Wealden District Council

Results of Tenant Satisfaction Measures 2025-26

The perception measures results below are for tenants only and not leaseholders or shared owners because we do not meet the threshold of having 1,000+ of these homes. A2 Dominion tenants are also excluded (because we do not own these homes). This is in line with the Regulators requirements which requires landlords to report back where they have 1,000 or more properties of either rented or low-cost homeownership.

We have included our results from 2024-25 as a comparison. In line with the Regulators requirements we have weighted our data to ensure that it is representative of our tenants and where they live – the responses have been weighted by tenants age and ethnicity, stock type (general needs or retirement living) property type and property size. We have also included the unweighted responses. Satisfaction is calculated by totalling up those that responded very satisfied and fairly satisfied or strongly agree and agree.

Measure	TSM 2025 number of responses (unweighted)	TSM 25 unweighted responses	TSM weighted responses	TSM 24 Number of completed responses	TSM Satisfaction Result 2024 – weighted to ensure they are representative of our tenants and the homes they live in[i]	TSM Satisfaction Result 2024 – unweighted

TP01 Overall Satisfaction	597	85.9% satisfied 8.4% dissatisfied 5.7% neutral	83.2% satisfied 9.6% dissatisfied 7.3% neutral	885	80.4% Satisfied Dissatisfied[ii] 11.83% Neutral response 7.8%	84.5% Satisfied Dissatisfied 9.15% Neutral response 6.3%

TP02 Satisfaction with repairs	454 answered yes so provided a satisfaction rating	88.6% satisfied 7.2% dissatisfied 4.2% neutral	87% satisfied 8.6% dissatisfied 4.4% neutral	663	Of those that had reported a repair in the past 12 months: 78.3% Satisfied Dissatisfied 13.01% Neutral response 8.67%	Of those that had reported a repair in the past 12 months: 84.3% Satisfied Dissatisfied 9.2% Neutral response 6.49%

TP03 Satisfaction with the time taken to complete most recent repair	448 answered yes so provided a satisfaction rating	85.5% satisfied 9.6% dissatisfied 4.9% neutral	83.9% Satisfied 11.3% dissatisfied 4.8% neutral	647	Of those that had reported a repair: 76.8% Satisfied Dissatisfied 16.58% Neutral response 6.60%	Of those that had reported a repair: 81.5% Satisfied Dissatisfied 12.83% Neutral response 5.72%

TP04 Satisfaction that the home is well maintained	599	85.3% satisfied 7% dissatisfied 7.7% neutral	80.7% Satisfied 10 % dissatisfied 9.3% neutral	885	75.6% Satisfied Dissatisfied 14.35% Neutral response 9.94%	83.2% Satisfied Dissatisfied 9.38% Neutral response 7.46%

TP05 Satisfaction that the home is safe	597	87.1% satisfied 7.6% dissatisfied 5.4% neutral	83.9% Satisfied 9.6 % dissatisfied 6.4% neutral	878	79.1% Satisfied Dissatisfied 13.33% Neutral response 7.53%	85.3% Satisfied Dissatisfied 8.66% Neutral response 6.04%

TP06 Satisfaction that the landlord listens to the tenant views and acts upon them	554	71.1% satisfied 13.4% dissatisfied 15.5% neutral	67.4% satisfied 15.1% dissatisfied 17.6% neutral	821	65.3% Satisfied Dissatisfied 18.68% Neutral response 15.94%	70.8% Satisfied Dissatisfied 15.59% Neutral response 13.64%

TP07 Satisfaction that the landlord keeps tenants informed about things that matter to them	579	81% Satisfied 7.6 % dissatisfied 11.4% neutral	78.9% Satisfied 9.4 % dissatisfied 11.8% neutral	858	74.2% Satisfied Dissatisfied 10.41% Neutral response 15.40%	79.6% Satisfied Dissatisfied 8.39% Neutral response 12%

TP08 Agreement that the landlord treats tenants fairly and with respect	593	82.8% Satisfied 8% dissatisfied 9.3% neutral	80.6% Satisfied 9.3 % dissatisfied 10.2% neutral	867	76.5% Satisfied Dissatisfied 9.74% Neutral response 13.75%	79.9% Satisfied Dissatisfied 8.18% Neutral response 11.88%

TP09 Satisfaction with the landlord’s approach to handling complaints	100 respondents had made a complaint in the previous 12 months so provided a satisfaction rating	32% Satisfied 51 % dissatisfied 17% neutral	30.2% Satisfied 54.67% dissatisfied 15.2% neutral	192	Of those that had made a complaint in the past 12 months 41.1% Satisfied Dissatisfied 45.5% Neutral response 13.52%	Of those that had made a complaint in the past 12 months 43.2% Satisfied Dissatisfied 44.27% Neutral response 12.50%

TP10 Satisfaction that the landlord keeps communal areas clean and well maintained	271 respondents live in a building with communal areas so provided a satisfaction rating)	74.2% Satisfied 12.2% dissatisfied 13.7% neutral	70.7% Satisfied 13.7% dissatisfied 15% neutral	390	Of those respondents that live somewhere with communal areas that the council maintains Of these 69.7% Satisfied Dissatisfied 19.68% Neutral response 10.64%	Of those respondents that live somewhere with communal areas that the council maintains Of these 76.4% Satisfied Dissatisfied 14.1% Neutral response 9.49%

TP11 Satisfaction that the landlord makes a positive contribution to neighbourhoods	419	71.6% Satisfied 9.8% dissatisfied 18.6% neutral	68.6% Satisfied 19.7% dissatisfied 11.7% neutral	631	68.3% Satisfied Dissatisfied 5.06% Neutral response 25.8%	73.4% Satisfied Dissatisfied 6.02% Neutral response 20.60%

TP12 Satisfaction with the landlord’s approach to handling anti-social behaviour	353	65.2% Satisfied 17% dissatisfied 17.9% neutral	61.8% Satisfied 14.3% dissatisfied 18.5% neutral	567	57.8% Satisfied Dissatisfied 19.8% Neutral response 21.27%	62.8% Satisfied Dissatisfied 18.69% Neutral response 18.52%

RP01-Homes that do not meet the Decent Homes Standard		Results for 25-26	Results for 24-25
Tenants Satisfaction Measure	Proportion of homes that do not meet the Decent Homes Standard Low Cost Rented Accommodation only.	2.3% Or 71 rented homes.	2.4% Or 72 rented homes.
RP02- Repairs completed with target timescale
Tenant Satisfaction Measure	Proportion of: 1) non-emergency and 2) emergency responsive repairs completed within the landlord’s target timescale Low Cost Rented Accommodation only.	88.4% Or 7438 of our 8410 non-emergency repairs completed on time. 99.2% Or 1200 of our 1200 emergency repairs completed on time.	92.9% Or 6666 of our 7175 non-emergency repairs competed on time. 98.6% Or 958 of our 972 emergency repairs completed on time.
BS01- Gas safety checks
Tenant Satisfaction Measure	Proportion of homes for which all required gas safety checks have been carried out. Low Cost Rented Accommodation and Low Cost Home Ownership combined (excluding 100% shared owners).	99.98% 2585 of our 2586 homes with gas have had a gas safety check.	100% All 2612 of our homes with gas have had a gas safety check.
BS02- Fire safety checks
Tenant Satisfaction Measure	Proportion of homes for which all required fire risk assessments have been carried out. Low Cost Rented Accommodation and Low Cost Home Ownership combined (excluding 100% shared owners).	100% All 1027 of our homes that require a fire risk assessment have had this carried out.	100% All 1044 of our homes that require a fire risk assessment have had this carried out.
BS03- Asbestos safety checks
Tenant Satisfaction Measure	Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. Low Cost Rented Accommodation and Low Cost Home Ownership combined (excluding 100% shared owners).	100% Communal areas serving 895 of our homes meet this requirement.	100% Communal areas serving 910 of our homes meet this requirement.
BS04- Water safety checks
Tenant Satisfaction Measure	Proportion of homes for which all required legionella risk assessments have been carried out. Low Cost Rented Accommodation and Low Cost Home Ownership combined (excluding 100% shared owners).	100% We have 456 homes that need water safety checks.	100% We have 473 homes that need water safety checks.
BS05- Lift safety checks
Tenant Satisfaction Measure	Proportion of homes for which all required communal passenger lift safety checks have been carried out. Low Cost Rented Accommodation and Low Cost Home Ownership combined (excluding 100% shared owners).	100% We have 393 homes served by a lift all of which are in retirement living.	100% We have 409 homes served by a lift all of which are in retirement living.

Non-property Measures:

NM01- Anti-social behaviour cases relative to the size of the landlord		Data for 25-26	Data for 24-25
Tenant Satisfaction Measure	Number of: 1) anti-social behaviour cases, of which 2) anti-social behaviour cases that involve hate incidents opened per 1,000 homes. Low Cost Rented Accommodation and Low Cost Home Ownership.	24.9% (78 cases) 0.3% (1 case out of the 78 involved hate incidents)	19.1% (60 cases) 0.3% (1 case out of the 60 involved hate incidents)
CH01- Complaints Relative to the size of the landlord
Tenant Satisfaction Measure	Number of: 1. stage one complaints and 2. stage two complaints received per 1,000 homes Low Cost Rented Accommodation only.	Stage 1: 14.4% – 44 landlord related complaints Stage 2: 3.9% – 12 complaints proceeded to stage 2	Stage 1: 18.7% – 57 landlord related complaints. Stage 2: 4.9% – 6 complaints proceeded to stage 2.
CH02- Complaints responded to within complain Handling code timescales
Tenant Satisfaction Measure	Proportion of: 1) stage one complaints responded to and 2) stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. Low Cost Rented Accommodation only.	90.9% – 40 out of the 44 stage 1 complaints were responded to on time (2 of the 40 had an extension). 83.3% 10 out of the 12 stage 2 complaints were responded to on time (just 1 of the 10 had an extension).	40.4% – 23 out of the 57 stage 1 complaints received were responded to in time (all 23 without the use of the permitted extension). 60% – 9 out of the 15 stage 2 complaints were responded to in time (8 out of the 9 were without the use of a permitted extension).