The Social Housing (Regulation) Act 2023 introduced new measures to improve the standards, safety and operation of social housing.
Last updated: 15 September 2025
Next review: 2 September 2026
Our Housing service is managed by the Housing Senior Leadership Team.
Key roles in regards to performance against the consumer standards are:
The Social Housing (Regulation) Act 2023 introduced the requirement for us to collect and report annually to the Regulator of Social Housing against 22 Tenant Satisfaction Measures (TSMs), under the new Transparency, Influence and Accountability consumer standard. This applies to our role as a social landlord, covering tenancy and asset management responsibilities for the homes we own and manage. Full details of the four consumer standards can be found on the Government website. The aim is to:
We began recording TSM information on 1 April 2023. Our results for business years 2023/24 and 2024/25 have been submitted to the Regulator of Social Housing and are listed below. Of the 22 measures:
In May 2023, we appointed Housing Quality Network (HQN), industry experts, to support us in completing a self-assessment against the new consumer standards. As a result, we developed a Regulation Action Plan to help deliver service improvements.
The Regulator of Social Housing published a national table of results for 2023/24. The table below demonstrates how we compare against our peers based on the figures for 2023/24.
There are several different ways tenant perception surveys can be completed, for example SMS, by post, telephone and face-to-face. We’ve compared our results to 37 other London landlords, councils and housing associations, who used similar methods to us for gathering feedback in 2023/24, mainly telephone surveys.
For the 10-management system TSM’s we collect the data directly and compare ourselves to 52 other London social landlords, including housing associations, for these measures.
| TSM reference | Description | Our score 2023/24 | Our score 2024/25 | How we compare (2023/24) | Commentary |
Overall satisfaction | |||||
| TP01 | Proportion of respondents who report that they are satisfied with the overall service from their landlord. | 61% | 62% | Median | In January 2023 we started our Housing Transformation Programme, which has delivered significant service improvements. Service improvement work is continuing across repairs, tenancy management and complaints and we expect our satisfaction results to continue to improve as a result. |
Building safety | |||||
| BS01 | Proportion of homes for which all required gas safety checks have been carried out. | 100% | 100% | Upper | Fully compliant. |
| BS02 | Proportion of homes for which all required fire risk assessments have been carried out. | 100% | 95% | Lower | Fire Risk Assessments (FRAs) were postponed on a small minority of buildings (7 in total) while we carried out building safety works. Works for these buildings have now been completed, and assessment reports are being finalised. |
| BS03 | Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. | 100% | 100% | Upper | Fully compliant. |
| BS04 | Proportion of homes for which all required legionella risk assessments have been carried out. | 97% | 100% | Upper | Fully compliant. |
| BS05 | Proportion of homes for which all required communal passenger lift safety checks have been carried out. | 85% | 89% | Lower | Performance declined during a change of contractor in 2024. A recovery plan is in place to return to 100% compliance under the new contractor. |
Repairs | |||||
| TP02 | Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service. | 62% | 63% | Median | Our repairs and maintenance policy was updated in August 2025, and comprehensive improvement plans are in place. You can find out more at Report a repair. |
| TP03 | Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair. | 63% | 64% | Upper | We are working closely with our repairs contractors to better coordinate works ensuring our service is efficient and timely to improve satisfaction. |
| TP04 | Proportion of respondents who report that they are satisfied that their home is well maintained. | 62% | 63% | Median | Our new post inspection process is having an impact by assessing the quality of repairs carried out by our repairs contractors, as part of our quality assurance checks. |
| TP05 | Proportion of respondents who report that they are satisfied that their home is safe. | 70% | 69% | Median | We want to make sure all residents feel safe in their homes. We continue to review our housing stock information, ensuring it’s up to date and relevant safety checks are in place for all our properties. If you have any questions regarding the safety of your home, please email us at buildingsafety@walthamforest.gov.uk. |
| TP06 | Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. | 51% | 56% | Median | Our Housing Engagement and Insight team has developed a Resident Involvement Strategy through consultation with residents. The strategy sets clear priorities that will support the delivery of excellent resident involvement. For each of these five priority areas, the strategy sets out clear and measurable actions that will be undertaken to deliver and achieve these. |
| TP07 | Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. | 72% | 74% | Upper | We are pleased that the majority of our residents report they are satisfied with how we keep them informed. Our Resident News magazine goes out to all council tenants and leaseholders across the borough. |
| TP08 | Proportion of respondents who report that they agree their landlord treats them fairly and with respect. | 67% | 71% | Median | We are concerned that a significant minority of our tenants do not feel they are treated with fairness and respect. We are speaking to residents and drawing on other data sources to understand the issues behind this. Training to improve customer service has been delivered to both housing officers and our contractors. |
| RP01 | Proportion of homes that do not meet the Decent Homes Standard | 17% |
19%
| Lower | We have fully funded plan in place to reach 100% decency for all our properties by 2030. |
| RP02(1) | Proportion of non-emergency responsive repairs completed within the landlord’s target timescale. | 74% | 79% | Median | We proactively review our performance with our repair contractors. When repairs are not completed in time, we identify the root cause of the issue to prevent it happening again. A repairs Improvement Plan is in place to improve performance in terms of quality and timeliness. |
| RP02(2) | Proportion of emergency responsive repairs completed within the landlord’s target timescale. | 96% | 96% | Median | We aim to respond to ‘critical’ emergency repairs within 4 hours and ‘essential’ emergency repairs within 24 hours. Learn more about reporting a repair. |
Complaints | |||||
| TP09 | Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling. | 21% | 20% | Lower | We continue to focus on resolving Stage 1 complaints, where failures have been identified. In March 2023, we implemented a new complaints process to meet the Housing Ombudsman’s 10-day response time for Stage 1 complaints. We have introduced a new Housing complaints policy to deliver better outcomes for residents and to meet the Housing Ombudsman’s complaint handling code. We are training our teams to be transparent and empathetic in how they respond to complaints, recognising fault where it occurs, acting swiftly to address issues and provide appropriate compensation. |
| CH01(1) | Number of Stage 1 complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes | 42 | 59 | Median | We have updated our complaints process to ensure it is accessible and easy to use for residents. For more information visit our website page Make a complaint. |
| CH02(1) | Proportion of Stage 1 responded to within the Housing Ombudsman’s Complaint Handling Code timescales | 85% | 89% | Upper | A dedicated complaints and enquiries team has been established to improve the timeliness and quality of our complaint responses. We are focussing on resolving complaints at Stage 1. We are taking a more proactive and empathetic approach at the earliest possible stage of service failure. |
| CH01(2) | Number of Stage 2 complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes | 6 | 15 | Median | We have updated our complaints process to ensure it is accessible and easy to use for residents. For more information visit our website page Make a complaint. |
| CH02(2) | Proportion of Stage 2 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales | 46% | 41% | Lower | Since January 2025 we have implemented a new corporate complaints improvement plan to improve how we handle and manage Stage 2 complaints and are starting to see improvements in turnaround time this calendar year. |
Neighbourhood Management | |||||
| TP10 | Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. | 63% | 65% | Median | In 2023 we launched our new service standards for our communal areas which outlines the team’s responsibilities. Read our service standards. |
| TP11 | Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. | 67% | 68% | Median | Over the last five years we have invested in resident-led estate improvements to communal areas alongside waste area upgrades. |
| TP12 | Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour | 61% | 59% | Median | We have completed staff training to ensure anti-social behaviour (ASB) cases are properly recorded and tracked.
|
| NM01 (1) | Number of anti-social behaviour cases opened per 1,000 homes. | 10.3 | 12.8 | n/a | |
| NM01 (2) | Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes. | 0 | 1.3 | n/a | |
We collected our TSMs data through a combination of two methods:
The quarterly surveys started on 1 June 2024 and ended on 28 February 2025.
We submitted our TSMs information to the Regulator of Social Housing on 30 June 2025.
View a full copy of our survey. You can also download information on our survey methodology.
From October 2024 to December 2024, 1,094 non-emergency communal repairs were raised with Morgan Sindall Property Services (MSPS), and 810 of these communal repairs were completed, of which 590 (73%) were completed within the target time. During the same period, 204 emergency communal repair cases were raised, of which 178 were completed and 161 (90%) were completed within the target time.
Our 2025/26 budget was agreed by the Council’s Cabinet in February 2025.
The table below illustrates how each £1 of your rent and service charge collected will be spent.
| Repairs and improvements | 44p |
| Investment to improve existing homes and build new homes (interest payments) | 18p |
| Staff costs | 12p |
| Office, insurance and other running costs | 13p |
| Services e.g. gardening caretaking CCTV and lighting | 11p |
| Rent and service charges unpaid by residents | 1p |
| Contribution to reserves | 1p |
