Regulator of Social Housing
All registered providers of social housing are regulated by the Regulator of Social Housing.
Tenant Satisfaction Measures (TSMs)
The London Borough of Harrow is a registered provider of social housing and, as part of our regulatory responsibilities, we report annually on Tenant Satisfaction Measures (TSMs).
These measures are set by the Regulator of Social Housing and help tenants, and the public understand how well we are performing. They cover key areas such as repairs, building safety, complaints, and resident engagement.
Management Information measures (MIs)
There are 10 Management Information Measures, covering four key service areas. These are based on data we collect as the landlord, using our internal housing systems. They help us demonstrate how well we are delivering core landlord services such as repairs, safety compliance, complaints handling, and neighbourhood management.
Tenant satisfaction survey 2024/25
To gather tenant feedback, we carried out a perception survey between 22 November and 31 December 2024. The survey was independently carried out by Acuity using telephone interviews with a representative sample of tenants living in general needs and sheltered housing.
View the Tenant Satisfaction Survey 2024/25
Summary of approach
We have followed the Regulator's requirements for measuring Tenant Satisfaction Measures (TSMs). Over the past year, we surveyed our tenants and gathered management data to ensure our reported figures are accurate and compliant.
Here’s the summary of our approach to the TSM survey that we sent to the regulator. The summary includes the full questionnaire used in the 2024/25 Survey.
The information below explains how we collected and measured tenant satisfaction during 2024/25.
How do we measure tenant satisfaction?
We commissioned Acuity Research & Practice Ltd, an experienced independent research agency, to carry out the tenant perception survey. The survey was designed to measure satisfaction levels across a range of themes using standardised questions provided by the Regulator of Social Housing
How was the survey was carried out?
The survey was conducted using a mixed method approach combining telephone and online interviews. This approach ensured that all residents had the opportunity to participate in a way that suited them. Telephone interviews allowed for clearer responses and higher engagement, particularly when clarification was needed.
Survey fieldwork was conducted between 6 December and 23 December 2024.
How many people took part?
In total, 536 tenants took part in the survey.
How do we ensure the results are representative?
The survey sample was selected randomly and included tenants from General Needs, Sheltered Housing, and Temporary Accommodation. Quotas were set based on tenure, age, and geographic area (patch) to ensure that those who participated reflect the wider tenant population.
Checks were carried out to compare the characteristics of survey respondents to the wider population, and the results showed close alignment in categories such as age, tenure type, property type, and ethnicity.
How reliable are the results?
We followed the Regulator of Social Housing’s guidance to ensure the results are statistically robust and representative. The survey used standardised questions and methodology, and the tenant sample was designed to reflect the diversity of our tenant base. While participation was voluntary, the results provide a fair and reliable snapshot of tenant views.
Our performance
Our performance is organised into themes set by the Regulator of Social Housing. These themes help ensure consistent and transparent reporting across all social landlords.
We report on two types of measures:
- Management TSMs – based on operational data from our housing services
- Survey TSMs – based on feedback from tenants through annual surveys
The tables below show how we performed across two years:
Overall tenant satisfaction (TP01)
52.1% of tenants surveyed said they were satisfied with the overall service provided by the London Borough of Harrow as their landlord.
Keeping homes in good repair
| Indicator | 2023/24 result | 2024/25 result |
|---|---|---|
| Homes that do not meet the Decent Homes Standard (RP01) | 6.9% | 2.8% |
| Repairs completed within target timescale (RP02) | 90% | 54.6% |
| Emergency repairs completed within target timescale (RP02a) | 96.2% | 79.6% |
| Non-emergency repairs completed within target timescale (RP02b) | 88.9% | 47.6% |
| Satisfaction with overall repairs service (TP02) | 63% | 56.8% |
| Satisfaction with the time taken to complete the most recent repair (TP03) | 62% | 48% |
| Satisfaction that the home is well maintained (TP04) | 59% | 53.5% |
Please note: The repairs TSM figures for 2024/25 reflect the combined performance of two appointed contractors over the reporting year.
Maintaining building safety
| Indicator | 2023/24 result | 2024/25 result |
|---|---|---|
| Gas safety checks (BS01) | 99.9% | 99.8% |
| Fire safety checks (BS02) | 98.8% | 100% |
| Asbestos safety checks (BS03) | 100% | 100% |
| Water safety checks (BS04) | 90.7% | 99.7% |
| Lift safety checks (BS05) | 77.3% | 100% |
| Satisfaction that the home is safe (TP05) | 66% | 65.2% |
Respectful and helpful engagement
| Indicator | 2023/24 result | 2024/25 result |
|---|---|---|
| Satisfaction that the landlord listens to tenant views and acts upon them (TP06) | 52% | 41.4% |
| Satisfaction that the landlord keeps tenants informed (TP07) | 64% | 62.4% |
| Agreement that the landlord treats tenants fairly and with respect (TP08) | 68% | 59.6% |
Effective handling of complaints
| Indicator | 2023/24 result | 2024/25 result |
|---|---|---|
| Complaints relative to the size of the landlord (CH01) | 60.71 | 88.3 |
| Stage 1 complaints (CH01a) | 51.95 | 78.5 |
| Stage 2 complaints (CH01b) | 8.76 | 10.1 |
| Complaints responded to within timescales (CH02) | 80.8% | 56.4% |
| Stage 1 response within timescale (CH02a) | 79.5% | 58.4% |
| Stage 2 response within timescale (CH02b) | 88.1% | 40.8% |
| Satisfaction with the landlord’s approach to handling complaints (TP09) | 19% | 28.3% |
Responsible neighbourhood management
| Indicator | 2023/24 result | 2024/25 result |
|---|---|---|
| ASB cases relative to landlord size (NM01a) | 32.13 | 29.6 |
| ASB cases reported as hate incidents (NM01b) | 3.13 | 2.1 |
| Satisfaction that the landlord keeps communal areas clean and well maintained (TP010) | 60% | 56.6% |
| Satisfaction that the landlord makes a positive contribution to neighbourhoods (TP011) | 57% | 55.6% |
| Satisfaction with the landlord’s approach to handling anti-social behaviour (TP012) | 53% | 51.0% |
Repairs and complaints standards
Repairs timescales
- Emergency repairs: Completed within 24 hours to 5 working days depending on urgency.
- Non-emergency repairs: Completed within 20 working days.
Where extensions are necessary due to complexity or exceptional circumstances, residents will be kept informed with a revised response date.
Complaints timescales
In line with the Housing Ombudsman’s Complaint Handling Code:
- Stage 1: Response within 10 working days
- Stage 2: Response within 20 working days
Where extensions are necessary due to complexity or exceptional circumstances, residents will be kept informed with a revised response date.
2024 Housing satisfaction survey results
The 2024 Housing satisfaction survey was done in January 2024.
View the 2024 tenants survey results
2023 Housing satisfaction survey results
The 2023 Housing satisfaction survey was done in March 2023.
- 967 responses were received from tenants. View the tenant's survey results.
- 180 responses were received from leaseholders. View the leaseholder's survey results.
Responses helped improve our services over the year.