Shepherds Bush Housing Association Limited
Tenant Satisfaction Measures 2023/24
Housing association3,524 homesRegulator code LH0050
In 2023/24, 59.4% of Shepherds Bush Housing Association Limited's tenants in rented homes were satisfied overall with its service (TP01). That is below the median of 73.2% for housing associations, putting it in the bottom quartile (180th of 197).
Against other housing associations, its strongest result was anti-social behaviour and its most room to improve was complaints handling.
Shepherds Bush Housing Association Limited has not published results for 2025/26. These are its latest, for 2023/24.
Compare Shepherds Bush 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 | 2023/24 | Median for housing associations | Quartile |
|---|---|---|---|
| TP01Overall satisfaction | 59.4% | 73.2% | Bottom |
| TP02Satisfaction with repairs | 62.3% | 73.3% | Bottom |
| TP03Time taken for repairs | 59.2% | 69.4% | Bottom |
| TP04Well-maintained home | 59.6% | 72.7% | Bottom |
| TP05Safe home | 65.1% | 79.0% | Bottom |
| TP06Listens and acts | 51.9% | 63.3% | Bottom |
| TP07Keeps tenants informed | 59.7% | 72.8% | Bottom |
| TP08Fair and respectful | 65.7% | 79.4% | Bottom |
| TP09Complaints handling | 17.7% | 37.0% | Bottom |
| TP10Communal areas | 56.0% | 66.8% | Bottom |
| TP11Neighbourhood contribution | 52.8% | 64.7% | Bottom |
| TP12Anti-social behaviour | 56.8% | 61.0% | 3rd |
Repairs & building safety
| Measure | 2023/24 | Median for housing associations | Quartile |
|---|---|---|---|
| RP01Homes failing Decent Homes (lower is better) | 1.6% | 0.1% | Bottom |
| RP02_1Non-emergency repairs on time | 75.5% | 80.4% | 3rd |
| RP02_2Emergency repairs on time | 98.9% | 95.9% | Top |
| BS01Gas safety checks | 99.5% | 100.0% | Bottom |
| BS02Fire risk assessments | 99.4% | 100.0% | Bottom |
| BS03Asbestos surveys | 93.0% | 100.0% | Bottom |
| BS04Legionella assessments | 94.3% | 100.0% | Bottom |
| BS05Lift safety checks | 87.5% | 100.0% | Bottom |
Complaints & neighbourhood
| Measure | 2023/24 | Median for housing associations | Quartile |
|---|---|---|---|
| CH01_1Stage 1 complaints rate (lower is better) | 86.5 per 1,000 homes | 48.2 | Bottom |
| CH01_2Stage 2 complaints rate (lower is better) | 24.4 per 1,000 homes | 5.84 | Bottom |
| CH02_1Stage 1 responded in time | 79.3% | 86.9% | 3rd |
| CH02_2Stage 2 responded in time | 87.2% | 87.5% | 3rd |
| NM01_1ASB cases rate (lower is better) | 12.2 per 1,000 homes | 36.8 | Top |
| NM01_2Hate incident cases rate (lower is better) | 0.57 per 1,000 homes | 0.60 | 2nd |
Quartiles and medians compare Shepherds Bush Housing Association Limited with the housing associations that published each measure for rented homes.
The 2023/24 tenant survey was run by telephone, 608 responses, margin of error ±3.6 points.
Other housing associations
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.