Published: 09 November 2026
Every year, we share with you how we've performed over the past year according to the Tenant Satisfaction Measures, or TSMs.
These were introduced by the Regulator of Social Housing in England to assess how well landlords are delivering services to the people who live in our homes. Every social landlord in England has to answer the same questions and the results are compared across all providers.
We also share how we are doing compared to other landlords across the country when these figures are published by the Government. The latest figures were published by the Government and the Regulator of Social Housing in early November, and we want to share the results with you.
We set ourselves the target of being in the top 25% of landlords in the Tenant Satisfaction Measures - you might also hear this called the "upper quartile".
We are proud that you, our customers, are telling us we're continuing to improve, and you have ranked our performance among the top landlords in the country in all 12 of the measures included in the national survey.
- Overall satisfaction with RBH was at 80.5%, compared to the national average of 74.2%
- Satisfaction with the RBH repairs service was 85.2%, compared to the national average of 76%
- 85.1% of RBH customers say that they are kept informed, compared to the national average of 73.6%
- 88.2% of RBH customers say they are satisfied that their home is safe, compared to the national average of 79.3%
- 85.7% of RBH customers say they are treated fairly and with respect, compared to a national average of 79.4%
We are really pleased with these results, and we will continue to focus on being the best landlord that we can be. We have only been able to improve by using your feedback and experience, alongside the hard work and expertise of our team and the support of our stakeholders. We're pleased that you are telling us we're moving in the right direction, and we're determined to continue to learn and continue to improve.
|
Measure |
National Median |
National Upper Quartile (UQ) |
RBH score |
RBH compared to National UQ |
|
Overall satisfaction |
74.2% |
80.2% |
80.5% |
+0.3 |
|
Repairs service |
76.0% |
82.0% |
85.2% |
+3.2 |
|
Time taken for repairs |
73.0% |
79.1% |
80.4% |
+1.3 |
|
Home well maintained |
74.3% |
80.4% |
82.9% |
+2.5 |
|
Home is safe |
79.3% |
84.7% |
88.2% |
+3.5 |
|
Listens and acts |
63.9% |
71.5% |
76.6% |
+5.1 |
|
Keeps tenants informed |
73.6% |
79.2% |
85.1% |
+5.9 |
|
Treats tenants fairly and with respect |
79.4% |
85.2% |
85.7% |
+0.5 |
|
Complaints handling |
37.4% |
44.5% |
48.6% |
+4.1 |
|
Communal areas |
69.5% |
75.4% |
77.2% |
+1.8 |
|
Positive contribution to neighbourhoods |
66.7% |
73.8% |
79.2% |
+5.4 |
|
ASB handling |
60.8% |
67.6% |
74.4% |
+6.8 |
