Tenant Satisfaction Measure resident survey results
These results, for April 2024 - March 2025, measure how tenants feel about the homes and services we provide. Headline results are for tenants. To see the results for shared owners, where applicable, select the i button. Sector benchmarks provided by Housemark.
Sector benchmark: 72.5%
72.7%
I'm satisfied with Eastlight overall
Last Updated: 27 June 2025
Figures shown are for tenants.
For shared owners, overall satisfaction is 47.4%, compared to a sector average of 51.4%
Sector benchmark: 74.0%
77.0%
I'm satisfied with repairs
Last Updated: 27 June 2025
Sector average: 69.9%
69.8%
I'm satisfied with the time taken to complete my repair
Last Updated: 27 June 2025
Sector benchmark: 72.8%
74.2%
My home is well maintained
Last Updated: 27 June 2025
Sector benchmark: 79.1%
80.4%
I'm satisfied my home is safe
Last Updated: 27 June 2025
Figures shown are for tenants.
For shared owners, satisfaction is 74.4%, compared to a sector average of 76.9%.
Sector benchmark 61.9%
63.8%
Eastlight listens to my views and acts on them
Last Updated: 27 June 2025
Figures shown are for tenants.
For shared owners, satisfaction is 42.1%, compared to a sector average of 43.1%.
Sector average: 73.0%
69.3%
Eastlight keeps me informed about things that matter to me
Last Updated: 27 June 2025
Figures shown are for tenants.
For shared owners, satisfaction is 52.8%, compared to a sector average of 62.6%.
For more information about Eastlight's activities and services, please read the Shine resident magazine.
You can also join the 2,800 people who follow Eastlight's Facebook page, which is regularly updated.
Sector benchmark: 78.1%
77.5%
Eastlight treats me fairly and with respect
Last Updated: 27 June 2025
Figures shown are for tenants.
For shared owners, satisfaction is 63.7%, compared to a sector average of 68.1%.
Sector benchmark: 35.3%
33.0%
I'm satisfied with Eastlight's approach to handling complaints
Last Updated: 27 June 2025
Figures shown are for tenants.
For shared owners, satisfaction is 23.0%, compared to a sector average of 25.0%.
Sector benchmark: 67.3%
58.9%
I'm satisfied Eastlight keeps communal areas clean and well-maintained
Last Updated: 27 June 2025
Figures shown are for tenants.
For shared owners, satisfaction is 38.1%, compared to a sector average of 47.7%.
Our teams and contractors are here to keep your estates safe, clean and tidy.
Please contact us if you have any concerns about communal areas and public spaces we manage.
Visit our estates page to find out more
Sector benchmark: 66.3%
59.6%
Eastlight makes a positive contribution to my neighbourhood
Last Updated: 27 June 2025
Figures shown are for tenants.
For shared owners, satisfaction is 39.8%, compared to a sector average of 44.3%.
Our teams and contractors are here to keep your estates safe, clean and tidy.
Please contact us if you have any concerns about communal areas and public spaces we manage.
Visit our estates page to find out more
Sector benchmark: 60.1%
58.4%
I'm satisfied with Eastlight's approach to handling anti-social behaviour
Last Updated: 27 June 2025
Figures shown are for tenants.
For shared owners, satisfaction is 37.1%, compared to a sector average of 39.8%
We recognise the impact that anti-social behaviour (ASB) can have on the lives of our residents and the importance of tackling it effectively.
If you're having issues with ASB, please report it to us using the link below.
Are you happy with Eastlight? Does our repairs service meet your needs? Do you feel safe at home? Do we listen to you?
Every month, these questions and more are posed to residents on our behalf by an organisation called TLF Research. The results, which are called Tenant Satisfaction Measures (TSMs), show where you are happy with the homes and services we provide - and where we need to make improvements.
All housing associations like Eastlight must report these to the Regulator of Social Housing, which in April 2024 received more powers to ensure landlords meet the needs of residents.
You know better than anyone what you need to be safe and happy in your home, and these surveys are one opportunity to tell us whether we are meeting your expectations.
We will use your feedback to identify where we need to make improvements and introduce them.
Every month, an organisation called TLF Research will contact a sample of Eastlight residents to ask them to complete a survey about our services.
It will include a variety of questions ranging from the type of services you receive to the way we communicate with you.
You may be contacted either by phone - with a phone number beginning in 01484 - or by email to take part, and it shouldn’t take you more than 10 minutes to complete.
All residents who are contacted can complete the survey anonymously if they wish, and you do not have to take part if you do not want to.
Other Tenant Satisfaction Measures, such as how often we complete repairs on time and whether your homes meet the Decent Homes standard, are collected by us.
An organisation called TLF Research contacted a sample of Eastlight residents on a monthly basis to ask them to complete a survey about our services.
It included a variety of questions ranging from the type of services you receive to the way we communicate with you. You can see our questionnaire from 2024/25 by clicking this link.
In 2024/25, we surveyed 1,092 tenants and 294 shared owners. Residents surveyed were representative of Eastlight residents when considering tenancy type, age, ethnicity and region.
The headline figures are the results from tenants surveyed. The results from shared owners and leaseholders, where applicable, can be viewed by selecting the (i) button.
Each month, we emailed a random sample of residents before calling other residents to ensure a representative group were surveyed. 25% of respondents completed an email survey, with 75% participating in a phone survey. No incentives were offered to complete the survey, and no tenant households were excluded from the survey.
We have partnered with TLF Research to collect Tenant Satisfaction Measure (TSM) survey results on our behalf.
TLF Research are members of the Market Research Society and are fully compliant with Data Protection Laws.
Some resident contact information has been shared with TLF Research only for the use of this survey to invite residents to take part.
TLF Research does not share any data with any other organisations.
Tenant Satisfaction Measure management indicator results
These Tenant Satisfaction Measures are collected using information held by Eastlight.
Sector benchmark: 49.3
39.4
Stage One complaints per 1,000 homes
Last Updated: 27 June 2025
Figures shown are for tenants.
For shared owners, the figure is 32.7 stage one complaints per 1,000 homes.
Sector benchmark: 8.0
4.4
Stage Two complaints per 1,000 homes
Last Updated: 27 June 2025
Figures shown are for tenants.
For shared owners, the figure is 3.4 stage two complaints per 1,000 homes.
Sector benchmark: 93.4%
99.2%
Stage One complaints responded to within complaint handling code timescales
Last Updated: 27 June 2025
Figures shown are for tenants.
For shared owners, 97.4% of stage one complaints were responded to within complaints handling code timescales.
Sector benchmark: 91.5%
78.6%
Stage Two complaints responded to within complaint handling code timescales
Last Updated: 27 June 2025
Figures shown are for tenants.
For shared owners, 75.0% of stage two complaints were responded to within complaint handling code timescales.
Sector benchmark: 0.30%
0.02%
Homes not meeting Decent Homes Standard
Last Updated: 27 June 2025
Sector benchmark: 83.2%
62.0%
Non-emergency repairs completed within target timescale
Last Updated: 27 June 2025
Sector benchmark: 95.9%
93.7%
Emergency repairs completed within target timescale
Last Updated: 27 June 2025
Sector benchmark: 99.97%
99.51%
Gas safety checks completed
Last Updated: 27 June 2025
Sector benchmark: 100%
100%
Asbestos checks completed
Last Updated: 27 June 2025
Sector benchmark: 100%
99.9%
Fire safety checks completed
Last Updated: 27 June 2025
Sector benchmark: 100%
98.77%
Lift safety checks completed
Last Updated: 27 June 2025
Sector benchmark: 100%
100%
Water safety checks completed
Last Updated: 27 June 2025
Sector benchmark: 35.2
42.2
Anti-social behaviour cases per 1,000 homes
Last Updated: 27 June 2025
Sector benchmark: 0.7 cases per 1,000 homes
0.7
Hate incidents per 1,000 homes
Last Updated: 27 June 2025
