Retirement housing performance

From 1st April 2023, the Regulator of Social Housing introduced a new set of Tenant Satisfaction Measures (TSMs), to assess how well social housing landlords are doing at providing good quality homes and services.

The measures are aimed at helping improve standards for people living in social housing, by:

  • Providing visibility, letting residents see how well their landlord is doing and enabling residents to hold their landlords to account.
  • Giving the Regulator insight into which landlords might need to improve things for their residents.

Tenant Satisfaction Measures

There are 22 tenant satisfactions measures, covering five themes.

Ten of the TSMs are measured by monitoring performance against a set of key standards, and twelve are measured by carrying out resident satisfaction perception surveys to understand what our customers think about the services we offer.

Housing Resident Survey 2025

In October and November 2025, many of our housing residents took part in an important survey. A representative sample of residents were invited to take part in the survey. The survey was carried out by an independent market research company, Acuity Research and Practice. It focused on how happy residents are with the way Thorngate Churcher Trust maintains their home and delivers key services.

The survey also collected the Tenant Satisfaction Measures (TSMs) as required by the Regulator of Social Housing. Conducted from 16 October to 24 November 2025, the survey was sent by post to each of the 124 households in a census approach, and non-respondents were called and invited to complete the survey by telephone interview. We achieved 69 completed responses out of 124 households. This represents 55%

The findings provided a view of the main drivers behind satisfaction levels and the issues residents are most concerned about, informing Thorngate Churcher Trust’s future strategic and operational planning.

This report contains key survey results regarding residents’ opinions about their homes and the services received. You can download the full report here.

Report highlights

Overall satisfaction among Thorngate Churcher Trust residents is high at 94%, which compares very well with other landlords. 95% of residents are satisfied with the service. There are even higher levels of satisfaction with complaints handling at 100%, time taken with repairs and the repairs service are both at 98% and well-maintained home at 96%.

All measures score above 81%, with eight measures, including overall satisfaction, scoring over 90%. The lowest-scoring measure is listens and acts at 81%, followed by satisfaction with the approach to anti-social behaviour (ASB) at 82%.