How we are performing
Our vision is to provide homes which enable people to live happy and healthy lives in enriched communities.
To help us achieve this vision and to make sure we provide quality services, we regularly monitor the performance of our services. The information helps us identify the areas that are working well and highlights areas that need improvement.
Annual report 2024/25
To see a summary of our performance over 2024/25 you might want to look through our Tenant Annual Report 2024/25.
Our Annual Report for 2025/26 will be published in the Autumn.
Tenant Satisfaction Measures (TSMs)
What are Tenant Satisfaction Measures?
Tenant Satisfaction Measures (TSMs) are a set of measures introduced by the Regulator of Social Housing to help residents understand how well their landlord is performing. They combine feedback from residents with information about key services such as repairs, complaints, building safety and neighbourhood management.
For more information about TSMs, please visit the Government’s Tenant Satisfaction Measures guidance page.
Why are they important?
TSMs help us understand what we are doing well, where we need to improve and whether the changes we make are having a positive impact on residents’ experiences. They also help residents compare our performance with other social housing landlords and provide transparency about the services we deliver.
Our performance in 2025/26
Our latest results show improvement across many areas, including overall resident satisfaction, repairs services and the quality of homes. We have also made significant progress in reducing the number of homes that do not meet the Decent Homes Standard.
While we are pleased with this progress, we know there is more to do. Improving complaints handling, tackling anti-social behaviour and reducing the time taken to re-let empty homes remain key priorities as we continue to improve services for residents.
Listening, learning and improving
Resident feedback is at the heart of how we improve services. During 2025/26, we developed our Resident Influence and Involvement Strategy and our Resident Excellence Strategy, strengthening our commitment to ensuring residents are listened to, involved in decision-making and able to influence the services they receive.
Alongside surveys, complaints, compliments and engagement activities, TSMs provide valuable insight that helps us focus our improvement efforts where they will make the biggest difference.
We regularly share examples of how resident feedback has shaped services through our You Said, We Did updates, demonstrating how resident voices influence decisions and drive improvements across NPH.
Our latest results
The table below shows our Tenant Satisfaction Measures for 2025/26 results. We publish these results annually and use them, alongside resident feedback and other performance information, to help shape our priorities and improve services.
| TSM Management Information Measures – compliance/other | April 2024 to March 2025 |
|---|---|
| BS01: All required gas safety checks have been carried out. | 100% |
| BS02: All required fire risk assessments have been carried out. | 100% |
| BS03: All required asbestos management surveys or re-inspections have been carried out. | 100% |
| BS04: All required legionella risk assessments have been carried out. | 100% |
| BS05: All required communal passenger lift safety checks have been carried out. | 84.8% |
| RP01: Proportion of homes that do not meet the Decent Homes Standard. | 7.6% |
| RP02 (1) Proportion of non-emergency completed within target timescale | 92% |
| RP02 (2) Proportion of emergency completed within target timescale | 99.2% |
| NM01 (1): Number of anti-social behaviour cases, opened per 1,000 homes | 26.3 |
| NM01 (2): Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes. | 1.4 |
| CH01 (1) Stage 1 complaints received per 1,000 homes | 57.2 |
| CH01 (2) Stage 2 complaints received per 1,000 homes | 16.8 |
| CH02 (1) Stage 1 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 82.2% |
| CH02 (2) Stage 2 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 81.2% |
In 2025 to 2026, we conducted a Tenant Survey and surveyed over 1,000 tenants by telephone on the satisfaction measures.
You can find out more about the methodology and survey used in the Perception Survey Summary of Approach.
Tenant Survey Measures and results
| TSM Tenant Survey Measures |
Survey result |
|---|---|
| TP01: Overall service from their landlord | 71.0% |
| TP02: Overall repairs service | 76.7% |
| TP03: Time taken to complete most recent repair | 73.5% |
| TP04: Home is well maintained | 72.3% |
| TP05: Home is safe | 78.1% |
| TP06: Landlord listens to tenant views and acts upon them | 61.4% |
| TP07: Keeps tenants informed about things that matter to them | 76.3% |
| TP08: Treats tenants fairly and with respect | 78.9% |
| TP09: Approach to complaints handling | 36.6% |
| TP10: Communal areas clean and well maintained | 70.1% |
| TP11: Positive contribution to the neighbourhood | 66.1% |
| TP12: Approach to handling anti-social behaviour | 57.2% |
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