The Regulator of Social Housing requires all social landlords to collect data for the tenant satisfaction measures and publish these annually.
The tenant satisfaction measures are intended to provide clear, visible and comparable information for residents on landlord performance.
We worked with an independent company, Kwest Research Limited, to carry out surveys with residents to ask the set tenant satisfaction measure questions. We also reported the results to the regulator in June 2025.
For details on the methodology, please see the tenant satisfaction measure survey approach (pdf, 5 page(s), 407.57 KB).
You can also view the tenant satisfaction measure questionnaire (pdf, 4 page(s), 144.64 KB).
We are now collecting data for the 2025-26 survey:
Tenant satisfaction survey 2025-26
Survey results – April 2024 to March 2025
Taking everything into account, how satisfied or dissatisfied are you with the service provided by Haringey Council?
| Satisfied |
Neutral |
Dissatisfied |
| 48% |
12% |
40% |
How satisfied or dissatisfied are you with the overall repairs service from Haringey Council over the last 12 months?
| Satisfied |
Neutral |
Dissatisfied |
| 49% |
7% |
44% |
How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it?
| Satisfied |
Neutral |
Dissatisfied |
| 44% |
5% |
51% |
How satisfied or dissatisfied are you that Haringey Council provides a home that is well maintained?
| Satisfied |
Neutral |
Dissatisfied |
| 47% |
8% |
45% |
Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Haringey Council provides a home that is safe?
| Satisfied |
Neutral |
Dissatisfied |
| 58% |
7% |
35% |
How satisfied or dissatisfied are you that Haringey Council listens to your views and acts upon them?
| Satisfied |
Neutral |
Dissatisfied |
| 43% |
11% |
46% |
How satisfied or dissatisfied are you that Haringey Council keeps you informed about things that matter to you?
| Satisfied |
Neutral |
Dissatisfied |
| 64% |
10% |
26% |
To what extent do you agree or disagree with the following “Haringey Council treats me fairly and with respect”?
| Satisfied |
Neutral |
Dissatisfied |
| 62% |
13% |
25% |
How satisfied or dissatisfied are you with Haringey Council’s approach to complaints handling?
| Satisfied |
Neutral |
Dissatisfied |
| 14% |
5% |
81% |
How satisfied or dissatisfied are you that Haringey Council keeps these communal areas clean and well maintained?
| Satisfied |
Neutral |
Dissatisfied |
| 54% |
8% |
36% |
How satisfied or dissatisfied are you that Haringey Council makes a positive contribution to your neighbourhood?
| Satisfied |
Neutral |
Dissatisfied |
| 61% |
10% |
29% |
How satisfied or dissatisfied are you with Haringey Council’s approach to handling anti-social behaviour?
| Satisfied |
Neutral |
Dissatisfied |
| 55% |
11% |
35% |
KPIs 2024-2025
| Tenant satisfaction measures: KPIs |
Year-end figure |
| Proportion of homes for which all required gas safety checks have been carried out. |
99.9% |
| Proportion of homes for which all required fire risk assessments have been carried out. |
99.9% |
| Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. |
100% |
| Proportion of homes for which all required legionella risk assessments have been carried out. |
100% |
| Proportion of homes for which all required communal passenger lift safety checks have been carried out. |
99.3% |
| Number of anti-social behaviour cases opened per 1,000 homes. |
70.4 |
| Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes. |
1.5 |
| Proportion of homes that do not meet the Decent Homes Standard. |
20.7% |
| Proportion of non-emergency responsive repairs completed within the landlord’s target timescale. |
61.9% |
| Proportion of emergency responsive repairs completed within the landlord’s target timescale. |
98.5% |
| Number of stage one complaints received per 1,000 homes. |
118.2 |
| Number of stage two complaints received per 1,000 homes. |
25.4 |
| Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. |
70% |
| Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. |
39% |
What we are doing to improve customer satisfaction
We are working to improve overall customer satisfaction by addressing the lowest scoring measures that cause the most concern to residents.
We are working to address the key challenges identified in the survey and will engage with residents on the Residents Voice Board to get their feedback and service improvement suggestions relating to the results.
Some of the work we are already undertaking to address some of the areas of lower satisfaction includes the following:
- Haringey Council’s Cabinet approved a major investment of £570 million to refurbish thousands of council homes across the borough over the coming years
- we are working to procure additional contractors to work alongside our repairs service in 2025/26, to improve repairs response times and it is anticipated that this will help improve satisfaction with repairs
- we are working to introduce a new complaints management system that will improve both our complaint handling and resolution of complaints
