Tenant Satisfaction Measures (TSMs)
How we collect and use your feedback 2025-2026
Tenant Satisfaction Measures (TSMs) are a set of standards introduced by the Regulator of Social Housing to help customers understand how well their landlord is performing.
The measures cover the things that matter most to customers, including repairs, building safety, complaints, communication and neighbourhood management. Some are based on feedback from customers, while others use performance information that we collect throughout the year.
We publish our TSM results annually so you can see how we're performing and where we're focused on improving our services.
Understanding the results
The Tenant Satisfaction Measures (TSMs) are split into two categories:
- Perception measures – these are based on feedback from customers about their experience of Curo's services, including repairs, communication, complaints and neighbourhood management.
- Management measures – these are based on operational data about how we deliver our services, such as carrying out safety checks, completing repairs and responding to complaints.
Together, these measures provide a balanced picture of our performance by combining customer feedback with information about how our services are delivered.
Our latest results
The tables below show our Tenant Satisfaction Measures for 2025/26.
The customer perception measures are based on a survey carried out on our behalf by an independent research company. The management measures are calculated using Curo's performance data in line with the Regulator of Social Housing's published requirements.
Perception measures – Low Cost Rental Accommodation (LCRA)
The table below shows the customer perception Tenant Satisfaction Measures (TSMs) for Low Cost Rental Accommodation (LCRA) for 2025/26. Results are shown as percentages.
Tenant Satisfaction Measure (TSM) |
2025/26 result |
|---|---|
| Overall satisfaction with Curo as a landlord (TP01) | 70.2% |
| Satisfaction with the overall repairs service in the last 12 months (TP02) | 75.9% |
| Satisfaction with the time taken to complete the most recent repair (TP03) | 70.1% |
| Satisfaction that the home is well maintained (TP04) | 73.0% |
| Satisfaction that the home is safe (TP05) | 76.4% |
| Satisfaction that the landlord listens and acts (TP06) | 60.8% |
| Satisfaction that the landlord keeps you informed (TP07) | 73.6% |
| Satisfaction that the landlord treats you fairly and with respect (TP08) | 80.4% |
| Satisfaction with landlord’s approach to complaint handling (TP09) | 32.2% |
| Satisfaction that the landlord keeps communal areas clean and well maintained (TP10) | 64.5% |
| Satisfaction that the landlord makes a positive contribution to the neighbourhood (TP11) | 66.0% |
| Satisfaction with landlord’s approach to dealing with anti-social behaviour (TP12) | 52.8% |
Perception measures – Low Cost Home Ownership (LCHO)
The table below shows the customer perception Tenant Satisfaction Measures (TSMs) for Low Cost Home Ownership (LCHO) for 2025/26. Results are shown as percentages.
Tenant Satisfaction Measure (TSM) |
2025/26 result |
|---|---|
| Overall satisfaction with Curo as a landlord (TP01) | 48.4% |
| Satisfaction that the home is safe (TP05) | 69.4% |
| Satisfaction that the landlord listens and acts (TP06) | 36.3% |
| Satisfaction that the landlord keeps you informed (TP07) | 56.9% |
| Satisfaction that the landlord treats you fairly and with respect (TP08) | 56.9% |
| Satisfaction with landlord’s approach to complaint handling (TP09) | 21.6% |
| Satisfaction that the landlord keeps communal areas clean and well maintained (TP10) | 40.3% |
| Satisfaction that the landlord makes a positive contribution to the neighbourhood (TP11) | 42.7% |
| Satisfaction with landlord’s approach to dealing with anti-social behaviour (TP12) | 30.0% |
Management performance measures
The table below shows Tenant Satisfaction Measures based on our operational performance data for 2025/26. Results include percentages and rates per 1,000 properties, depending on the measure.
Tenant Satisfaction Measure (TSM) |
Cohort |
2025/26 result |
|---|---|---|
| Gas safety checks carried out on time (BS01) | All | 100.0% |
| Fire safety checks carried out on time (BS02) | All | 100.0% |
| Asbestos checks carried out on time (BS03) | All | 100.0% |
| Water safety / legionella checks carried out on time (BS04) | All | 100.0% |
| Lift safety checks carried out on time (BS05) | All | 100.0% |
| Stage 1 complaints made per 1,000 properties (CH01) | LCRA | 96.0 |
| Stage 2 complaints made per 1,000 properties (CH01) | LCRA | 23.2 |
| Stage 1 complaints made per 1,000 properties (CH01) | LCHO | 37.9 |
| Stage 2 complaints made per 1,000 properties (CH01) | LCHO | 11.9 |
| Stage 1 complaints responded to within Housing Ombudsman timescales (CH02) | LCRA | 92.4% |
| Stage 2 complaints responded to within Housing Ombudsman timescales (CH02) | LCRA | 91.2% |
| Stage 1 complaints responded to within Housing Ombudsman timescales (CH02) | LCHO | 100.0% |
| Stage 2 complaints responded to within Housing Ombudsman timescales (CH02) | LCHO | 90.9% |
| Anti-social behaviour cases opened per 1,000 properties (NM01) | All | 101.6 |
| Anti-social hate cases opened per 1,000 properties (NM01) | All | 2.7 |
| Homes that do not meet the Decent Homes Standard (RP01) | LCRA | 0.7% |
| Emergency repairs completed within target timescales (RP02) | LCRA | 99.9% |
| Non-emergency repairs completed within target timescales (RP02) | LCRA | 72.5% |
Download copies of these results and the Statement of Approach and Questionnaire for both LCHO and LCRA below: