Tenant Satisfaction Measures

Feedback from our customers is very important to us, with customer care and satisfaction at the heart of what we do.

It’s also important that similar organisations to us gather the same feedback.

The Regulator of Social Housing (RSH) has created a new way to assess if social landlords in England are doing their job right, called Tenant Satisfaction Measures (TSMs). The RSH asks us to measure this performance as Karbon Group, this includes Karbon Homes and subsidiaries 54North Homes and Leazes Homes. You can find out more about them and our results below.

This page explains:

What are the measures?
What types of homes are included?
Since our last TSM survey
How does Karbon carry out the survey?
Our latest TSM results
What happens next?
Tell us what you think

What are the measures?

There are 22 different measures that get checked to make sure that everyone lives in a safe, comfortable place with a landlord who cares about them. The measures fall under the following six themes:

Overall satisfaction
Keeping homes in good repair
Maintaining building safety
Responsible neighbourhood management
Effective complaints handling
Respectful and helpful engagement

Ten of the measures are gathered by us, as a landlord – like how quickly we fix things and keeping your home safe. The other 12 are measured through a perception survey of our customers, to see how satisfied they are with their home and with the service we provide. All social landlords in England have to collect and publish the data.

It is intended that customers will be able to use these measures to understand how landlords are doing and if they’re meeting the regulator’s standards. The aim is to make the performance of all social housing landlords in England visible and easy to access for customers. For more information and the full list of TSM, please visit the Regulator of Social Housing website.

Results from every housing provider are available to everyone to view online, compare and question. In November 2024 the RSH published a report analysing the 2023/24 Tenant Satisfaction Measures (TSM) results.

What types of homes are included?

We have to report performance for our ‘low-cost rental accommodation’ (LCRA) and ‘low-cost home ownership’ (LCHO) homes separately. Low-cost rental accommodation (or social rent), includes for example general needs, supported housing, intermediate rent and temporary social housing. Low-cost home ownership accommodation includes for example shared ownership homes which haven’t fully ‘staircased’ to 100% ownership.

Since our last TSM survey

We’ve previously updated you on what actions we’ve put in place based on the feedback customers gave us in our 2023-24 survey. You can find these here:

How we're performing - October 2024

How we're performing - February 2025

How we're performing - October 2025

How does Karbon carry out the survey?

For our latest surveys we collected our customer perception survey measure results from 3,208 of our customers across the Karbon Group (2,986 LCRA and 222 LCHO customers), making sure the results are representative of our customers views and that we met the survey conditions required by the Regulator of Social Housing. The Karbon Group includes Karbon Homes, 54 North Homes and Leazes Homes.

Here is more information about how we carried out the surveys and the questions we asked:

Our latest TSM results

We publish our TSM results on our website and in our customers’ annual report.

Here are the results of our latest TSM tenant perception surveys which are collected mainly through telephone surveys, as well as face to face with customers in our supported homes. The Regulator sets out how many customers we need to survey and we ‘weight’ the results to ensure they are representative of our homes and our customers.

Please note: Arrows indicate direction of travel compared to last year's results.

KARBON GROUP TENANT SATISFACTION MEASURES (TSMS) 2024-25 as submitted to the Regulator of Social Housing

Tenant Perception Measures (Low Cost Rental Accommodation)

81.5%

TP01: Overall satisfaction - LCRA

84.1%

TP02: Satisfaction with repairs - LCRA

74.6%

TP03: Satisfaction with time taken to complete most recent repair - LCRA

84.8%

TP04: Satisfaction that the home is well maintained - LCRA

89.9%

TP05: Satisfaction that the home is safe - LCRA

70.9%

TP06: Satisfaction that the landlord listens to tenant views and acts upon them - LCRA

85.6%

TP07: Satisfaction that the landlord keeps tenants informed about things that matter to them - LCRA

89.8%

TP08: Agreement that the landlord treats tenants fairly and with respect - LCRA

43.2%

TP09: Satisfaction with the landlord’s approach to handling complaints - LCRA

74.7%

TP10: Satisfaction that the landlord keeps communal areas clean and well maintained - LCRA

76.3%

TP11: Satisfaction that the landlord makes a positive contribution to neighbourhoods - LCRA

68.3%

TP12: Satisfaction with the landlord’s approach to handling anti-social behaviour - LCRA

Tenant Perception Measures (Low Cost Home Ownership)

65.7%

TP01: Overall satisfaction - LCHO (66.1%*)

86.4%

TP05: Satisfaction that the home is safe - LCHO (86.5*)

47.3%

TP06: Satisfaction that the landlord listens to tenant views and acts upon them - LCHO (47.3%*)

74.0%

TP07: Satisfaction that the landlord keeps tenants informed about things that matter to them - LCHO (74.1%*)

74.7%

TP08: Agreement that the landlord treats tenants fairly and with respect - LCHO (74.7%*)

42.3%

TP09: Satisfaction with the landlord’s approach to handling complaints - LCHO (41.9%*)

64.4%

TP10: Satisfaction that the landlord keeps communal areas clean and well maintained - LCHO (65.1%*)

43.3%

TP11: Satisfaction that the landlord makes a positive contribution to neighbourhoods - LCHO (44.8%*)

45.1%

TP12: Satisfaction with the landlord’s approach to handling anti-social behaviour - LCHO (45.7%*)

*Unweighted responses, reported alongside weighted responses to the Regulator of Socal Housing. We didn't receive enough survey responses from our Karbon Homes customers so we weighted the responses to make sure the results are representative of the Karbon Group (updated 30 May 2025).

Management Information Measures (Low Cost Rental Accommodation)

74.0

CH01: Number of stage one complaints received per 1,000 homes

9.1

CH01: Number of stage two complaints received per 1,000 homes

97.3%

CH02: Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales

94.1%

CH02: Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales

0.0%

RP01: Proportion of homes that do not meet the Decent Homes Standard

59.3%

RP02: Proportion of non-emergency responsive repairs completed within the landlord’s target timescale

99.3%

RP02: Proportion of emergency responsive repairs completed within the landlord’s target timescale

Repairs timescales:

Karbon Homes/Leazes Homes has a target of 20 working days for standard jobs and 60 workings days for major jobs. 54North Homes has a target of 5 working days for urgent jobs and 30 days for standard jobs.
The Karbon Group has a 24-hour turnaround for emergency repairs.

Management Information Measures (Low Cost Home Ownership)

22.5

CH01: Number of stage one complaints received per 1,000 homes

5.2

CH01: Number of stage two complaints received per 1,000 homes

100%

CH02: Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales

100%

CH02: Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales

Management Information Measures (Combined Low Cost Rental Accommodation and Low Cost Home Ownership)

67.0

NM01: Number of anti-social behaviour cases opened per 1,000 homes

0.7

NM01: Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes

100%

BS01: Proportion of homes for which all required gas safety checks have been carried out

100%

BS02: Proportion of homes for which all required fire risk assessments have been carried out

100%

BS03: Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out

100%

BS04: Proportion of homes for which all required legionella risk assessments have been carried out

99.7%

BS05: Proportion of homes for which all required communal passenger lift safety checks have been carried out

TSM results 2023/2024

Our results below cover the period from April 2023 to March 2024

Regulator Code	TSM Title	2023-24 Result
MANAGEMENT INFORMATION MEASURES
CH01	Number of stage one complaints received per 1,000 homes	24.9
CH01	Number of stage two complaints received per 1,000 homes	3
CH02	Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales	87.3%
CH02	Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.	89.3%
NM01	Number of anti-social behaviour cases, opened per 1,000 homes	102.6
NM01	Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes	1.4
RP01	Proportion of homes that do not meet the Decent Homes Standard	0.0%
RP02	Proportion of non-emergency responsive repairs completed within the landlord’s target timescale	76.4%
RP02	Proportion of emergency responsive repairs completed within the landlord’s target timescale	95.9%
BS01	Proportion of homes for which all required gas safety checks have been carried out	99.9%
BS02	Proportion of homes for which all required fire risk assessments have been carried out	99.9%
BS03	Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out	100.0%
BS04	Proportion of homes for which all required legionella risk assessments have been carried out	100.0%
BS05	Proportion of homes for which all required communal passenger lift safety checks have been carried out	100.0%
TENANT PERCEPTION MEASURES
TP01	Overall satisfaction	84.3%
TP02	Satisfaction with repairs	84.4%
TP03	Satisfaction with time taken to complete most recent repair	79.8%
TP04	Satisfaction that the home is well maintained	85.6%
TP05	Satisfaction that the home is safe	92.6%
TP06	Satisfaction that the landlord listens to tenant views and acts upon them	76.8%
TP07	Satisfaction that the landlord keeps tenants informed about things that matter to them	88.4%
TP08	Agreement that the landlord treats tenants fairly and with respect	90.1%
TP09	Satisfaction with the landlord’s approach to handling complaints	45.1%
TP10	Satisfaction that the landlord keeps communal areas clean and well maintained	78.7%
TP11	Satisfaction that the landlord makes a positive contribution to neighbourhoods	82.4%
TP12	Satisfaction with the landlord’s approach to handling anti-social behaviour	70.9%

What happens next?

We’ll continue to survey our customers for TSMs (see more information below) and we’ll learn from feedback.

We already closely monitor our performance, as well as customer satisfaction and feedback, to shape our services and our TSM results will also help us to do so. We’ll tell you more about this through our digital newsletter, Take Five. You can sign up by emailing communications@karbonhomes.co.uk.

Tell us what you think

We work closely with a market research agency called M.E.L. who carry out the majority of our customer feedback surveys on our behalf. 

M.E.L. may call you from time to time to ask for your feedback about services you may have used as a Karbon Homes customer. 

They will always explain who they are when they call, and they will ask if you are willing to complete the survey. Of course, if you don’t wish to take part then we completely understand, just let them know. Also, they will never ask you any personal questions relating to your finances. The telephone number that M.E.L will call from will be 0191 821 0079 for Karbon customers and 0113 490 0172 for 54North Homes customers.

M.E.L. work with a number of other housing organisations similar to Karbon. It is quite common for organisations like Karbon to work with market research agencies as they provide specialist services and value for money.  

M.E.L. is a member of the Market Research Society, so they are bound under a strict code of conduct. They have ISO 9001, a quality management system that ensures that the highest quality is adhered to. They also hold ISO 20252 (Market, Opinion and Social Research Accreditation) and ISO 27001 (Information Security Management Accreditation).

We have a Data Sharing Agreement in place with M.E.L. which ensures we comply with the highest standards of data sharing procedures and Data Protection Act 2018 and GDPR requirements.  M.E.L. won’t ever ask for your personal or financial information or try to sell anything, and they will never pass your name or contact details on to any third-party organisations. 

Further information about the company can be found by visiting their website: https://www.melresearch.co.uk/ Their research privacy policy is available here https://www.melresearch.co.uk/privacy-policy/