Luton Borough Council
Tenant Satisfaction Measures 2025/26
CouncilSouth7,550 homesRegulator code 00KA
In 2025/26, 73.6% of Luton 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 second quartile (62nd of 160).
That is up 3.2 points on 2024/25. Against other councils, its strongest result was well-maintained home and its most room to improve was anti-social behaviour.
Compare Luton 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 | 73.6% | 70.6% | 2nd | ▲ +3.2 |
| TP02Satisfaction with repairs | 80.8% | 74.4% | Top | ▲ +2.3 |
| TP03Time taken for repairs | 76.6% | 71.3% | Top | ▲ +3.9 |
| TP04Well-maintained home | 77.9% | 71.4% | Top | ▲ +4.3 |
| TP05Safe home | 77.7% | 76.8% | 2nd | ▲ +3.8 |
| TP06Listens and acts | 63.9% | 60.2% | 2nd | ▲ +6.7 |
| TP07Keeps tenants informed | 69.9% | 71.4% | 3rd | ▲ +7.9 |
| TP08Fair and respectful | 77.2% | 77.0% | 2nd | ▲ +7.4 |
| TP09Complaints handling | 31.1% | 32.3% | 3rd | ▲ +3.2 |
| TP10Communal areas | 69.5% | 66.2% | 2nd | ▲ +7.1 |
| TP11Neighbourhood contribution | 62.8% | 64.2% | 3rd | ▲ +5.5 |
| TP12Anti-social behaviour | 54.9% | 57.6% | 3rd | ▲ +5.9 |
Repairs & building safety
| Measure | 2025/26 | Median for councils | Quartile | Since 2024/25 |
|---|---|---|---|---|
| RP01Homes failing Decent Homes (lower is better) | 3.6% | 3.6% | 2nd | ▲ +2.8 |
| RP02_1Non-emergency repairs on time | 99.4% | 85.7% | Top | ▲ +16.1 |
| RP02_2Emergency repairs on time | 99.7% | 95.2% | Top | ▼ −0.3 |
| 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 | 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) | 25.1 per 1,000 homes | 51.8 | Top | ▼ −6.90 |
| CH01_2Stage 2 complaints rate (lower is better) | 5.80 per 1,000 homes | 10.8 | Top | ▼ −0.40 |
| CH02_1Stage 1 responded in time | 79.9% | 88.0% | 3rd | ▼ −2.3 |
| CH02_2Stage 2 responded in time | 93.2% | 86.3% | 2nd | ▼ −4.7 |
| NM01_1ASB cases rate (lower is better) | 46.6 per 1,000 homes | 37.3 | 3rd | ▼ −14.9 |
| NM01_2Hate incident cases rate (lower is better) | 1.30 per 1,000 homes | 0.60 | Bottom | ▲ +1.00 |
Quartiles and medians compare Luton Borough Council with the councils that published each measure for rented homes.
The 2025/26 tenant survey was run by no predominant method, 890 responses, margin of error ±3.1 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.