Annual Tenant Satisfaction Survey 2025-2026

The Regulator of Social Housing requires social landlords to carry out annual assessments of tenant satisfaction and publish the results along with key data regarding how their housing services and homes are managed.

A set of tenant satisfaction measures (more commonly known as TSMs) have been produced to make the performance of landlords more visible to tenants and help them to hold their landlords to account.

There are 22 TSMs, some of which are measured directly by the council such as safety checks, and others which are measured by tenants voicing their views within a survey.

TSM Survey 2025-26

Ashford Borough Council conducted its Tenant Satisfaction Survey over a six week period from 25 August 2025 to 10 October 2026. The survey was conducted by The Learning Foundation (TLF) who conducted this survey for us the previous years, with surveys being carried out by phone, web link and post.

The information collected during the survey period and our housing management information has been submitted to the Regulator of Social Housing. Our results have been published below in accordance with guidance from the Regulator which you can find below.

Management information TSM

Management information covers a variety of areas from how many safety compliance checks we carry out on our properties, as well as how many repairs, complaints and cases of anti-social behaviour are raised with us.

A summary of these management figures can be seen below:

Building Safety

Proportion of homes for which all gas safety checks have been carried out: 100%
Proportion of homes for which all required fire risk assessments have been carried out: 100%
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out: 100%
Proportion of homes for which all required legionella risk assessments have been carried out: 100%
Proportion of homes for which all required communal passenger lift safety checks have been carried out: 100%

Antisocial Behaviour (ASB)

Number of anti-social behaviour cases, opened per 1,000 homes: 47.8
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes: 1.5

Decent Homes Standard (DHS) and Repairs

Proportion of homes that do not meet the Decent Homes Standard: 23.1%
Proportion of non-emergency responsive repairs completed within the landlord's target timescale: 66.8%
Proportion of emergency responsive repairs completed within the landlord's target timescale: 99.9%

Complaints

Number of stage one complaints received per 1,000 homes: 124.2
Number of stage two complaints received per 1,000 homes: 28.2
Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales: 85.9
Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales: 88.3

Tenant perception survey TSMs

Please view the summary of our survey and approach for the year three survey in the following document: Annual Tenant Survey summary of approach and questionnaire. [pdf] 334KB

The TSM survey asks tenants for their perception on subjects such as property repairs, maintaining building safety, effective complaints handling, respectful and helpful tenant engagement, and responsible neighbourhood management. This direct feedback from tenants ensures that we understand what we are doing well and where improvements might need to be made.

Data collected is covered by privacy and data protection laws and any tenants that took part could opt to be anonymous with their responses, or provide their details attached to feedback. 

Perception Survey Results

Firstly, we would like to say a big thank you to all those who took part in our 2025/6 satisfaction survey. Hearing first hand experiences and honest feedback about our homes and services really does help us to look at ways we can improve.

This year's survey was launched on 25 August 2025 and ran for a six-week period and was carried out by our research partner TLF on our behalf. All tenants were given the opportunity to respond either via post, telephone or online via an email link.

We received 1015 responses, representing 20% of all our properties. Weighting of the data was not required to represent our tenant population, as weighting by age group and tenure type made less than 1% difference to the overall satisfaction score.

We can be very confident (95%) that the data closely represents how satisfied most tenants would be even if they did not respond to the survey. No incentives were offered to tenants to complete the survey.

Below is an overview of how satisfied our tenants are with Ashford Borough Council (ABC) across the 12 TSMs:

55.8% of tenants are satisfied with the service provided by ABC
61.7% are satisfied with the overall repairs service from ABC (only those that have raised a repair within the past 12 months answered this)
55.3% are satisfied with the time taken to complete their most recent repair
59.6% are satisfied that ABC provides a home that is well maintained
67.0% are satisfied that ABC provides a home that is safe
42.7% are satisfied that ABC listens to their views and acts upon them
57.1% are satisfied that ABC keeps them informed about things that matter to them
65.1% are satisfied with ABC treating them fairly and with respect
21.6% are satisfied with ABC's approach to complaints handling (only those that have raised a complaint in the past 12 months answered this)
58.6% are satisfied with ABC keeping communal areas clean and well maintained (only those that live in a property with communal areas inside/outside answered this)
51.1% are satisfied that ABC makes a positive contribution to their neighbourhood
47.9% are satisfied with ABC's approach to handling anti-social behaviour