Combined: 76.7%
- LCRA: 75.5%
- LCHO: 88.8%
Responsible neighbourhood management
Satisfied we keep communal areas clean and well maintained
- Combined: 60.6%
- LCRA: 62.6%
- LCHO: 41.1%
Satisfied we make positive contributions to neighbourhoods:
- Combined: 56.2%
- LCRA: 58.3%
- LCHO: 29.9%
Satisfied with our handling of ASB:
- Combined: 55.4%
- LCRA: 57.5%
- LCHO: 25.4%
Number of ASB cases relative to size of our company*:
- Combined: 52.3
- LCRA: 55.1
- LCHO: 20.2
* Calculated as the number of ASB cases per 1,000 homes
Number of ASB cases that involve hate incidents relative to size of our company*:
- Combined: 0.6
- LCRA: 0.6
- LCHO: 0.0
* Calculated as the number of ASB cases per 1,000 homes