As part of the Regulator of Social Housing’s new Consumer Standards, all registered housing providers are required to report on Tenant Satisfaction Measures (TSMs) each year.
These measures are based on two sources:
- Our internal management data
- Perception surveys completed by tenants
Together, this information gives a fuller picture of how well we’re performing and allows tenants to hold us to account.
Surveys for this year were required to be carried out between 1 April 2024 and 31 March 2025, with the formal submission of results required by 30 June 2025.
Golden Lane Housing has now completed the Tenant Satisfaction surveys for the year 2024/25.
Easy read Tenant Survey results
Overall satisfaction
| Code | Tenant Satisfaction Measure | How measured | Responsible Director and Head of Department | Data source (or proposed source) | 2024 | 2025 |
| TP01 | Overall satisfaction Taking everything into account, how satisfied or dissatisfied are you with the service being provided by your landlord? | By tenant perception survey. Census survey undertaken in February/March | Director of Housing & Tenant Experience / Head of Tenant Experience | Annual Tenant Satisfaction Survey results and analysis | 79.1% | 78.8% |
Keeping properties in good repair
| Code | Tenant Satisfaction Measure | How measured | Responsible Director and Head of Department | Data source (or proposed source) | 2024 | 2025 |
| RP01 | Homes that do not meet the Decent Homes Standard This measure would be based on the percentage of Golden Lane Housing’s homes that do not meet the Decent Homes Standard. | Measured directly by Golden Lane Housing’s management information | Director of Property and Sustainability / Head of Assets | Stock condition data held on ActiveH. | 0% | 0% |
| RP02 | Repairs completed within target timescale This measure is based on the percentage of repairs Golden Lane Housing has done within the target time that it has set for itself. The target times are: Emergency repairs are to be completed within 24 hours and non-emergency repairs are to be completed within 20 days. This will measure both emergency and non-emergency repairs requested by tenants. Planned repairs by Golden Lane Housing would not be included. | Measured directly by Golden Lane Housing’s management information | Director of Property and Sustainability / Head of Repairs | Active H live repairs data. | Emergency 95.2% Non-emergency 88.7% | Emergency 91.8% Non-emergency 96.5% |
| TP03 | Satisfaction with repairs Has your landlord carried out a repair to your home in the last 12 months? If yes, how satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it? This measure would be based on the percentage of tenants who say they are satisfied. | By tenant perception survey Census survey undertaken in February/March | Director of Property and Sustainability / Head of Repairs | Annual Tenant Satisfaction Survey results and analysis | 93% 73.5% | 91% 74.9% |
| TP04 | Satisfaction that the home is well maintained How satisfied or dissatisfied are you that your landlord provides a home that is well maintained ? | By tenant perception survey Census survey undertaken in February/March | Director of Property and Sustainability / Head of Repairs | 75.5% | 77.9% |
Maintaining building safety
| Code | Tenant Satisfaction Measure | How measured | Responsible Director and Head of Department | Data source (or proposed source) | 2024 | 2025 |
| BS01 | Gas safety checks This measure would be based on the percentage of homes that have had all the necessary gas safety checks. | Measured directly by Golden Lane Housing’s management information | Director of Property and Sustainability / Head of Health & Safety | Active H data | 100% | 100% |
| BS02 | Fire safety checks This measure would be based on the percentage of homes in buildings that have had all the necessary fire risk assessments. | Measured directly by Golden Lane Housing’s management information | Director of Property and Sustainability / Head of Health & Safety | Active H data | 100% | 100% |
| BS03 | Asbestos safety checks This measure would be based on the percentage of homes in buildings that have had all the necessary asbestos management surveys or re-inspections. | Measured directly by Golden Lane Housing’s management information | Director of Property and Sustainability / Head of Health & Safety | Active H data | 100% | 99.8% |
| BS04 | Water safety checks This measure would be based on the percentage of homes that have had all the necessary legionella risk assessments. | Measured directly by Golden Lane Housing’s management information | Director of Property and Sustainability / Head of Health & Safety | Active H data | 100% | 100% |
| BS05 | Lift safety checks This measure would be based on the percentage of homes in buildings where the communal passenger lifts have had all the necessary safety checks. | Measured directly by Golden Lane Housing’s management information | Director of Property and Sustainability / Head of Health & Safety | Active H data | 100% | 100% |
| TP05 | Satisfaction that the home is safe Thinking specifically about the condition of the property or building you live in, how satisfied or dissatisfied are you that your landlord provides a home that is safe ? This measure would be based on the percentage of tenants who say they are satisfied. | By tenant perception survey Census survey undertaken in February/March | Director of Property and Sustainability / Head of Health & Safety | Annual Tenant Satisfaction Survey results and analysis | 83.1% | 83.1% |
Effective handling of complaints
| Code | Tenant Satisfaction Measure | How measured | Responsible Director and Head of Department | Data source (or proposed source) | 2024 | 2025 |
| CH01 | Complaints relative to the size of Golden Lane Housing The measure will be based on the number of complaints Golden Lane Housing receives for each 1000 homes owned. | Measured directly by Golden Lane Housing’s management information | Director of Housing & Tenant Experience / Head of Tenant Experience | Stage 1: 22.4 Stage 2: 0.71 | Stage 1: 40.5 Stage 2: 2.3 | |
| CH02 | Complaints responded to within Complaint Handling Code timescales This measure will be based on the percentage of complaints Golden Lane Housing responds to within the times set by the Housing Ombudsman’s Complaint Handling Code. | Measured directly by Golden Lane Housing’s management information | Director of Housing & Tenant Experience / Head of Tenant Experience | Stage 1: 100% Stage 2: 100% | Stage 1: 95.9% Stage 2: 100% |
Respectful and helpful engagement
| Code | Tenant Satisfaction Measure | How measured | Responsible Director and Head of Department | Data source (or proposed source) | 2024 | 2025 |
| TP06 | Satisfaction that the Golden Lane Housing listens to tenant views and acts upon them How satisfied or dissatisfied are you with the extent to which your landlord listens to your views and acts upon them? | By tenant perception survey Census survey undertaken in February/March | Director of Housing & Tenant Experience / Head of Tenant Experience | Annual Tenant Satisfaction Survey results and analysis | 70.0% | 72.5% |
| TP07 | Satisfaction that the landlord keeps tenants informed about things that matter to them How satisfied or dissatisfied are you with the way your landlord keeps you informed about things that matter to you ? | By tenant perception survey Census survey undertaken in February/March | Director of Housing & Tenant Experience / Head of Tenant Experience | Annual Tenant Satisfaction Survey results and analysis | 73.0% | 76.0% |
| TP08 | Agreement that the landlord treats tenants fairly and with respect To what extent do you agree or disagree with the following statement? “My landlord treats me fairly and with respect.” | By tenant perception survey Census survey undertaken in February/March | Director of Housing & Tenant Experience / Head of Tenant Experience | Annual Tenant Satisfaction Survey results and analysis | 83.4% | 84.6% |
| TP09 | Satisfaction with the landlord’s approach to handling of complaints Have you made a complaint to your landlord in the last 12 months ? If yes, how satisfied or dissatisfied are you with your landlord’s approach to complaints handling? | By tenant perception survey Census survey undertaken in February/March | Director of Housing & Tenant Experience / Head of Tenant Experience | Annual Tenant Satisfaction Survey results and analysis | 54.6% 56.5% | 49.0% 56.5% |
Responsible neighbourhood management
| Code | Tenant Satisfaction Measure | How measured | Responsible Director and Head of Department | Data source (or proposed source) | 2024 | 2025 |
| TP10 | Satisfaction that the landlord keeps communal areas clean, safe and well maintained Do you live in a building with communal areas, either inside or outside, that your landlord is responsible for maintain ? If yes, how satisfied or dissatisfied are you that your landlord keeps these communal areas clean, and well-maintained? | By tenant perception survey Census survey undertaken in February/March | Director of Housing / Head of Housing | Annual Tenant Satisfaction Survey results and analysis | 71.0% 70.3% | 69.9% 70.3% |
| TP11 | Satisfaction that the landlord makes a positive contribution to neighbourhoods How satisfied or dissatisfied are you that your landlord makes a positive contribution to your neighbourhood? | By tenant perception survey Census survey undertaken in February/March | Director of Housing / Head of Housing | Annual Tenant Satisfaction Survey results and analysis | 67.7% | 72.4% |
| TP12 | Satisfaction with the landlord’s approach to handling of anti-social behaviour How satisfied or dissatisfied are you with your landlord’s approach to handling anti-social behaviour? Not every tenant will have reported a formal anti-social behaviour cases to their landlord however the regulator requires this question to be asked of everyone being surveyed. | By tenant perception survey Census survey undertaken in February/March | Director of Housing / Head of Housing | Annual Tenant Satisfaction Survey results and analysis | 67.7% | 70.7% |
Tenant Satisfaction Measures – summary of approach
The Regulator of Social Housing requires housing providers to publish a summary of the survey approach used to produce their Tenant Satisfaction Measures.
Tenant Satisfaction Measures enable Golden Lane Housing’s performance to be more visible to our tenants and help our tenants hold us to account.
The Tenant Satisfaction Measures consist of 22 measures of which 12 are satisfaction measures based on tenant satisfaction survey responses and 10 cover management information.
The tenant satisfaction survey contained the prescribed 12 questions with one additional question: “Is there anything you would like to tell us about being a tenant of Golden Lane Housing?” This enabled tenants to provide free text of any feedback they wished to provide.
Golden Lane Housing’s survey approach is detailed below to each of the Regulators requirements. The survey was undertaken by Golden Lane Housing without an external contractor being commissioned.
(a) a summary of achieved sample size (number of responses)
The satisfaction survey undertaken was a full census survey sent to 2634 tenants. Sample size achieved was 568. This provided 22% return rate which is within -+/ 4% providing 95% confidence level.
(b) timing of survey
The survey was issued on 1st February 2025 and closed 31st March 2025.
(c) collection method(s), with a rationale why this was chosen
The survey was sent to all tenants in hard copy by post, alongside a self-addressed prepaid envelope for return. Within the information provided to tenants there was an option to complete the survey online using a QR code link. Tenants responded by post (542) and online (26). 13 of the 26 who used the online option were partially completed surveys.
Golden Lane Housing’s tenant representatives have expressed a preference for the survey to be in hard copy format by post. This enables tenants to be able to spend time completing their survey with assistance from their support where appropriate. The design of the survey was informed with input from tenants with the aim to improve accessibility.
(d) sample method
The survey methodology used was a census survey which was sent to all current tenants. This method was chosen to ensure as many tenants as possible were able provide their feedback in the survey and for Golden Lane Housing to maximise the possible return rate.
(e) summary of the assessment of representativeness of the sample against the relevant tenant population, including reference to and, for providers that own 1,000 or more dwelling units, quantitative information on the characteristics against which representativeness has been assessed, as set out in the requirements.
Golden Lane Housing provides supported housing. The representativeness was assessed against the following criteria: age, gender, geographical region, tenancy length and repair responsibility. This was to ensure that the sample accurately reflected the diversity of our tenant population and properties.
The response demographics were compared against the overall tenant population to assess representativeness. We found a non-material difference compared to the tenant base. Because of this, weighting of the results was not required.
| Overall Satisfaction | Volume of responses | % of survey population | % of total tenant population |
| Age | |||
| 18-30 | 108 | 19.5% | 22.9% |
| 31-40 | 135 | 24.3% | 22.8% |
| 41-50 | 86 | 15.5% | 15.7% |
| 51-60 | 93 | 16.8% | 15.9% |
| 61-70 | 66 | 11.9% | 12.7% |
| 71-80 | 31 | 5.6% | 4.0% |
| 81-90 | 3 | 0.5% | 0.5% |
| Not recorded | 5.9% | 5.3% | |
| Gender | |||
| Male | 210 | 37.8% | 44.5% |
| Female | 181 | 32.6% | 30.7% |
| Not Specified | 164 | 29.6% | 24.8% |
| Region | |||
| Northern Ireland | 9 | 1.6% | 1.3% |
| North England, North West, North Wales | 78 | 14.2% | 12.5% |
| Yorkshire and Midlands | 206 | 37.4% | 37.5% |
| London and South East | 138 | 25.0% | 29.4% |
| South West and South Wales | 120 | 21.8% | 19.3% |
| Length of Tenancy | |||
| 0-5 years | 321 | 58.3% | 55.6% |
| 6-10 years | 105 | 19.0% | 24.0% |
| 11-15 years | 57 | 10.4% | 10.2% |
| 16-20 years | 35 | 6.4% | 5.6% |
| 21-25 years | 27 | 4.9% | 4.3% |
| 26-30 years | 1 | 0.2% | 0.3% |
| Not recorded | 4 | 0.7% | |
| Repair Responsibility split | |||
| Day to Day | 26 | 4.7% | 4.3% |
| Day to Day + Compliance | 94 | 16.9% | 12.9% |
| Full Repairs | 303 | 54.4% | 51.7% |
| No repair responsibility | 130 | 23.4% | 31.1% |
| Not recorded | 4 | 0.6% | |
(f) any weighting applied to generate the reported perception measures (including a reference to all characteristics used to weight results)
No weighting was applied based on the representativeness against the relevant population.
(g) the role of any named external contractor(s) in collecting, generating, or validating the reported perception measures
No external contractor utilised.
(h) the number of tenant households within the relevant population that have not been included in the sample frame due to the exceptional circumstances described in the requirements, with broad rationale for their removal ( as long as this does not breach requirements on protecting tenant confidentiality)
No tenants were excluded. All Golden Lane Housing tenants have a learning disability and / or are autistic people with support needs and were all included and provided with the opportunity to complete the Tenant Satisfaction Survey.
(i) reasons for any failure to meet the required sample size requirements summarised requirements
The required minimum levels of statistical accuracy of overall satisfaction have been met with a return rate of 22%.
| Population | Required minimum statistical accuracy (margin of error at 95% confidence level) | Number of surveys required for submission | Number of surveys completed |
| 2,500 – 9,999 dwelling units | +/- 4% | 503 | 568 |
(j) type and amount of any incentives offered to tenants to encourage survey completion
An incentive to complete the survey was offered. This was a £100 Amazon voucher from a prize draw. This was used to encourage completion and return.
(k) any any other methodological issues likely to have a material impact on the tenant perception measures reported. Where there are any material year-on-year changes in survey methodology, for example in survey collection method(s), a summary of these changes must be included with the reason for any such changes.
No other methodological issues were identified.
(l) If the provider has undertaken any tenant perception surveys which include TSM questions but has not included these responses in the calculation of the TSMs. A rationale for why this information has been excluded must be provided.
None
(m) Information on any visual features used alongside the required response options.
The tenant survey produced for Golden Lane Housing Tenants was done so with input from our Tenant Representative and taking account of feedback from our tenants of the previous year’s survey. We value the tenant feedback to support making the survey as accessible as possible within the requirements laid down in the technical requirements published by the Regulator.
Alongside each response option an emoji was used to align with each of the boxes to complete.
View a copy of the latest Golden Lane Housing Tenant Survey.