This inaugural Tenant Satisfaction Measures (TSM) report marks a significant milestone for HARP, establishing our first comprehensive performance baseline in line with the Regulator of Social Housing’s requirements. Covering the reporting period from May 2024 to May 2025, the report reflects feedback from 107 tenants—representing 32% of our supported accommodation stock—captured through a census-style perception survey. The results offer valuable insights into our current service delivery and highlight both our strengths and the areas where we must focus our improvement efforts.

HARP has achieved full compliance across all regulated safety measures, including the Decent Homes Standard and core building safety checks (gas, fire, water, asbestos, and lifts), reflecting our commitment to providing safe, secure accommodation for people experiencing homelessness.

In terms of tenant experience, satisfaction scores exceeded 75% in eight of twelve perception-based measures. Including:

• Satisfaction with the safety of the home (84%)
• Respectful and fair treatment by staff (81%)
• The cleanliness and maintenance of communal areas (82%)

However, results around complaint handling (68%) and the resolution of anti-social behaviour (65%) signal important areas for improvement, particularly as we continue to professionalise and grow our housing services.

Looking forward, this report will serve as a foundation for future service improvement and benchmarking. It supports the development of an enhanced resident engagement strategy, a targeted quality improvement plan, and new co-designed approaches to complaint resolution and neighbourhood management.

As HARP continues to evolve as a regulated landlord delivering psychologically informed housing management, these findings will be embedded into our organisational learning, policy review cycles, and strategic planning—ensuring we remain responsive to the voices of our residents and accountable to those we serve. You can read the full report here.

You can also read our annual complaints performance and service improvement report here.