Hightown Housing Association Limited
Tenant Satisfaction Measures 2025/26
Housing associationSouth8,496 homesRegulator code L2179
In 2025/26, 75.1% of Hightown Housing Association Limited's tenants in rented homes were satisfied overall with its service (TP01). That is below the median of 76.9% for housing associations, putting it in the third quartile (110th of 189).
That is up 6.8 points on 2024/25. Against other housing associations, its strongest result was time taken for repairs and its most room to improve was anti-social behaviour.
Compare Hightown Housing Association Limited 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 housing associations | Quartile | Since 2024/25 |
|---|---|---|---|---|
| TP01Overall satisfaction | 75.1% | 76.9% | 3rd | ▲ +6.8 |
| TP02Satisfaction with repairs | 80.8% | 77.7% | 2nd | ▲ +1.9 |
| TP03Time taken for repairs | 79.1% | 74.1% | 2nd | ▲ +2.6 |
| TP04Well-maintained home | 79.0% | 77.1% | 2nd | ▲ +5.5 |
| TP05Safe home | 79.3% | 82.0% | 3rd | ▲ +5.7 |
| TP06Listens and acts | 65.5% | 69.2% | 3rd | ▲ +6.4 |
| TP07Keeps tenants informed | 74.3% | 77.4% | 3rd | ▲ +8.6 |
| TP08Fair and respectful | 78.2% | 82.3% | 3rd | ▲ +4.0 |
| TP09Complaints handling | 33.9% | 41.8% | Bottom | ▲ +3.0 |
| TP10Communal areas | 72.7% | 71.6% | 2nd | ▲ +10.0 |
| TP11Neighbourhood contribution | 63.2% | 70.0% | 3rd | ▲ +8.4 |
| TP12Anti-social behaviour | 54.7% | 64.0% | Bottom | ▲ +3.7 |
Repairs & building safety
| Measure | 2025/26 | Median for housing associations | Quartile | Since 2024/25 |
|---|---|---|---|---|
| RP01Homes failing Decent Homes (lower is better) | 0.1% | 0.1% | 2nd | ▲ +0.1 |
| RP02_1Non-emergency repairs on time | 96.4% | 85.2% | Top | ▲ +2.7 |
| RP02_2Emergency repairs on time | 98.1% | 96.6% | 2nd | ▲ +0.3 |
| BS01Gas safety checks | 99.7% | 100.0% | Bottom | ▼ −0.3 |
| BS02Fire risk assessments | 98.1% | 100.0% | Bottom | ▲ +2.9 |
| BS03Asbestos surveys | 99.8% | 100.0% | Bottom | ▲ +7.6 |
| BS04Legionella assessments | 99.6% | 100.0% | Bottom | ▲ +1.3 |
| BS05Lift safety checks | 98.5% | 100.0% | Bottom | ▲ +1.8 |
Complaints & neighbourhood
| Measure | 2025/26 | Median for housing associations | Quartile | Since 2024/25 |
|---|---|---|---|---|
| CH01_1Stage 1 complaints rate (lower is better) | 56.9 per 1,000 homes | 61.1 | 2nd | ▲ +14.5 |
| CH01_2Stage 2 complaints rate (lower is better) | 15.9 per 1,000 homes | 12.9 | 3rd | ▲ +7.50 |
| CH02_1Stage 1 responded in time | 88.4% | 96.2% | Bottom | ▲ +14.3 |
| CH02_2Stage 2 responded in time | 94.7% | 96.2% | 3rd | ▲ +34.4 |
| NM01_1ASB cases rate (lower is better) | 30.2 per 1,000 homes | 34.9 | 2nd | ▼ −6.20 |
| NM01_2Hate incident cases rate (lower is better) | 0.50 per 1,000 homes | 0.80 | 2nd | ▲ +0.50 |
Quartiles and medians compare Hightown Housing Association Limited with the housing associations that published each measure for rented homes.
The 2025/26 tenant survey was run by telephone, 678 responses, margin of error ±3.6 points.
Other housing associations 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.