English Rural: A Transparent Look at Our Tenant Satisfaction Measures
The release of the 2023/24 Tenant Satisfaction Measures (TSMs) by the Regulator of Social Housing offers a clear lens into the performance of housing providers across the country. At English Rural, we welcome this opportunity to benchmark our performance, celebrate our achievements, and identify areas for improvement. Alongside sector comparisons, we are pleased to report on the progress we’ve made compared to our 2023 survey results. Here’s how we measure up and what we are doing to improve:

Our Strengths: Leading in Resident Satisfaction
English Rural continues to outperform sector averages in many areas that matter most to residents:
- Overall Satisfaction (TP01): 77% of our residents are satisfied with the service we provide, significantly exceeding the sector average of 71%. This also reflects an improvement from 74% in our 2023 survey.
- Home Safety (TP05): 84% of residents feel their homes are safe, surpassing the sector average of 77%. This marks further progress from 80% in 2023.
- Repairs Satisfaction (TP02): 79% of residents are satisfied with our repairs service over the last 12 months, well above the sector average of 72%, and a notable increase from 70% last year.
- Ease of Dealing with English Rural: 82% of residents find us easy to deal with, significantly higher than 75% in 2023.
These results demonstrate our commitment to providing high-quality, safe, and well-maintained homes while ensuring an excellent resident experience.
Building Safe and Well-Maintained Homes
Safety and upkeep remain at the forefront of our mission:
- Building Safety Checks: English Rural fully complies with essential building safety standards, including gas and fire safety, matching the sector’s top-performing landlords at 99.9% and 100% compliance, respectively.
- Repairs Performance: Resident satisfaction with repairs timeliness (TP03) stands at 81%, aligning with the sector average of 81.3%, while overall satisfaction with repairs (TP02) surpasses both sector averages and our own 2023 figure.
Listening, Communicating, and Acting
We understand the importance of effective communication and responsiveness:
- Keeping Residents Informed (TP07): 68% of residents are satisfied with our communication, approaching the sector average of 70%, and improving from 63% in 2023.
- Treating Residents with Respect (TP08): 76% of residents feel we treat them fairly and respectfully, aligning with the sector at 77% and reflecting progress from 71% in 2023.
- Listening to Tenant Views (TP06): 61% of residents feel we listen to and act on their feedback, an increase from 54% in 2023, and nearing the sector average of 60%.
These improvements highlight our continued focus on acting on resident feedback and strengthening trust through better engagement.
Addressing Challenges: Areas for Growth
While we celebrate our achievements, we are committed to addressing areas where improvement is needed:
- Maintenance of Communal Areas: Satisfaction remains low at 43%, though this is a slight improvement from 40% in 2023. We are revising contracts and increasing oversight to address this.
- Complaint Handling (TP09): With 34% satisfaction, we match the sector average of 34.5%. Improving this is a key focus, with streamlined processes and better oversight already being implemented.
- Anti-Social Behaviour Handling (TP12): Satisfaction stands at 58%, slightly above the sector average of 57.8%. We are reviewing our strategies to strengthen performance in this area.
Investing in Sustainability and Growth
Sustainability remains a key pillar of our strategy:
- Energy Efficiency: In 2024, we delivered 32 new homes, including our first ‘A’ rated properties, and have allocated significant resources to enhance the energy efficiency of existing homes.
- Property Maintenance: A record £2.8 million was invested this year in repairs, planned maintenance, and capital replacements, ensuring homes remain safe, comfortable, and well-maintained
Looking Ahead: Transparency and Growth
It is important to note that the sector comparison reflects English Rural’s survey results gathered in Summer 2024, while the sector-wide TSM data was collected during the 2023/24 financial year. Despite the differing timeframes, these comparisons provide a valuable context for assessing our performance and identifying areas for growth.
At English Rural, we are proud of the progress we’ve made and remain committed to continuous improvement. Transparency, accountability, and resident feedback are central to everything we do. The results of the TSMs, along with our own year-on-year progress, provide a solid foundation for us to continue enhancing our services and creating thriving rural communities.
We thank our residents for being an integral part of this journey. Together, we can make English Rural homes even better places to live.