Tenant Satisfaction Measures 2025-26
Tenant Satisfaction Measures, or TSMs, help tenants understand how we are performing as a landlord.
They bring together what tenants tell us about their homes and housing services with information about how we manage our homes, including repairs, safety, complaints and anti-social behaviour.
The measures are set by the Regulator of Social Housing and are designed to give tenants greater transparency about their landlord’s performance.
Our latest results cover the year 1 April 2025 to 31 March 2026.
Our 2025-26 results
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Overall satisfaction
Tenants who responded and were satisfied with the overall service provided by Southdown.
Keeping homes in good repair
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Satisfaction with repairs
Tenants satisfied with the overall repairs service.
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Time taken to complete repairs
Tenants satisfied with the time taken to complete their most recent repair.
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Home is well maintained
Tenants satisfied that their home is well maintained.
Keeping homes safe
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Satisfied that home is safe
Tenants satisfied that their home is safe.
Respectful and helpful engagement
These results show whether tenants feel listened to, kept informed and treated fairly and with respect.
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We listen and act
Tenants satisfied that Southdown listens to their views and acts on them.
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Kept informed
Tenants satisfied that Southdown keeps them informed about things that matter to them.
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Fair treatment and respect
Tenants satisfied that Southdown treats them fairly and with respect.
Effective handling of complaints
These figures show what tenants told us about complaint handling, alongside information about the complaints we received and how quickly we responded.
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Satisfaction with complaint handling
Tenants satisfied with Southdown’s approach to handling complaints.
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Stage 1 complaints
Stage 1 complaints received per 1,000 homes.
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Stage 2 complaints
Stage 2 complaints received per 1,000 homes.
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Stage 1 responses within timescales
Stage 1 complaints responded to within the required timescale.
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Stage 2 responses within timescales
Stage 2 complaints responded to within the required timescale.
Responsible neighbourhood management
These results show what tenants told us about communal areas, their neighbourhood and our approach to anti-social behaviour.
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Communal areas
Tenants satisfied that Southdown keeps communal areas clean and well maintained.
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Contribution to the neighbourhood
Tenants satisfied that Southdown makes a positive contribution to their neighbourhood.
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Handling anti-social behaviour
Tenants satisfied with Southdown’s approach to handling anti-social behaviour.
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Anti-social behaviour cases
Anti-social behaviour cases recorded per 1,000 homes.
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Hate-related anti-social behaviour cases
Hate-related anti-social behaviour cases recorded per 1,000 homes.