5. Tenant Satisfaction Measures
From April 2023 all social housing providers are required to collect data annually on a new set of tenant satisfaction measures (TSMs). We work with a market research company called Acuity to collect this data. Acuity may call or email tenants throughout the year to collect this data.
These measures were developed by the Regulator of Social Housing so that you can assess how well a social housing landlord is providing quality homes and services.
There are 22 measures, 12 of which formed part of a survey we sent to a sample of our tenants during the 2025/26 financial year. The remaining 10 are technical measures such as information on gas servicing and complaints handling.
All registered social landlords are required to publish their tenant satisfaction results.
Download an overview of our survey approach, representativeness and question set
Our results for 2025/2026 are set out below, and we have also included our previous year results so that you can see how these compare.
The national median benchmarks are published by the Regulator for Social Housing, and we will publish these figures once they become available for 2025/2026. Previous years' national results are available online.
Summary of Survey Results for 2024/2025
|
Reference number |
What we asked our tenants about |
Percentage (%) of satisfied responses from our tenants 2024 to 2025 |
Percentage (%) of satisfied responses from our tenants 2025 to 2026 |
National Median Benchmark 2025 to 2026 |
|
TP01 |
Proportion of respondents who report that they are satisfied with the overall service from Exeter City Council |
75.6% |
74.3% |
Not yet available |
|
TP02 |
Proportion of respondents who report that they are satisfied with the overall repairs service from Exeter City Council over the last 12 months |
78.2% |
80.2% |
Not yet available |
|
TP03 |
Proportion of respondents who report that they are satisfied with the time taken to complete their most recent repair after they reported it |
80.9% |
78.4% |
Not yet available |
|
TP04 |
Proportion of respondents who report that they are satisfied that Exeter City Council provides a home that is well maintained |
77.7% |
77.1% |
Not yet available |
|
TP05 |
Proportion of respondents who, when thinking about the condition of their property or the building they live in, report that they are satisfied that Exeter City Council provides a home that is safe |
80.6% |
79.4% |
Not yet available |
|
TP06 |
Proportion of respondents who report that they are satisfied with Exeter City Council listening to their views and acting upon them |
61.6% |
58.8% |
Not yet available |
|
TP07 |
Proportion of respondents who report that they are satisfied with Exeter City Council keeping them informed about things that matter to them |
73.3% |
74.1 |
Not yet available |
|
TP08 |
Proportion of respondents who report that they agree with the statement: “Exeter City Council treats me fairly and with respect" |
81.2% |
77.9% |
Not yet available |
|
TP09 |
Proportion of respondents who report that they are satisfied with Exeter City Council’s approach to complaints handling |
30.0% |
37.4% |
Not yet available |
|
TP10 |
Proportion of respondents who report that they are satisfied Exeter City Council keeps communal areas clean and well maintained |
62.9% |
64.2% |
Not yet available |
|
TP11 |
Proportion of respondents who report that they are satisfied Exeter City Council make a positive contribution to their neighbourhood |
66.8% |
64.0% |
Not yet available |
|
TP12 |
Proportion of respondents who report that they are satisfied with Exeter City Council’s approach to handling anti-social behaviour |
55.5% |
59.9% |
Not yet available |
Building Safety
|
Reference number |
Description of standard |
Exeter City Council performance 2024 to 2025 |
Exeter City Council performance 2025 to 2026 |
National Median Benchmark 2024 to 2025 |
|
BS01 |
Proportion of homes for which all required gas safety checks have been carried out |
99.9% |
100.0% |
Not yet available |
|
BS02 |
Proportion of homes for which all required fire risk assessments have been carried out |
100.0% |
100.0% |
Not yet available |
|
BS03 |
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out |
100.0% |
100.0% |
Not yet available |
|
BS04 |
Proportion of homes for which all required legionella risk assessments have been carried out |
100.0% |
100.0% |
Not yet available |
|
BS05 |
Proportion of homes for which all required communal passenger lift safety checks have been carried out |
100.0% |
100.0% |
Not yet available |
Anti-social behaviour
|
Reference number |
Description of standard |
Exeter City Council performance 2024 to 2025 |
Exeter City Council performance 2025 to 2026 |
National Median Benchmark 2024 to 2025 |
|
NM01 (1) |
Number of anti-social behaviour cases, opened per 1,000 homes |
42.2 |
39.0 |
Not yet available |
|
NM01 (2) |
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes |
0 |
1.7 |
Not yet available |
Decent Home Standard and Repairs
|
Reference number |
Description of standard |
Exeter City Council performance 2024 to 2025 |
Exeter City Council performance 2025 to 2026 |
National Median Benchmark 2024 to 2025 |
|
RP01 |
Proportion of homes that do not meet the Decent Homes Standard |
4.50% |
2.6% |
Not yet available |
|
RP02 (1) |
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale (Our non-emergency responsive repairs target is 28 days) |
88.50% |
93.3% |
Not yet available |
|
RP02 (2) |
Proportion of emergency responsive repairs completed within the landlord’s target timescale (Our emergency responsive repairs target is four hours) |
99.0% |
100.0% |
Not yet available |
Complaints
|
Reference number |
Description of standard |
Exeter City Council performance 2024 to 2025 |
Exeter City Council performance 2025 to 2026 |
National Median Benchmark 2024 to 2025 |
|
CH01 |
Number of stage one complaints received per 1,000 homes |
42.2 |
51.8 |
Not yet available |
|
CH01 |
Number of stage two complaints received per 1,000 homes |
8.3 |
15.1 |
Not yet available |
|
CH02 |
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales |
97.0% |
90.6% |
Not yet available |
|
CH02 |
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales |
94.9% |
85.9% |
Not yet available |