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 Tenant Satisfaction Measures (TSMs) for tenants living in Low Cost Rental Accommodation only. This refers to social housing where rents are set below market levels, making them more affordable than private renting. These homes are provided by housing associations, such as Look Ahead, and local authorities, and are primarily intended for people who may not be able to afford renting on the open market.
We carried out our survey between November 2025 and February 2026 using a census approach, meaning all tenants were invited to take part so that everyone had the opportunity to share their feedback. After the survey closed, we applied statistical weighting to the results. This involved adjusting the data to account for tenant groups that were underrepresented in the responses, helping to ensure that the findings more accurately reflect the views of our full tenant population, rather than only those who responded.
We publish these results annually as part of our commitment to transparency and service improvement. To find out more information about how we are performing, click here.
You can view our survey documents at the bottom of this page.
Our 2025/26 TSM scores
78.7%
Overall Satisfaction
79.9%
Satisfaction with repairs
73.5%
Satisfaction with time taken to complete repairs
78.9%
Satisfaction that the home is well maintained
82.5%
Satisfaction that the home is safe
75.8%
Satisfaction that the landlord listens to tenant views and acts upon them
79.2%
Satisfaction that the landlord keeps them informed about things that matter
82.7%
Agrees that the landlord treats tenants fairly and with respect
59.0%
Satisfaction with landlord’s approach to handling complaints
78.8%
Satisfaction that the landlord keeps communal areas clean and well maintained
69.2%
Satisfaction that the landlord makes a positive contribution to neighbourhoods
72.3%
Satisfaction with the landlord’s approach to anti-social behaviour
77.4%
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 2025/26 are below:
| Measure | Numerator | Denominator | 2024/25 TSM Value |
|---|---|---|---|
| Stage 1 complaints received per 1000 | 57 | 1065 | 53.5 |
| Stage 2 complaints received per 1000 | 14 | 1065 | 13.1 |
| Stage 1 complaints responded to within target | 52 | 57 | 91.2% |
| Stage 2 complaints responded to within target | 13 | 14 | 92.9% |
| Total ASB instances received per 1000 | 34 | 1065 | 31.9 |
| Total hate crime instances received per 1000 | 1 | 1065 | 0.9 |
| % homes not meeting the Decent Homes Standard | 29 | 1030 | 2.8% |
| Non-emergency repairs completed within target (Target timelines for these repairs are 5 working days for urgent repairs and 20 working days for routine repairs) | 2578 | 2844 | 90.6% |
| Emergency repairs completed within target (Target timelines for these repairs are 4 hours for emergency repair and 24 hours for out of hours repairs) | 774 | 813 | 95.2% |
| Gas safety checks | 770 | 770 | 100% |
| Fire safety checks | 908 | 926 | 98.1% |
| Asbestos safety checks | 861 | 861 | 100.0% |
| Water safety checks | 110 | 110 | 100.0% |
| Lift safety checks | 231 | 231 | 100.0% |
For more detail or to further scrutinise our performance, customers can join our Tenant and Landlord Panel or Customer Incidents Panel. Email us at gettinginvolved@lookahead.org.uk or read more information here.