The Regulator of Social Housing’s Tenant Satisfaction Measures (TSMs) came into effect in April 2023. The TSMs are intended to help tenants to hold their landlords to account in areas that are important to them. There are 22 mandatory TSMs, 12 of which are based on perception surveys with a sample of tenants.

For 2025-26 we re-commissioned an independent company to complete perception surveys with Barnet Homes tenants.. The table below shows that satisfaction scores improved for all but one of the perception TSMs in 2025/26, compared to last year (2024/25).

Thank you to everyone who took the time to complete a survey and give feedback about Barnet Homes.

The key drivers of overall satisfaction (areas of most importance to tenants) from this year’s surveys are shared below. They are similar to the key driver areas for 2024/25 but in a slightly different order.

 

2024/25 key drivers

2025/26 key drivers
  1. Well-maintained home
  2. Listens and acts
  3. Easy to deal with
  4. Repairs service
  1. Listens and acts
  2. Well-maintained home
  3. Easy to deal with

 

What has the survey feedback told us?

We have identified the main issues shared in comments given by tenants who completed a survey in 2025/26 that are relevant to the ‘key driver’ areas. The table below shows these areas and the specific concerns of tenants in each area that we need to address through service improvements.

 

Area

Specific concerns from surveys
How well we listen to your views & act on them
  • Long wait times for repairs/ time taken for repairs
  • Specific types of repairs not being fully resolved e.g. leaks and damp and mould
  • Lack of follow-up when issues/ enquiries are reported
How well-maintained your home is
  • Long wait times for repairs/ time taken for repairs
  • Poor maintenance/ cleaning of communal areas and grounds
How easy we are to deal with
  • Difficulties contacting us by phone including long wait times
  • Communication issues e.g. lack of updates/ follow-ups and information on what happens next
  • Accessibility needs were not met e.g. time of day requirements for an appointment not adhered to

 

This survey analysis will be used along with complaints themes and other insight to update our service improvement plans. If you would like to share any further feedback with us about the areas listed above or be involved in shaping our improvement plans, please email talk2us@barnethomes.org.