Cheltenham Borough Council
Tenant Satisfaction Measures 2025/26
CouncilSouth4,706 homesRegulator code 23UB
In 2025/26, 81.5% of Cheltenham Borough Council's tenants in rented homes were satisfied overall with its service (TP01). That is above the median of 70.6% for councils, putting it in the top quartile (15th of 160).
That is up 1.3 points on 2024/25. Against other councils, its strongest result was keeps tenants informed and its most room to improve was anti-social behaviour.
Compare Cheltenham Borough Council with its peers
Peers by size, region or patch, three-year trends, a what-if tool and a printable report, in the TSM Tracker.
Tenant perception, rented homes
| Measure | 2025/26 | Median for councils | Quartile | Since 2024/25 |
|---|---|---|---|---|
| TP01Overall satisfaction | 81.5% | 70.6% | Top | ▲ +1.3 |
| TP02Satisfaction with repairs | 83.2% | 74.4% | Top | ▲ +1.4 |
| TP03Time taken for repairs | 83.0% | 71.3% | Top | ▲ +1.1 |
| TP04Well-maintained home | 83.4% | 71.4% | Top | ▲ +3.5 |
| TP05Safe home | 86.1% | 76.8% | Top | ▲ +7.3 |
| TP06Listens and acts | 69.5% | 60.2% | Top | ▲ +2.4 |
| TP07Keeps tenants informed | 83.2% | 71.4% | Top | ▲ +1.2 |
| TP08Fair and respectful | 86.7% | 77.0% | Top | ▲ +1.0 |
| TP09Complaints handling | 46.0% | 32.3% | Top | ▲ +2.2 |
| TP10Communal areas | 74.8% | 66.2% | Top | ▲ +8.5 |
| TP11Neighbourhood contribution | 74.8% | 64.2% | Top | ▲ +0.3 |
| TP12Anti-social behaviour | 63.4% | 57.6% | Top | ▲ +0.3 |
Repairs & building safety
| Measure | 2025/26 | Median for councils | Quartile | Since 2024/25 |
|---|---|---|---|---|
| RP01Homes failing Decent Homes (lower is better) | 1.2% | 3.6% | 2nd | 0.0 |
| RP02_1Non-emergency repairs on time | 94.7% | 85.7% | Top | ▲ +0.1 |
| RP02_2Emergency repairs on time | 95.3% | 95.2% | 2nd | ▼ −2.1 |
| BS01Gas safety checks | 99.4% | 99.9% | Bottom | ▼ −0.6 |
| BS02Fire risk assessments | 100.0% | 100.0% | 2nd | 0.0 |
| BS03Asbestos surveys | 100.0% | 100.0% | 2nd | ▲ +3.5 |
| BS04Legionella assessments | 100.0% | 100.0% | 2nd | 0.0 |
| BS05Lift safety checks | 100.0% | 100.0% | 2nd | 0.0 |
Complaints & neighbourhood
| Measure | 2025/26 | Median for councils | Quartile | Since 2024/25 |
|---|---|---|---|---|
| CH01_1Stage 1 complaints rate (lower is better) | 64.0 per 1,000 homes | 51.8 | 3rd | ▲ +14.8 |
| CH01_2Stage 2 complaints rate (lower is better) | 6.90 per 1,000 homes | 10.8 | 2nd | ▲ +3.40 |
| CH02_1Stage 1 responded in time | 100.0% | 88.0% | Top | ▲ +4.5 |
| CH02_2Stage 2 responded in time | 100.0% | 86.3% | Top | ▲ +6.2 |
| NM01_1ASB cases rate (lower is better) | 15.5 per 1,000 homes | 37.3 | Top | ▲ +1.50 |
| NM01_2Hate incident cases rate (lower is better) | 0.20 per 1,000 homes | 0.60 | Top | ▼ −0.50 |
Quartiles and medians compare Cheltenham Borough Council with the councils that published each measure for rented homes.
The 2025/26 tenant survey was run by telephone, 942 responses, margin of error ±2.9 points.
Other councils in South
Contains public sector information published by the Regulator of Social Housing, licensed under the Open Government Licence v3.0. Map boundaries: ONS Open Geography Portal, Crown copyright and database right, OGL v3.0. Analysis by CX-Feedback.