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 | 2025 | 2026 |
| TP01 | Overall satisfaction Taking everything into account, how satisfied or dissatisfied are you with the service being provided by your landlord? | 78.8% | 80.2% |
- TP01 was measured by tenant perception survey.
- The responsible Director and Head of Department for TP01 is the Director of Housing & Tenant Experience /Head of Tenant Experience.
- A census survey was undertaken in February/March.
- The source of the data is from the Annual Tenant Satisfaction Survey results and analysis.
Keeping properties in good repair
| Code | Tenant Satisfaction Measure | 2025 | 2026 |
| TP02 | How satisfied or dissatisfied are you with the overall repairs service over the last 12 month | 76.1% | 81.8% |
- TP02 was measured by tenant perception survey.
- The responsible Director and Head of Department for TP02 is the Director of Property and Sustainability / Head of Assets.
- A census survey was undertaken in February/March.
- The source of the data is from the Annual Tenant Satisfaction Survey results and analysis.
| Code | Tenant Satisfaction Measure | 2025 | 2026 |
| 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. | 0% | 0.1% |
- RP01 was measured directly by Golden Lane Housing’s management information.
- The responsible Director and Head of Department for RP01 is the Director of Property and Sustainability / Head of Assets.
- The source of the data is from stock condition data held on ActiveH.
| Code | Tenant Satisfaction Measure | 2025 | 2026 |
| RP02 | Repairs completed within target timescale This measure is based on the % 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. | Emergency 91.8% Non-emergency 96.5% | Emergency 90.9% Non-emergency 89.9% |
- RP02 will measure both emergency and non-emergency repairs requested by tenants. Planned repairs by Golden Lane Housing would not be included.
- RP02 was measured directly by Golden Lane Housing’s management information.
- The responsible Director and Head of Department for RP02 is the Director of Property and Sustainability / Head of Repairs.
- The source of the data is from Active H live repairs data.
| Code | Tenant Satisfaction Measure | 2025 | 2026 |
| TP03 | Satisfaction with repairs Has your landlord carried out a repair to your home in the last 12 months? | 93% | 85% |
| If yes, how satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it? | 74.9% | 74.6% |
- TP03 measure would be based on the percentage of tenants who say they are satisfied.
- TP03 was measured by tenant perception survey.
- The responsible Director and Head of Department for TP03 is the Director of Property and Sustainability / Head of Repairs.
- A census survey was undertaken in February/March.
- The source of the data is from the Annual Tenant Satisfaction Survey results and analysis.
| Code | Tenant Satisfaction Measure | 2025 | 2026 |
| TP04 | Satisfaction that the home is well maintained How satisfied or dissatisfied are you that your landlord provides a home that is well maintained? | 77.9% | 78.3% |
- TP04 was measured by tenant perception survey.
- The responsible Director and Head of Department for TP04 is the Director of Property and Sustainability / Head of Repairs.
- A census survey was undertaken in February/March.
- The source of the data is from the Annual Tenant Satisfaction Survey results and analysis.
Maintaining building safety
| Code | Tenant Satisfaction Measure | 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. | 100% | 99.9% |
- BS01 was measured directly by Golden Lane Housing’s management information.
- The responsible Director and Head of Department for BS01 is the Director of Property and Sustainability / Head of Health & Safety.
- The source of the data is from Active H data.
| Code | Tenant Satisfaction Measure | 2025 | 2026 |
| 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. | 100% | 100% |
- BS02 was measured directly by Golden Lane Housing’s management information.
- The responsible Director and Head of Department for BS02 is the Director of Property and Sustainability / Head of Health & Safety.
- The source of the data is from Active H data.
| Code | Tenant Satisfaction Measure | 2025 | 2026 |
| 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. | 99.8% | 69.4% |
- BS03 was measured directly by Golden Lane Housing’s management information.
- The responsible Director and Head of Department for BS03 is the Director of Property and Sustainability / Head of Health & Safety.
- The source of the data is from Active H data.
| Code | Tenant Satisfaction Measure | 2025 | 2026 |
| BS04 | Water safety checks This measure would be based on the percentage of homes that have had all the necessary legionella risk assessments. | 100% | 100% |
- BS04 was measured directly by Golden Lane Housing’s management information.
- The responsible Director and Head of Department for BS04 is the Director of Property and Sustainability / Head of Health & Safety.
- The source of the data is from Active H data.
| Code | Tenant Satisfaction Measure | 2025 | 2026 |
| 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. | 100% | 100% |
- BS05 was measured directly by Golden Lane Housing’s management information.
- The responsible Director and Head of Department for BS05 is the Director of Property and Sustainability / Head of Health & Safety.
- The source of the data is from Active H data.
| Code | Tenant Satisfaction Measure | 2025 | 2026 |
| 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? | 83.1% | 84.9% |
- TP05 would be based on the percentage of tenants who say they are satisfied. TP05 was measured by tenant perception survey.
- The responsible Director and Head of Department for TP05 is the Director of Property and Sustainability / Head of Health & Safety.
- A census survey was undertaken in February/March.
- The source of the data is from the Annual Tenant Satisfaction Survey results and analysis.
Effective handling of complaints
| Code | Tenant Satisfaction Measure | 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. | Stage 1: 40.5% Stage 2: 2.3% | Stage 1: 27.2% Stage 2: 0.6% |
- CH01 is measured directly by Golden Lane Housing’s management information.
- The responsible Director and Head of Department for CH01 is the Director of Housing & Tenant Experience /
Head of Tenant Experience.
| Code | Tenant Satisfaction Measure | 2025 | 2026 |
| 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. | Stage 1: 95.9% Stage 2: 100% | Stage 1: 92.0% Stage 2: 100% |
- CH02 is measured directly by Golden Lane Housing’s management information.
- The responsible Director and Head of Department for CH02 is the Director of Housing & Tenant Experience /
Head of Tenant Experience.
Respectful and helpful engagement
| Code | Tenant Satisfaction Measure | 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? | 72.5% | 70.7% |
- TP06 was measured by tenant perception survey.
- The responsible Director and Head of Department for TP06 is the Director of Housing & Tenant Experience /
Head of Tenant Experience. - A census survey was undertaken in February/March.
- The source of the data is from the Annual Tenant Satisfaction Survey results and analysis.
| Code | Tenant Satisfaction Measure | 2025 | 2026 |
| 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? | 76.0% | 75.6% |
- TP07 was measured by tenant perception survey.
- The responsible Director and Head of Department for TP07 is the Director of Housing & Tenant Experience /
Head of Tenant Experience. - A census survey was undertaken in February/March.
- The source of the data is from the Annual Tenant Satisfaction Survey results and analysis.
| Code | Tenant Satisfaction Measure | 2025 | 2026 |
| TP08 | 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? | 84.6% | 83.2% |
- TP08 was measured by tenant perception survey.
- The responsible Director and Head of Department for TP08 is the Director of Housing & Tenant Experience /
Head of Tenant Experience. - A census survey was undertaken in February/March.
- The source of the data is from the Annual Tenant Satisfaction Survey results and analysis.
| Code | Tenant Satisfaction Measure | 2025 | 2026 |
| TP09 | Satisfaction with the landlord’s approach to handling of complaints Have you made a complaint to your landlord in the last 12 months ? | 49% | 29% |
| If yes, how satisfied or dissatisfied are you with your landlord’s approach to complaints handling? | 56.5% | 60.5% |
- TP09 was measured by tenant perception survey.
- The responsible Director and Head of Department for TP09 is the Director of Housing & Tenant Experience /
Head of Tenant Experience. - A census survey was undertaken in February/March.
- The source of the data is from the Annual Tenant Satisfaction Survey results and analysis.
Responsible neighbourhood management
| Code | Tenant Satisfaction Measure | 2025 | 2026 |
| NM01 (1) | number of anti-social behaviour cases opened per 1000 homes | 8.6% | 26.0% |
- NM01 (01) is measured directly by Golden Lane Housing’s management information.
- The responsible Director and Head of Department for NM01 (01) is the Director of Housing & Tenant Experience /
Head of Housing.
| Code | Tenant Satisfaction Measure | 2025 | 2026 |
| NM01 (2) | number of hate incidents reported per 1000 homes | 0% | 1.3% |
- NM01 (02) is measured directly by Golden Lane Housing’s management information.
- The responsible Director and Head of Department for NM01 (02) is the Director of Housing & Tenant Experience /
Head of Housing.
| Code | Tenant Satisfaction Measure | 2025 | 2026 |
| 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 ? | 69.9% | 77% |
| If yes, how satisfied or dissatisfied are you that your landlord keeps these communal areas clean, and well-maintained? | 70.3% | 75% |
- TP10 was measured by tenant perception survey.
- The responsible Director and Head of Department for TP10 is the Director of Housing & Tenant Experience /
Head of Housing. - A census survey was undertaken in February/March.
- The source of the data is from the Annual Tenant Satisfaction Survey results and analysis.
| Code | Tenant Satisfaction Measure | 2025 | 2026 |
| 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? | 72.4% | 71.9% |
- TP11 was measured by tenant perception survey.
- The responsible Director and Head of Department for TP11 is the Director of Housing & Tenant Experience /
Head of Housing. - A census survey was undertaken in February/March.
- The source of the data is from the Annual Tenant Satisfaction Survey results and analysis.
| Code | Tenant Satisfaction Measure | 2025 | 2026 |
| 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? | 70.7% | 74.6% |
- 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.
- TP12 was measured by tenant perception survey.
- The responsible Director and Head of Department for TP12 is the Director of Housing & Tenant Experience /
Head of Housing. - A census survey was undertaken in February/March.
- The source of the data is from the Annual Tenant Satisfaction Survey results and analysis.