Crawley Borough Council
Tenant Satisfaction Measures 2025/26
CouncilSouth8,110 homesRegulator code 45UE
In 2025/26, 76.8% of Crawley 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 (39th of 160).
That is up 4.0 points on 2024/25. Against other councils, its strongest result was time taken for repairs and its most room to improve was anti-social behaviour.
Compare Crawley 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 | 76.8% | 70.6% | Top | ▲ +4.0 |
| TP02Satisfaction with repairs | 81.3% | 74.4% | Top | ▲ +5.0 |
| TP03Time taken for repairs | 84.1% | 71.3% | Top | ▲ +8.7 |
| TP04Well-maintained home | 76.1% | 71.4% | Top | ▲ +4.7 |
| TP05Safe home | 76.6% | 76.8% | 3rd | ▲ +3.1 |
| TP06Listens and acts | 65.4% | 60.2% | Top | ▲ +5.8 |
| TP07Keeps tenants informed | 71.1% | 71.4% | 3rd | ▲ +5.3 |
| TP08Fair and respectful | 76.6% | 77.0% | 3rd | ▲ +4.1 |
| TP09Complaints handling | 43.3% | 32.3% | Top | ▲ +8.7 |
| TP10Communal areas | 66.0% | 66.2% | 3rd | ▲ +0.2 |
| TP11Neighbourhood contribution | 64.0% | 64.2% | 3rd | ▲ +4.4 |
| TP12Anti-social behaviour | 55.9% | 57.6% | 3rd | ▲ +1.4 |
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 | ▼ −1.3 |
| RP02_1Non-emergency repairs on time | 92.8% | 85.7% | Top | ▲ +1.7 |
| RP02_2Emergency repairs on time | 86.4% | 95.2% | Bottom | ▼ −1.6 |
| BS01Gas safety checks | 100.0% | 99.9% | Top | 0.0 |
| BS02Fire risk assessments | 100.0% | 100.0% | 2nd | 0.0 |
| BS03Asbestos surveys | 100.0% | 100.0% | 2nd | 0.0 |
| BS04Legionella assessments | 100.0% | 100.0% | 2nd | ▲ +48.6 |
| 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) | 31.3 per 1,000 homes | 51.8 | Top | ▼ −6.50 |
| CH01_2Stage 2 complaints rate (lower is better) | 7.30 per 1,000 homes | 10.8 | 2nd | ▲ +0.90 |
| CH02_1Stage 1 responded in time | 73.2% | 88.0% | Bottom | ▼ −6.6 |
| CH02_2Stage 2 responded in time | 58.6% | 86.3% | Bottom | ▼ −27.9 |
| NM01_1ASB cases rate (lower is better) | 49.4 per 1,000 homes | 37.3 | 3rd | ▼ −23.7 |
| NM01_2Hate incident cases rate (lower is better) | 0.10 per 1,000 homes | 0.60 | Top | ▼ −0.10 |
Quartiles and medians compare Crawley Borough Council with the councils that published each measure for rented homes.
The 2025/26 tenant survey was run by internet, 633 responses, margin of error ±3.7 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.