Tenant Satisfaction Measures

This is the second year we’ve reported our performance based on the Regulator of Social Housing’s Tenant Satisfaction Measures (TSMs). The regulator designed these measures to improve the quality of social housing. 

They assess how well landlords are doing with providing good quality homes and services. 

The measures focus on six key themes: 

  • Overall satisfaction 
  • Keeping properties in good repair
  • Maintaining building safety
  • Respectful and helpful engagement
  • Effective handling of complaints
  • Responsible neighbourhood management. 

There are 22 measures: 12 of these measures come directly from a customer survey carried out by a market research company called IFF Research. 10 come from the information we hold on our operational performance. 

The following results cover the financial year 2024/2025 and have also been shared with the Regulator of Social Housing. The results compare our performance for this year with the previous year and provide a peer median comparison. This is the average score of all Registered Providers of social housing with 1,000 or more units of social housing stock.  

Key: 

  • Low Cost Rental Accommodation (LCRA) - This includes for example general needs, supported housing, intermediate rent, and temporary social housing.
  • Low Cost Home Ownership (LCHO) - This includes, for example, shared ownership properties (which have not been fully staircased).

*Percentage indicates level of satisfaction

*Peer Median from 23-24 TSM performance excludes CHP Performance

Colour key:
  • Red: Indicates negative movement

  • Amber: Indicates no movement

  • Green: Indicates positive movement

73.2%

77.8%

How satisfied or dissatisfied are you with the service provided by CHP?

Last year: 78.8%

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Last update: 25 June 2025

74.7%

82%

How satisfied are you with the overall repairs service in the last 12 months?

Last year: 82%

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Last update: 25 June 2025

67.7%

79.2%

How satisfied are you with the time taken to complete your most recent repair?

Last year: 79.7%

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Last update: 25 June 2025

72.4%

77.9%

How satisfied are you that CHP provides a home that is well-maintained?

Last year: 78%

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Last update: 25 June 2025

80.7%

78.8%

How satisfied are you that CHP provides a home that is safe?

Last year: 82%

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Last update: 25 June 2025

62.5%

64.8%

How satisfied are you that CHP listens to your views and acts upon them?

Last year: 65%

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Last update: 25 June 2025

70.4%

74.1%

How satisfied are you that CHP keeps you informed about things that matter to you?

Last year: 73.3%

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Last update: 25 June 2025

77.8%

81%

How satisfied are you that CHP treats you with fairness and respect?

Last year: 82.2%

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Last update: 25 June 2025

35.6%

34%

How satisfied are you with CHP's approach to complaints handling?

Last year: 39.4%

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Last update: 25 June 2025

58.9%

70.6%

How satisfied are you that CHP keeps communal areas clean and maintained?

Last year: 68.8%

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Last update: 25 June 2025

60.5%

63.3%

How satisfied are you that CHP makes a positive contribution to your neighbourhood?

Last year: 61.9%

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Last update: 25 June 2025

56%

52%

How satisfied are you with CHP's approach handling anti-social behaviour?

Last year: 51.7%

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Last update: 25 June 2025

TSMs generated from management information

CH01 | LCRA

44.28

83.9

Number of stage one complaints received per 1000 homes

Last year: 37.8

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Last update: 25 June 2025

CH01 | LCRA

5.3

11.6

Number of stage two complaints received per 1000 homes

Last year: 5.40

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Last update: 25 June 2025

CH02 | LCRA

89.37%

96.6%

% of stage one complaints responded to within complaints handling code timescales (incl extensions)

Last year: 86.1%

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Last update: 25 June 2025

CH02 | LCRA

91.7%

59.8%

% of stage two complaints responded to within complaints handling code timescales (incl extensions)

Last year: 63.5%

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Last update: 25 June 2025

NM01 | LCRA & LCHO 

43.3

27.8

Number of anti-social behaviour cases opened per 1000 homes

Last year: 56.4

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Last update: 25 June 2025

NM01 | LCRA & LCHO 

0.7

1.1

Number of anti-social behaviour cases that involve hate incidents opened per 1000 homes

Last year: 1.5

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Last update: 25 June 2025

RP01 | LCRA 

0%

0.1%

% of homes that do not meet the Decent Homes Standard

Last year: 0.4%

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Last update: 25 June 2025

RP02 | LCRA 

90.8%

95.9%

% of emergency repairs completed within target timescales

Last year: 98.3%

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Last update: 25 June 2025

RP02 | LCRA 

71.7%

70.4%

% of non-emergency repairs completed within target timescales

Last year: 73.5%

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Last update: 25 June 2025

BS01 | LCRA & LCHO 

100%

99.9%

% of homes for which all required gas safety checks have been carried out

Last year: 99.8%

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Last update: 25 June 2025

BS02 | LCRA & LCHO 

100%

99.8%

% of homes for which all required fire risk assessments have been carried out

Last year: 100%

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Last update: 25 June 2025

BS03 | LCRA & LCHO 

100%

100%

%of homes for which all required asbestos management surveys or re-inspections have been carried out

Last year: 100%

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Last update: 25 June 2025

BS04 | LCRA & LCHO 

100%

99.9%

% of homes for which all required legionella risk assessments have been carried out

Last year: 99.3%

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Last update: 25 June 2025

BS05 | LCRA & LCHO 

100%

100%

% of homes for which all required communal passenger lift safety checks have been carried out

Last year: 98.8%

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Last update: 25 June 2025

*BS01: Out of the seven gas safety checks overdue by the end of March, six had appointments booked (three of these homes were from the recent L&Q stock transfer), and one was with our Income Team for a pre-eviction meeting. 

*BS02: Although we’d been told the required fire risk assessments had been carried out, the evidence for four homes in a block of flats not owned by us hadn’t been received, so we reported them overdue. 

*BS03: The two homes with overdue asbestos re-inspections had appointments booked for April.