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 2025 and 31 March 2026, with the formal submission of results required by 30 June 2026.
Golden Lane Housing has now completed the Tenant Satisfaction surveys for the year 2025/26.
Overall satisfaction
| Code | Tenant Satisfaction Measure | How measured | Responsible Director and Head of Department | Data source (or proposed source) | 2025 | 2026 |
| 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 | 78.8% | 80.2% |
Keeping properties in good repair
| Code | Tenant Satisfaction Measure | How measured | Responsible Director and Head of Department | Data source (or proposed source) | 2025 | 2026 |
| TP02 | How satisfied or dissatisfied are you with the overall repairs service over the last 12 months | By tenant perception survey. Census survey undertaken in February/March | Director of Property and Sustainability / Head of Assets | 76.1% | 81.8% | |
| 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% | 0.1% |
| 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 91.8% Non-emergency 96.5% | Emergency 90.9% Non-emergency 89.9% |
| 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% 74.9% | 85.0% 74.6% |
| 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 | 77.9% | 78.3% |
Maintaining building safety
| Code | Tenant Satisfaction Measure | How measured | Responsible Director and Head of Department | Data source (or proposed source) | 2025 | 2026 |
| 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% | 99.9% |
| 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 | 99.8% | 69.4% |
| 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% | 84.9% |
Effective handling of complaints
| Code | Tenant Satisfaction Measure | How measured | Responsible Director and Head of Department | Data source (or proposed source) | 2025 | 2026 |
| 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: 40.5% Stage 2: 2.3% | Stage 1: 27.2% Stage 2: 0.6% | |
| 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: 95.9% Stage 2: 100% | Stage 1: 92.0% Stage 2: 100.0% |
Respectful and helpful engagement
| Code | Tenant Satisfaction Measure | How measured | Responsible Director and Head of Department | Data source (or proposed source) | 2025 | 2026 |
| 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 | 72.5% | 70.7% |
| 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 | 76.0% | 75.6% |
| 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 | 84.6% | 83.2% |
| 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 | 49.0% 56.5% | 29.0% 60.5% |
Responsible neighbourhood management
| Code | Tenant Satisfaction Measure | How measured | Responsible Director and Head of Department | Data source (or proposed source) | 2025 | 2026 |
| NM01 (1) | number of anti-social behaviour cases opened per 1000 homes | Measured directly by Golden Lane Housing management information | Director of Housing and Tenant Experience/Head of Housing | 8.6% | 26.0% | |
| NM01 (2) | number of anti-social behaviour cases opened per 1000 homes | Measured directly by Golden Lane Housing management information | Director of Housing and Tenant Experience/Head of Housing | 0 | 1.3% | |
| 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 | 69.9% 70.3% | 77.0% 75.0% |
| 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 | 72.4% | 71. 9% |
| 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 | 70.7% | 74.6% |