Tenant Satisfaction Measures
Your feedback helps shape our services
Tenant Satisfaction Measures
At Trent & Dove, your feedback is central to the way we deliver our services. Each year, we carry out the Tenant Satisfaction Measures (TSMs), as required by the Regulator of Social Housing, so you can see how we’re performing on the things that matter most to you - repairs, building safety, complaint handling, neighbourhood management, and more.
What are Tenant Satisfaction Measures (TSMs)?
Tenant Satisfaction Measures (TSMs) are a set of measures introduced by the Regulator of Social Housing. They help customers understand how well we are performing and provide a consistent way to compare performance across the social housing sector.
The results published below include customer feedback collected through our annual Tenant Satisfaction Measures survey and management information collected from our service records.
TSM documents and reports
The following documents provide additional information about our 2025/26 Tenant Satisfaction Measures results, including how the survey was carried out, and the questions customers were asked.
Please click on the links below:
General Needs TSM Year-End Report 2025-26
TSM Methodology 2025-26
TSM Survey Questions 2025-26
TP01 — Overall satisfaction with service
2025/26
Customers satisfied with the service provided by Trent & Dove.
This represents an increase of +1.0% compared with 2024/25 and continues the positive trend seen in recent years.
Our 2025/26 results
In 2025/26, overall satisfaction with the service provided by Trent & Dove was 82.8%. Seven of the 12 Tenant Satisfaction Measures scored above 80%. The highest scoring measures related to satisfaction that the home is safe, agreement that Trent & Dove treats tenants fairly and with respect, and satisfaction that Trent & Dove makes a positive contribution to neighbourhoods. Lower scoring measures related to complaints handling, anti-social behaviour and communal areas.
The management information measures show continued high levels of compliance across key building safety measures, alongside performance information relating to repairs, complaints and anti-social behaviour.
Our Listening, Learning and Improving report will be published later in 2026. This report will explain what customers told us through the Tenant Satisfaction Measures survey, what we learned from the feedback, and the actions being taken to improve services.
Customer perception measures
The table below shows the customer perception measures for 2025/26, alongside the previous year's results and the change between years. These results are based on feedback collected from customers through our 2025/26 Tenant Satisfaction Measures survey.
TP code |
Measure |
2024/25 |
2025/26
|
Change |
| TP01 | Overall satisfaction with the service provided by Trent & Dove | 81.8% |
82.8%
|
+1.0% |
| TP02 | Satisfaction with the repairs service over the last 12 months | 80.8% |
80.4%
|
-0.4% |
| TP03 | Satisfaction with the time taken to complete the most recent repair | 80.4% |
76.3%
|
-4.1% |
| TP04 | Satisfaction that Trent & Dove provides a home that is well maintained | 81.2% |
81.7%
|
+0.5% |
| TP05 | Satisfaction that Trent & Dove provides a home that is safe | 84.9% |
85.8%
|
+0.9% |
| TP06 | Satisfaction that Trent & Dove listens to tenants' views and acts upon them | 78.5% |
74.0%
|
-4.5% |
| TP07 | Satisfaction that Trent & Dove keeps tenants informed about things that matter to them | 83.5% |
82.8%
|
-0.7% |
| TP08 | Agreement that Trent & Dove treats tenants fairly and with respect | 89.1% |
86.3%
|
-2.8% |
| TP09 | Satisfaction with Trent & Dove's approach to handling complaints | 50.4% |
41.6%
|
-8.8% |
| TP10 | Satisfaction that Trent & Dove keeps communal areas clean and well maintained | 66.8% |
67.5%
|
+0.7% |
| TP11 | Satisfaction that Trent & Dove makes a positive contribution to neighbourhoods | 82.9% |
84.1%
|
+1.2% |
| TP12 | Satisfaction with Trent & Dove's approach to handling anti-social behaviour | 74.4% |
68.9%
|
-5.5% |
Management information measures
The table below shows the management information measures for 2025/26, alongside the previous year's results and the change between years. These results are calculated from Trent & Dove’s service records and provide information about key areas of landlord performance, including building safety, repairs, complaints and anti-social behaviour.
MI code |
Measure |
2024/25 |
2025/26
|
Change |
| BS01 | Proportion of homes for which all required gas safety checks have been carried out | 99.7% |
99.9%
|
+0.2% |
| BS02 | Proportion of homes for which all required fire risk assessments have been carried out | 100.0% |
100.0%
|
0% |
| BS03 | Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out | 100.0% |
100.0%
|
0% |
| BS04 | Proportion of homes for which all required legionella risk assessments have been carried out | 100.0% |
100.0%
|
0% |
| BS05 | Proportion of homes for which all required communal passenger lift safety checks have been carried out | 100.0% |
100.0%
|
0% |
| RP01 | Proportion of homes that do not meet the Decent Homes Standard | 0.05% |
0.2%
|
+0.1% |
|
RP02 |
Proportion of non-emergency responsive repairs completed within the landlord's target timescale* | 66.3% |
61.6%
|
-4.7% |
| RP02 (pt2) |
Proportion of emergency responsive repairs completed within the landlord's target timescale* | 93.8% |
93.1%
|
-0.7% |
| NM01 (pt1) |
Number of anti-social behaviour cases opened per 1,000 homes | 144.2 |
99.7
|
-44.5 |
| NM01 (pt2) |
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes | 1.5 |
3.8
|
+2.3 |
|
CH01 |
Number of stage one complaints received per 1,000 homes, LCRA | 20.7 |
32.3
|
+11.6 |
| CH01 (pt2) |
Number of stage two complaints received per 1,000 homes, LCRA | 3.5 |
6.3
|
+2.8 |
| CH02 (pt1) |
Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales, LCRA | 95.5% |
85.2%
|
-10.3% |
| CH02 (pt2) |
Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales, LCRA | 100.0% |
85.4%
|
-14.6% |
Note: The change column shows the difference between the 2025/26 result and the 2024/25 result.
* Repair target timescales used for RP02
The RP02 results shown above are based on the repair target timescales used by Trent & Dove during 2025/26. For non-emergency repairs, the target timescales were 20 working days for routine repairs, 60 working days for programmed works, and 90 working days for major repairs. For emergency repairs, the target timescales were 24 hours for emergency 24hrs repairs, and four hours for both out of hours emergency repairs and 4hr emergency repairs.
Accessibility
If you need any of these documents in another format, such as large print, braille, or audio, or if you require them to be translated into another language, please contact us and we’ll be happy to help.
Contact us
Email: hello@trentanddove.org
Phone: 01283 528528
Or visit our Contact Us page for more options.
Thank you to everyone who has taken part in our surveys. Your feedback helps us to keep improving our services for all our customers.
