Housing Performance
At Ashford Borough Council, we are committed to ensuring our tenants have access to information to evaluate our performance as a landlord, please see our performance figures below:
Tenant Satisfaction Survey (TSM)
Each year we conduct a perception survey to measure satisfaction among our tenants across 12 key areas. The questions that are asked are set out by central government and are as follows:
- Overall satisfaction
- Satisfaction with repairs
- Satisfaction with time taken to complete most recent repair
- Satisfaction that the home is well maintained
- Satisfaction that the home is safe
- Satisfaction that the landlord listens to tenant views and acts upon them
- Satisfaction that the landlord keeps tenants informed about things that matter to them
- Agreement that the landlord treats tenants fairly and with respect
- Satisfaction with the landlord’s approach to handling complaints
- Satisfaction that the landlord keeps communal areas clean and well maintained
- Satisfaction that the landlord makes a positive contribution to neighbourhoods
- Satisfaction with the landlord’s approach to handling anti-social behaviour
The perception survey was introduced in 2023 and the next survey will be conducted towards the end of this year. You can find the results of our previous surveys below:
| Perception Areas | Year One Results (2023/24) | Year Two Results (2024/25) | Year Three Results (2025/26) | Year Four Results Q1 (Apr - Jun 2026) | Year Four Results Q2 (Jul - Sep 2026) |
|---|---|---|---|---|---|
| Overall satisfaction | 63% | 59% | 56% | 65% | 69% |
| Repairs service | 65% | 62% | 62% | 67% | 74% |
| Repair completion time | 59% | 53% | 55% | 65% | 68% |
| Well maintained home | 66% | 61% | 60% | 69% | 72% |
| Safety of home | 72% | 69% | 67% | 74% | 78% |
| Listens and acts | 49% | 45% | 43% | 58% | 60% |
| Keeps me informed | 60% | 60% | 57% | 69% | 76% |
| Respectful and fair | 67% | 60% | 65% | 71% | 79% |
| Complaint Handling | 27% | 25% | 22% | 35% | 31% |
| Communal areas | 62% | 56% | 59% | 61% | 73% |
| Positive neighbourhood contribution | 52% | 50% | 51% | 61% | 70% |
| Antisocial behaviour | 45% | 48% | 48% | 62% | 64% |
We conducted our year one, year two and year three Tenant Satisfaction Survey in one go, once per year. Next year we will be changing the way we conduct our survey and will conduct part of our survey each quarter (over four separate periods) to allow us to review and respond to your feedback quickly and to see if our improvements are making a difference.
We also publish our full results with management information each year. We are due to publish our full management information for year three before the end of June 2026. Find out more about previous years below:
Annual Tenant Satisfaction Survey 2023-2024
Annual Tenant Satisfaction Survey 2024-2025
Annual Tenant Satisfaction Survey 2025-2026
Get more involved
If you would like to be more involved and work with other tenants to investigate our performance and recommend improvements, please sign up to be an involved tenant. You can sign up by completing our online form, by emailing us at tenant.contact@ashford.gov.uk or by calling our Tenant Engagement Officers, Kirsty on 01233 330700, or Emily on 0300 0424037.
