Tenant Satisfaction Measures Survey Results 2025/26
The consultation took place with residents from January to March 2026.
The council has 6 social rented properties but only 5 households were surveyed as one property was vacant at the time. A copy of the survey was delivered to each eligible household along with details of how to complete the survey online.
We asked
We asked our residents to complete the TSM survey to understand how satisfied or dissatisfied they are with the services we provide.
You said
Residents are satisfied with the overall service provided by our managing agent and that Liverpool City Council provides a home that is well maintained. In regards to complaints, the number appears high but this is due to the small number of properties the council own and the standard calculation which is set out by the Regulator (which measured by per 1,000 properties).
Results
Here is our latest performance against the tenant satisfaction measures:
Tenant perception measures
| TP01 | Overall satisfaction | Proportion of respondents who report they are satisfied with the overall service provided by Redwing | 100% |
| TP02 | Satisfaction with repairs | Proportion of respondents who have received a repair in the last 12 months who report they are satisfied with Redwing's overall repairs service | Invalid response |
| TP03 | Satisfaction with time taken to complete most recent repair | Proportion of respondents who have received a repair in the last 12 months who report they are satisfied with the time taken to complete their most recent repair | Invalid response |
| TP04 | Satisfaction that the home is well maintained | Proportion of respondents who report that they are satisfied that their home is well maintained | 100% |
| TP05 | Satisfaction that the home is safe | Proportion of respondents who report they are satisfied that their home is safe | 100% |
| TP06 | Satisfaction that the landlord listens to tenants views and acts upon them | Proportion of respondents who report they were satisfied that their landlord listens to tenant views and acts on them | 100% |
| TP07 | Satisfaction that the landlord keeps tenants informed about things that matter to them | Proportion of respondents who report that they were satisfied that their landlord keeps them informed about things that matter to them | 100% |
| TP08 | Agreement that the landlord treats tenants fairly and with respect | Proportion of respondents who report they agree their landlord treats them fairly and with respect | 100% |
| TP09 | Satisfaction with the landlords approach to handling complaints | Proportion of respondents who report making a complaint in the last 12 months who are satisfied with Redwing's approach to complaints handling | Invalid response |
| TP10 | Satisfaction that the landlord keeps communal areas clean and well maintained | Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained | Invalid response |
| TP011 | Satisfaction that the landlord makes a positive contribution to neighbourhoods | Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood | 100% |
| TP012 | Satisfaction with the landlord's approach to handling anti-social behaviour | Proportion of respondents who report they are satisfied with their landlord's approach to handling anti-social behaviour | 100% |
Management information measures
| CH01 | Complaints relative to the size of the landlord | Number of stage one complaints received per 1,000 homes | 167 |
| CH01 | Complaints relative to the size of the landlord | Number of stage two complaints received per 1,000 homes | 167 |
| CH02 | Complaints responded to within Complaint Handling Code timescales | Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales | 100% |
| CH02 | Complaints responded to within Complaint Handling Code timescales | Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales | 100% |
| NM01 | Anti-social behaviour cases relative to the size of the landlord | Number of anti-social behaviour cases of which anti-social behaviour cases that involve hate incidents | None in the reporting year |
| RP01 | Homes that do not meet Decent Homes Standard | Proportion of homes that do not meet the Decent Homes Standard | 0% |
| RP02 | Repairs completed within target timescale. The target timescales used to generate this TSM were 30 days for routine responsive repairs and 4 hours for urgent responsive repairs. | Proportion of: 1. non emergency and 2. emergency responsive repairs completed within target timescale | Non-emergency repairs: 100% Emergency repairs: 100% |
| BS01 | Gas safety checks | Proportion of homes for which all required gas safety checks have been carried out | 100% |
| BS02 | Fire safety checks | Proportion of homes for which all required fire risk assessments have been carried out | N/A |
| BS03 | Asbestos safety checks | Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out |
N/A |
| BS04 | Water safety checks | Proportion of homes for which all required Legionella risk assessments have been carried out | N/A |
| BS05 | Lift safety checks | Proportion of homes for which all required communal passenger lift safety checks have been carried out | N/A |
Of the five households surveyed the council received one survey response. Only the sections where valid information was provided has been included in the TSM calculations.
Repairs (TP02/TP03): The respondent indicated there had been no repairs in the previous 12 months (TP02) but subsequently answered a repair satisfaction question (TP03). This inconsistency has been recorded as an invalid response.
Complaints (TP09): The respondent indicated they had made a complaint within the last 12 months. Landlord records confirm that the only complaint received during the reporting period was from a former tenant who was not included in the survey sample. As a result, this has been recorded as an invalid response.
Communal Areas (TP10): The respondent stated they lived in a building with a communal area. All council homes are individual residential properties without shared internal communal spaces, so this response has been recorded as an invalid.
Due to these inconsistencies, only the valid parts of the response have been used in the formal TSM calculations, in line with the Regulator of Social Housing’s requirements.