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Tenant Satisfaction Measure Results 2025 - 26

Our Tenant Satisfaction Measures (TSM) Results

At Halton Housing we are committed to providing clear and easy to understand information about our services. This includes how to access them, how we are performing, what customers are telling us and how we are using customer feedback to drive service improvement.

Our TSM’s were calculated in line with the technical requirements set out by the Regulator of Social Housing and you can find out more about our methods for collecting TSM’s here.

Our 2025-26 Results

 

 

The measures

 

 

Emergency: The target time to attend to the majority of emergency repairs was within 4 hours up to August 2026. Following consultation with customers, this was changed to a 24 hour completion target for all emergency repairs from August 2026.

Non-Emergency: There are three timescales for non-emergency repairs. Urgent Repairs (5 working days). Routine Repairs (20 working days). Planned works on Day to Day (90 working days).

More information on our repairs timescales is available here.

 

 

 

*per 1000 properties. 

 

 

Performance Key 

👍 Improved – Performance has increased compared with 2025. 

👎 Declined – Performance has decreased compared with 2025. 

➖ No Change – Performance remains unchanged compared with 2025.

For a reminder of the summary of the measures collected, click here

How representative are our survey responses?

To make sure our TSM survey results are representative, we compare our respondents with our overall customer base across four specific attributes; ethnicity, gender, age and needs. This helps us ensure that the feedback we receive reflects the experiences and opinions of our customers and identify any groups we may need to engage with more effectively.

Explore the data

What are the TSM survey questions?

As part of the Tenant Satisfaction Measures (TSM), we ask customers a set of 12 standard questions used by all social housing landlords. These questions help us understand how satisfied customers are with our services and identify where we can improve.

View the questions

What are our results are telling us?

Our customers’ safety remains our top priority. While 81.6% of customers feel safe in their homes, we know there’s more to do, and we’re committed to making sure every customer feels secure and protected.

We’re also pleased that 79.2% of customers are satisfied with the overall service we provide. However, we’re not standing still. We’ll continue to focus on improving key areas such as repairs, complaints handling, and anti-social behaviour (ASB) responses to ensure more customers are happy with the services they receive.

We aim to deliver great services every time, but we know things can sometimes go wrong. When they do, we want to put things right quickly, keep customers informed, and make sure we follow through on our promises. This year, we responded to 95.8% of Stage 1 and 98% of Stage 2 complaints on time.

We also understand the serious impact that ASB can have on individuals and communities. That’s why we’re committed to working closely with local authorities, the police, and other partners to tackle and prevent ASB. With 67.5% of customers satisfied with how we handle ASB, we’ll continue to act quickly, take meaningful action, and keep customers informed every step of the way.

What’s next?

We have now submitted our performance to the Regulator of Social Housing and in Autumn 2026 the results for the whole sector will be published, so customers can see how we perform against others too.

We will be monitoring the action that we take from our TSMs, to make sure that it is delivering improvement for our customers. 

We have also now started to collect our TSM data for 2026-27 and will be reaching out to around 600 customers between now and March 2027 to take part in the survey. We really hope that as many customers as possible share their views with us. 

How do we compare to previous years?

View a comparison of the last 3 years of our Tenant Satisfaction Measures here.