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Council tenants

1.Tenant Satisfaction Measures (TSMs)

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    About Tenant Satisfaction Measures

    In April 2024, new guidelines were introduced by the Regulator of Social Housing in England.

    These guidelines require social housing landlords, including councils, to report against specific criteria or standards, known as ‘measures’. These measures illustrate how well social housing landlords are providing quality homes and services to tenants.

    These are called Tenant Satisfaction Measures (TSMs). They cover the following five themes:

    You can read more about TSMs on the government’s Regulator of Social Housing website:

    GOV.UK - Tenant Satisfaction Measures - Summary of RSH requirements

    How we collected the data

    We worked with independent research company Service Insights Ltd to carry out the 2025 Tenant Satisfaction Measures (TSMs) survey, following official guidelines and the Market Research Society Code of Conduct.

    A telephone survey was carried out over January - February 2025. In total, 977 tenant responses were collected, and 12 questions were asked. The rest of the measures came from the information we keep on our records.

    We chose our survey collection method as we know telephone is a popular method for contact by our residents and face-to-face would be impractical based on our large geography.

    We tendered the work to an external specialist company to bring expertise and also independence by not using our staff, and to ensure that the minimum sample size was achieved

    The survey we used is available to read in full:

    East Riding of Yorkshire Council TSM Questionnaire 2025/26 (pdf 936kb)

    Our TSM results

    Our results tell us that:

    • 81.8%

      of our tenants are satisfied with the overall service from the council.

    View our results in table format

    You can also read our TSM results as a table:

    Our approach and methods

    You can find out more about how we collect, check and present this information in the following document:

    Tenant Satisfaction Measures (TSM) Methodology 2025-26 (pdf 124kb)

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    • 82.9%

      Satisfied with the overall repairs service over the past 12 months.

    • 81.3%

      Satisfied with the time taken to complete your repair.

    • 83.6%

      Satisfied that the homes provided by the council are well maintained.

    • 1.7%

      Homes do not meet the Decent Homes Standard.

    • 99.1%

      Proportion of emergency responsive repairs completed within the landlord’s target timescale.

    • 98.9%

      Proportion of non-emergency responsive repairs completed within the landlord’s target timescale.

    • 74.4%

      Satisfied the council keeps communal areas clean and well-maintained.

    • 100%

      Asbestos safety checks completed.

    • 99.5%

      Water safety checks completed.

    • 90%

      Satisfied that the council provides a home that is safe, when thinking about the home that they live in.

    • 98.9%

      Non-emergency repairs completed within the target timescale.

    • 99.1%

      Emergency repairs completed within the target timescale.

    • 100%

      Fire safety checks completed.

    • 99.9%

      Gas safety checks completed.

    • 100%

      Lift safety checks completed.

    • 78.8%

      Satisfied with the council listening to their views and acting upon them.

    • 82.9%

      Satisfied with the council keeping them informed about things that matter to them.

    • 86.3%

      Agree that the council treats them fairly and with respect.

    • 33.1%

      Satisfied with the council’s approach to handling complaints.

    • 34.9

      Stage 1 complaints received per 1,000 homes.

    • 5.5

      Stage 2 complaints received per 1,000 homes.

    • 76.5%

      Stage 1* complaints responded to in Housing Ombudsman complaint handling code timescales.

    • 61.3%

      Stage 2* complaints responded to in Housing Ombudsman complaint handling code timescales.

    *Stage 1 complaints refer to new complaints. We try to resolve these within 10 working days where possible. Stage 2 complaints have been escalated from Stage 1, and are usually looked at by an executive director.

    Read more about giving feedback and making a complaint to the council

    • 77.7%

      Satisfied that the council makes a positive contribution to their neighbourhood.

    • 71.5%

      Satisfaction with the council’s approach to handling antisocial behaviour.

    • 55.1

      Antisocial behaviour cases opened per 1000 homes.

    • 0.2

      Antisocial behaviour cases involving hate crime.

    Keeping properties in good repair

    Maintaining building safety

    Respectful and helpful engagement

    Effective handling of complaints

    Responsible neighbourhood management

    View table of TSM results for 2025/26
    Measure 2025/26 2024/25 Difference
    TP01: Proportion of respondents who report that they are satisfied with the overall service from East Riding of Yorkshire Council. 81.8% 77.7% +4.1%
    TP02: Proportion of respondents who report that they are satisfied with the overall repairs service from East Riding of Yorkshire Council over the last 12 months. 82.9% 79.1% +3.8%
    TP03: Proportion of respondents who report that they are satisfied with the time taken to complete their most recent repair after they reported it. 81.3% 74.9% +6.4%
    TP04: Proportion of respondents who report that they are satisfied that East Riding of Yorkshire Council provides a home that is well maintained. 83.6% 81.5% +2.1%
    TP05: Proportion of respondents who, when thinking about the condition of their property or the building they live in, report that they are satisfied that East Riding of Yorkshire Council provides a home that is safe. 90.0% 87.0% +3.0%
    TP06: Proportion of respondents who report that they are satisfied with East Riding of Yorkshire Council listening to their views and acting upon them. 78.8% 69.8% +9.0%
    TP07: Proportion of respondents who report that they are satisfied with East Riding of Yorkshire Council keeping them informed about things that matter to them. 82.9% 81.9% +1.0%
    TP08: Proportion of respondents who report that they agree with the statement: "East Riding of Yorkshire Council treats me fairly and with respect". 86.3% 86.5% -0.2%
    TP09: Proportion of respondents who report that they are satisfied with East Riding of Yorkshire Council's approach to complaints handling. 33.1% 40.2% -7.1%
    TP10: Proportion of respondents who report that they are satisfied East Riding of Yorkshire Council keeps communal areas clean and well maintained. 74.4% 69.7% +4.7%
    TP11: Proportion of respondents who report that they are satisfied East Riding of Yorkshire Council make a positive contribution to their neighbourhood. 77.7% 80.2% -2.5%
    TP12: Proportion of respondents who report that they are satisfied with East Riding of Yorkshire Council's approach to handling anti-social behaviour. 71.5% 67.7% +3.8%
    Tenant Satisfaction Measure (Code BS) 2025/26 Percentage
    BS01 Proportion of homes for which all required gas safety checks have been carried out. 99.9%
    BS02 Proportion of homes for which all required fire risk assessments have been carried out. 100%
    BS03 Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. 100%
    BS04 Proportion of homes for which all required legionella risk assessments have been carried out. 99.5%
    BS05 Proportion of homes for which all required communal passenger lift safety checks have been carried out. 100%
    Tenant Satisfaction Measure (Code NM) 2025/26
    NM01(1) Number of anti-social behaviour cases, opened per 1,000 homes. 55.1
    NM01(2) Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes. 0.2
    Tenant Satisfaction Measure (Code RP) 2025/26 Percentage
    RP01 Proportion of homes that do not meet the Decent Homes Standard. 1.7
    RP01(1) Proportion of non-emergency responsive repairs completed within the landlord's target timescale. 98.9%
    RP02(1) Proportion of emergency responsive repairs completed within the landlord's target timescale. 99.1%
    Tenant Satisfaction Measure (Code CH) 2025/26 Percentage
    CH01(1) Number of stage one complaints received per 1,000 homes. 34.9
    CH01(2) Number of stage two complaints received per 1,000 homes. 5.5
    CH02 Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales. 61.3%
    CH02(1) Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales. 76.5%

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