Orwell Housing Association Limited
Tenant Satisfaction Measures 2025/26
Housing associationSouth4,178 homesRegulator code L0028
In 2025/26, 71.9% of Orwell 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 (131st of 189).
That is up 2.7 points on 2024/25. Against other housing associations, its strongest result was well-maintained home and its most room to improve was overall satisfaction.
Compare Orwell 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 | 71.9% | 76.9% | 3rd | ▲ +2.7 |
| TP02Satisfaction with repairs | 79.7% | 77.7% | 2nd | ▲ +8.8 |
| TP03Time taken for repairs | 70.9% | 74.1% | 3rd | ▲ +7.4 |
| TP04Well-maintained home | 79.4% | 77.1% | 2nd | ▲ +3.3 |
| TP05Safe home | 83.6% | 82.0% | 2nd | ▼ −1.1 |
| TP06Listens and acts | 67.6% | 69.2% | 3rd | ▲ +1.6 |
| TP07Keeps tenants informed | 76.0% | 77.4% | 3rd | ▲ +0.6 |
| TP08Fair and respectful | 81.5% | 82.3% | 3rd | ▲ +1.9 |
| TP09Complaints handling | 41.1% | 41.8% | 3rd | ▲ +5.8 |
| TP10Communal areas | 67.5% | 71.6% | 3rd | ▼ −1.9 |
| TP11Neighbourhood contribution | 66.1% | 70.0% | 3rd | ▼ −0.3 |
| TP12Anti-social behaviour | 67.1% | 64.0% | 2nd | ▲ +1.1 |
Repairs & building safety
| Measure | 2025/26 | Median for housing associations | Quartile | Since 2024/25 |
|---|---|---|---|---|
| RP01Homes failing Decent Homes (lower is better) | 0.0% | 0.1% | Top | ▼ −0.2 |
| RP02_1Non-emergency repairs on time | 65.2% | 85.2% | Bottom | ▲ +3.2 |
| RP02_2Emergency repairs on time | 99.1% | 96.6% | Top | ▲ +1.3 |
| BS01Gas safety checks | 99.8% | 100.0% | 3rd | ▼ −0.2 |
| BS02Fire risk assessments | 99.5% | 100.0% | Bottom | ▼ −0.5 |
| BS03Asbestos surveys | 100.0% | 100.0% | 2nd | ▲ +5.0 |
| 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 housing associations | Quartile | Since 2024/25 |
|---|---|---|---|---|
| CH01_1Stage 1 complaints rate (lower is better) | 54.5 per 1,000 homes | 61.1 | 2nd | ▲ +2.30 |
| CH01_2Stage 2 complaints rate (lower is better) | 10.8 per 1,000 homes | 12.9 | 2nd | ▼ −2.60 |
| CH02_1Stage 1 responded in time | 98.6% | 96.2% | 2nd | ▲ +2.6 |
| CH02_2Stage 2 responded in time | 100.0% | 96.2% | Top | ▲ +3.9 |
| NM01_1ASB cases rate (lower is better) | 10.3 per 1,000 homes | 34.9 | Top | ▲ +4.50 |
| NM01_2Hate incident cases rate (lower is better) | 0.20 per 1,000 homes | 0.80 | Top | ▲ +0.20 |
Quartiles and medians compare Orwell Housing Association Limited with the housing associations that published each measure for rented homes.
The 2025/26 tenant survey was run by telephone, 544 responses, margin of error ±3.9 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.