Data insight company links improved engagement methods to happier customers
Overall tenant satisfaction rose by 2% in September 2025 from the same time last year, according to Housemark’s latest Pulse data.
The data insight company said that the 75.5% satisfaction rate with landlord services can be partly attributed to improved approaches to resident engagement. This includes a shift in survey collection methods away from online towards predominantly telephone interviewing for 2024/25, which can lift scores through stronger engagement and reduced non-response bias amongst harder-to-reach tenants.
Apart from a 1.5% dip in September from August 2025, tenant satisfaction with landlord services has been steadily increasing since March 2025, when it was at 72.9%.
Housemark also noted that landlords choosing to survey tenants throughout the year are reporting higher results. Median satisfaction for rolling surveys is 74.5%, compared to 69.8% for single point surveys and 73.4% for phased approaches.
Meanwhile, repairs completed in target timeframes reached 89.2% in September, up 0.5% from August and 4% year-on-year.
The report also highlights the importance of consistent and accurate recording of repairs activity, noting that variations in how landlords record multi-SOR (schedule of rates) jobs, deferred or cancelled work, and the dates repairs are raised or completed can affect the reliability of reported performance.
Jonathan Cox, chief data officer at Housemark, said: “Performance is strengthening in key areas as landlords continue to invest in service improvements.
”At the same time, the data shows how important it is for organisations to maintain discipline in the way they record and report repairs activity. As the regulatory spotlight intensifies, transparency and accuracy will be essential for building trust and understanding what residents are really experiencing.”
Housemark’s Monthly Pulse is based on data from 160 social landlords across the UK, covering metrics including arrears, voids, repairs, complaints and staffing.
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