Ocean Housing

Tenant Satisfaction Measures (TSMs) 2025/26

April 2025 to March 2026

All social housing landlords, including us at Ocean, are required to survey their tenants and residents using a set of questions called Tenant Satisfaction Measures (TSM). These are designed by the Regulator of Social Housing to assess how well landlords in England are delivering quality homes and services.

Want to learn more about TSMs and what they mean for you as an Ocean tenant? You can find all the details on the Regulator of Social Housing website.

Our Key Findings

Download a summary of our Tenant Satisfaction Measures (TSM) survey results, including headline scores, key themes and benchmarking against other housing providers.

How these results are calculated

Tenant survey results

These measures (TP01–TP12) are based on responses from tenants. They show the percentage of tenants who are satisfied with our services.

Operational performance

These measures are based on management data, including repairs, complaints, neighbourhood services and building safety.

Split measures

Some results are shown in two parts (for example complaints and repairs), in line with regulatory requirements.

Timescales used

Complaints
Stage 1: 10 working days
Stage 2: 20 working days

Repairs
Emergency: within 24 hours
Non-emergency: within 40 working days

Survey methodology

The survey was carried out independently by IFF Research between April 2025 and March 2026 using a representative sample of tenants, in line with the Regulator of Social Housing requirements.

What our tenants told us

These results are based on a tenant perception survey carried out independently by IFF Research between April 2025 and March 2026. The survey collected feedback from a representative sample of tenants and includes views on services such as repairs, safety, communication and complaint handling.

What our tenants told us (Tenant Survey – IFF Research)

77.5%

Overall satisfaction with the service

82.1%

Satisfaction with repairs service

77.3%

Satisfaction with time taken to complete repairs

82.5%

Satisfaction that the home is well maintained

86.2%

Satisfaction that the home is safe

68.3%

Satisfaction that we listen and act on tenant views

77.3%

Satisfaction that we keep residents informed

85.2%

Agreement that we treat residents fairly and with respect

43.3%

Satisfaction with complaint handling

78.0%

Satisfaction with communal areas

71.7%

Satisfaction with neighbourhood management

67.6%

Satisfaction with anti-social behaviour handling

How we are performing

These measures are based on management information and operational data recorded by Ocean Housing during the reporting year. They reflect performance across repairs, building safety, complaints and neighbourhood management.

Repairs

0.2%

Homes not meeting the Decent Homes Standard

76.6%

Non-emergency repairs completed within target timescales

92.3%

Emergency repairs completed within target timescales

Building Safety

100%

Gas safety checks completed

100%

Fire safety checks completed

100%

Asbestos safety checks completed

100%

Water safety checks completed

86.3%

Lift safety checks completed

Complaints

57.3

Stage 1 complaints received per 1,000 homes

15.4

Stage 2 complaints received per 1,000 homes

91.7%

Stage 1 complaints responded to within timescale

81.5%

Stage 2 complaints responded to within timescale

Neighbourhood

42.6

Anti-social behaviour cases opened per 1,000 homes

0.2

Hate-related anti-social behaviour cases opened per 1,000 homes

Read our TSM methodology statement here

Download our Tenant Satisfaction Measures (TSM) methodology statement, which explains how we collect, calculate and report our results in line with the Regulator of Social Housing’s requirements