In April 2023, the Regulator of Social Housing introduced Tenant Satisfaction Measures (TSMs) which are used to assess how well a landlord provides services to its tenants. As Keelman Homes is a small housing provider with under 1000 homes, we tend to carry out a tenant perception survey every two years and publish our management measures every year.
Below you will find the same tenant perception results as 2024/25, however the management measures are for the financial year ending March 2026.
What are the measures?
There are 22 Tenant Satisfaction Measures (TSMs) that show how well landlords are looking after their residents. They cover six key areas:
- Overall satisfaction
- Repairs and maintenance
- Building safety
- Neighbourhood management
- Complaints handling
- Respectful, helpful engagement
Twelve measures are based on tenant feedback, gathered through perception surveys.
The other ten of these measures come from our own records of the services we provide, like how quickly we fix repairs and keep homes safe. Management services are usually provided by Karbon Homes.
For more details, visit the Regulator of Social Housing website.
Tenant Perception Measures
69.8% – TP01 Overall Satisfaction
65.7% – TP02 Satisfaction with repairs
61.4% – TP03 Satisfaction with time taken to complete most recent repair
67.7% – TP04 Satisfaction that the home is well maintained
70.8% – TP05 Satisfaction that the home is safe
65.6% – TP06 Satisfaction that the landlord listens to tenant views and acts upon them
58.6% – TP07 Satisfaction that the landlord keeps tenants informed about things that matter to them
70% – TP08 Agreement that the landlord treats tenants fairly and with respect
39.1% – TP09 Satisfaction with the landlord’s approach to handling complaints
85.7% – TP10 Satisfaction that the landlord keeps communal areas clean and well maintained
60% – TP11 Satisfaction that the landlord makes a positive contribution to neighbourhoods
52.1% – TP12 Satisfaction with the landlord’s approach to handling anti-social behaviour
Management Measures
CH01: Number of stage one complaints received was 81.7 per 1000 homes (110.7 in 2024) *
CH01: Number of stage two complaints received was 9.8 per 1000 homes (9.8 in 2024) *
CH02: 100% of stage one complaints were responded to within the Housing Ombudsman’s Complaint Handling Code timescales (100% in 2024) *
CH02: 100% of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales (100% in 2024) *
RP01: 0% of homes did not meet the Decent Homes Standard (1.1% in 2024)
RP02: 81.9% of non-emergency responsive repairs were completed within the landlord’s target timescale (71.1% in 2024)
RP02: 100% of emergency responsive repairs were completed within the landlord’s target timescale (99.6% in 2024)
NM01.1: 39.2 anti-social behaviour cases opened per 1000 homes (11 in 2024) *
NM01.2: 3.7 anti-social behaviour cases opened per 1000 homes that involve hate incidents (0 in 2024) *
BS01: 100% of homes which required gas safety checks had them carried out (100% in 2024)
BS02: 100% of homes for which required fire risk assessments had them carried out (100% in 2024)
BS03: 100% of homes for which required asbestos management surveys or re-inspections had them carried out (100% in 2024)
BS04: 100% of homes for which required legionella risk assessments had them carried out (100% in 2024)
BS05: Not applicable** Proportion of homes for which all required communal passenger lift safety checks have been carried out (Same as 2024)
* For these figures, we have reported on both our low-cost rental accommodation and low-cost homeownership properties as Keelman are responsible for handling complaints and Anti-Social Behaviour (ASB) cases for all tenants.
** Keelman Homes is not responsible for management of any communal passenger lifts. We have a few domestic lifts within dwellings and 100% of these lifts were serviced within planned timescales.
