Tenant Satisfaction Measure resident survey results

These results for 2025/26 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 medians provided by Housemark.

Sector median 2024/25: 72.5%

75.5%

I'm satisfied with Eastlight overall

Last Updated: 18 May 2026

Figures shown are for tenants.

For shared owners, overall satisfaction is 49.3%, compared to a sector median of 51.4%

Sector median 2024/25: 74.0%

80.7%

I'm satisfied with repairs

Last Updated: 18 May 2026

Sector median 2024/25: 69.9%

77.3%

I'm satisfied with the time taken to complete my repair

Last Updated: 18 May 2026

Sector median 2024/25: 72.8%

76.8%

My home is well maintained

Last Updated: 18 May 2026

Sector median 2024/25: 79.1%

81.2%

I'm satisfied my home is safe

Last Updated: 18 May 2026

Figures shown are for tenants.

For shared owners, satisfaction is 76.9%, compared to a sector median of 76.9%.

Sector median 2024/25: 61.9%

69.2%

Eastlight listens to my views and acts on them

Last Updated: 18 May 2026

Figures shown are for tenants.

For shared owners, satisfaction is 43.9%, compared to a sector median of 43.1%.

Sector median 2024/25: 73.0%

70.4%

Eastlight keeps me informed about things that matter to me

Last Updated: 18 May 2026

Figures shown are for tenants.

For shared owners, satisfaction is 53.3%, compared to a sector median of 62.6%.

For more information about Eastlight's activities and services, please  read Shine magazine or visit Eastlight's Facebook page.

Sector median 2024/25: 78.1%

80.1%

Eastlight treats me fairly and with respect

Last Updated: 18 May 2026

Figures shown are for tenants.

For shared owners, satisfaction is 60.7%, compared to a sector median of 68.1%.

Sector median 2024/25: 35.3%

41.9%

I'm satisfied with Eastlight's approach to handling complaints

Last Updated: 18 May 2026

Figures shown are for tenants.

For shared owners, satisfaction is 34.2%, compared to a sector median of 25.0%.

Sector median 2024/25: 67.3%

66.6%

I'm satisfied Eastlight keeps communal areas clean and well-maintained

Last Updated: 18 May 2026

Figures shown are for tenants.

For shared owners, satisfaction is 46.5%, compared to a sector median 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 median 2024/25: 66.3%

67.3%

Eastlight makes a positive contribution to my neighbourhood

Last Updated: 18 May 2026

Figures shown are for tenants.

For shared owners, satisfaction is 41.8%, compared to a sector median 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 median 2024/25: 60.1%

61.1%

I'm satisfied with Eastlight's approach to handling anti-social behaviour

Last Updated: 18 May 2026

Figures shown are for tenants.

For shared owners, satisfaction is 39.3%, compared to a sector median 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.

Report Anti-Social Behaviour here

Who are Acuity and why are they contacting me?

We have partnered with Acuity Research & Practice to collect Tenant Satisfaction Measure (TSM) survey results on our behalf.

Some resident contact information has been shared with Acuity only for the use of this survey to invite residents to take part.

Acuity does not share any data with any other organisations.

Click here to visit Acuity's website.

What are Tenant Satisfaction Measures (TSMs)?

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 Acuity Research & Practice. 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.

Why should I complete a Tenant Satisfaction Measure survey?

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.

How are Tenant Satisfaction Measure results collected?

Every month, an organisation called Acuity Research & Practice 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.

Acuity will contact you by phone via the number 01376 435016. Taking part is completely optional.

If you are contacted, you can choose to remain anonymous and/or decline follow-up contact after completing the survey.

However, if you feel comfortable linking your name with your answers, it helps Eastlight better understand your individual opinions and where needed, take action on your feedback.

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.

Tenant Satisfaction Measure management indicator results

These are the figures for 2025/26.

5.13%

Stage One complaints per 1,000 homes

Last Updated: 22 June 2026

0.93%

Stage Two complaints per 1,000 homes

Last Updated: 22 June 2026

99.04%

Stage One complaints responded to within complaint handling code timescales

Last Updated: 22 June 2026

93.50%

Stage Two complaints responded to within complaint handling code timescales

Last Updated: 22 June 2026

0%

Homes not meeting Decent Homes Standard

Last Updated: 22 June 2026

83.02%

Non-emergency repairs completed within target timescale (28 days for routine, 90 days for planned)

Last Updated: 22 June 2026

98.91%

Emergency repairs completed within target timescale (up to 24 hours)

Last Updated: 22 June 2026

99.7%

Gas safety checks completed

Last Updated: 22 June 2026

Sector median: 100%

100%

Asbestos checks completed

Last Updated: 22 June 2026

100%

Fire safety checks completed

Last Updated: 22 June 2026

Sector median: 100%

100%

Lift safety checks completed

Last Updated: 22 June 2026

100%

Water safety checks completed

Last Updated: 22 June 2026

5.3

Anti-social behaviour cases per 1,000 homes

Last Updated: 22 June 2026

TBC

Hate incidents per 1,000 homes

Last Updated: 22 June 2026