Safety & Quality
Transparency
Neighbourhood & Community
Tenancy
As a registered provider of social housing, Look Ahead is required to report on a set of performance indicators known as Tenant Satisfaction Measures (TSMs). These 22 measures help us – and our residents – understand how well we’re delivering key services.
The TSMs are split into two types:
- Tenant perception measures (12 measures), gathered through resident surveys.
- Landlord management information (10 measures), based on our operational data.
Because of the size of our organisation and the number of homes we manage, we are required to report on TSMs for tenants living in Low Cost Rental Accommodation only.
We carried out our survey from November 2024 to mid February 2025 via the consensus approach and we carried out statistical weighting in order to account for any biases in the sample population.
We publish these results annually as part of our commitment to transparency and service improvement.
You can view these documents at the bottom of this page.
Our 2024/25 TSM scores
78.9%
Overall Satisfaction
76%
Satisfaction with repairs
69%
Satisfaction with time taken to complete repairs
76%
Satisfaction that the home is well maintained
78.4%
Satisfaction that the home is safe
74.3%
Satisfaction that the landlord listens to tenant views and acts upon them
79.3%
Satisfaction that the landlord keeps them informed about things that matter
81.2%
Agrees that the landlord treats tenants fairly and with respect
58.%
Satisfaction with landlord’s approach to handling complaints
78.1%
Satisfaction that the landlord keeps communal areas clean and well maintained
71.7%
Satisfaction that the landlord makes a positive contribution to neighbourhoods
67.5%
Satisfaction with the landlord’s approach to anti-social behaviour
78.6%
Are you satisfied that Look Ahead provides inclusive and accessible services, information and accommodation?
As well as reporting on tenant satisfaction, we are required to report on key management information for Look Ahead properties. Our results for 2024/25 are below:
| Measure | Numerator | Denominator | 2024/25 TSM Value |
|---|---|---|---|
| Stage 1 complaints received per 1k | 30 | 1035 | 29.0 |
| Stage 2 complaints received per 1k | 1 | 1035 | 1.0 |
| Stage 1 complaints responded to within target | 24 | 30 | 80.0% |
| Stage 2 complaints responded to within target | 1 | 1 | 100.0% |
| Total ASB instances received per 1k | 24 | 1035 | 23.2 |
| Total hate crime instances received per 1k | 0 | 1035 | 0.0 |
| % homes not meeting the Decent Homes Standard | 16 | 1035 | 1.55% |
| Non-emergency repairs completed within target | 1973 | 2133 | 92.5% |
| Emergency repairs completed within target | 348 | 362 | 96.1% |
| Gas safety checks | 348 | 362 | 96.1% |
| Fire safety checks | 779 | 779 | 100.0% |
| Asbestos safety checks | 943 | 943 | 100.0% |
| Water safety checks | 825 | 825 | 100.0% |
| Lift safety checks | 114 | 114 | 100.0% |
For more detail or to further scrutinise our performance, customers can join our Tenant and Landlord Panel, Customer Care and Support Forum or Customer Incidents Panel. Email us at gettinginvolved@lookahead.org.uk or read more information here.