Tenant satisfaction measures (TSM) – 2025/26

Overall satisfaction

  • 89% of tenants are satisfied with the overall service provided by Oldham Council.
  • 78.5% of tenants are satisfied that Oldham Council listens to tenants' views and acts upon them.
  • 87% of tenants agree that Oldham Council treats tenants fairly and with respect.

Your home and services

  • 91% are satisfied with the time taken to complete their most recent repair after reporting it.
  • 91% are satisfied that their home is well maintained.
  • 92% feel their home is safe.

Anti-social behaviour

  • 73% of tenants are satisfied with Oldham Council's approach to handling anti-social behaviour.
  • 37.6 anti-social behaviour cases were opened per 1,000 homes.
  • 0 anti-social behaviour cases involving a hate incident were opened per 1,000 homes (0 cases overall in the reporting year).

Repairs and maintenance

  • 91.6% are satisfied with the overall repairs service from their landlord over the last 12 months.
  • 91% are satisfied with the time taken to complete their most recent repair.
  • 96% of emergency repairs were completed within the 72-hour target timescale.
  • 99.3% of non-emergency repairs were completed within the combined 7-day and 21-day target timescales.

Decent homes standard

  • 0% of homes fell below

Communication

  • Communication levels are positive, with 82% satisfied they are kept informed.

Complaint handling

  • 51% of tenants are satisfied with how complaints are handled.
  • 100% of stage one complaints were responded to within the Housing Ombudsman Complaint Handling Code Timescales
  • 5.3 complaints per 1,000 homes at stage one.
  • 100% of stage two complaints were responded to within the Ombudsman’s timeframe.
  • 1.4 stage two complaints received per 1000 homes completed within the Housing Ombudsman timeframe.

Communal areas

  • 85% are satisfied that communal areas are clean and well maintained.

Responsible neighbourhood management

  • 77% of tenants feel that Oldham Council positively contributes to the neighbourhood.

Building safety checks

  • 92% are satisfied their home is safe.
  • 100% of the following checks were completed:
    • Fire safety
    • Gas safety
    • Water safety
    • Asbestos
    • Lift safety

Table 1: Summary of Tenant Satisfaction Measures

Code TSMs Collected from Tenant Perception Surveys Tenant Satisfaction Measure OMBC Figures
TP01 Overall satisfaction Proportion of respondents who report that they are satisfied with the overall service from their landlord. 89%
TP02 Satisfaction with repairs Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service. 91.7%
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 that they are satisfied with the time taken to complete their most recent repair. 91.2%
TP04 Satisfaction that the home is well maintained Proportion of respondents who report that they are satisfied that their home is well maintained. 91.4%
TP05 Satisfaction that the home is safe Proportion of respondents who report that they are satisfied that their home is safe. 92.4%
TP06 Satisfaction that the landlord listens to tenant views and acts upon them Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. 78.5%
TP07 Satisfaction that the landlord keeps tenants informed about things that matter to them Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. 81.7%
TP08 Agreement that the landlord treats tenants fairly and with respect Proportion of respondents who report that they agree their landlord treats them fairly and with respect. 87%
TP09 Satisfaction with the landlord's approach to handling complaints Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord's approach to complaints handling. 51%
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. 84.8%
TP11 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. 76.6%
TP12 Satisfaction with the landlord's approach to handling anti-social behaviour Proportion of respondents who report that they are satisfied with their landlord's approach to handling anti-social behaviour. 72.8%
Code TSMs Generated from Management Information OMBC Figures
CH01 (1) Complaints relative to the size of the landlord Number of stage one complaints received per 1,000 homes. 5.3
CH01 (2) Number of stage two complaints received per 1,000 homes. 1.4
CH02 (1) 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 (2) Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales. 100%
NM01 (1) Anti-social behaviour cases relative to the size of the landlord Number of anti-social behaviour cases opened per 1,000 homes. 37.6
NM01 (2) Number of anti-social behaviour cases involving hate incidents opened per 1,000 homes. 0
RP01 Homes that do not meet the Decent Homes Standard Proportion of homes that do not meet the Decent Homes Standard. 0%
RP02 (1) Repairs completed within target timescale Proportion of non-emergency repairs completed within the landlord's target timescale. 99.3%
RP02 (2) Proportion of emergency responsive repairs completed within the landlord's target timescale. 95.7%
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. 100%
BS03 Asbestos safety checks Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. 100%
BS04 Water safety checks Proportion of homes for which all required legionella risk assessments have been carried out. 100%
BS05 Lift safety checks Proportion of homes for which all required communal passenger lift safety checks have been carried out. 100%
BS06 Electrical safety checks Proportion of homes for which all required electrical safety checks have been carried out. 100%