Housing key reports and consultations

Reports

Tenant satisfaction measures (TSMs)

The Regulator of Social Housing (RSH) regulates the social housing sector to ensure landlords are able to deliver quality homes and services. They updated their regulatory standards in April 2024. The Transparency, Influence and Accountability Standard includes the Tenant satisfaction measures (TSMs), which are designed to provide tenants with information on their landlord’s performance. Landlords must collect and report on these measures annually.

The TSMs are made up of tenant perception measures (gathered from tenant satisfaction surveys) and measures generated from management information.

The information we collect is centred on:

  • Overall tenant satisfaction ratings
  • Building safety
  • Complaints handling
  • Neighbourhood management including anti-social behaviour
  • Repairs and maintenance
  • Tenant engagement

Our performance

Our tenant satisfaction survey took place across two waves, August-September 2023 and March-April 2024. This was carried out by an independent market research company – Acuity Research and Practice. A big thank you to 1,148 of our tenants who took part in the survey.

Headline figures:

75% of tenants were satisfied with the overall housing service we provide.

74% of tenants were satisfied that we keep them informed about things that matter to them.

78% of tenants agreed that we treat them fairly and with respect.

Our results for 2023/24 can be found in the documents below:

Looking forward

We are analysing our results to improve our services based on your feedback, and we will continue to use feedback from tenants, and lessees, to find ways to improve our housing services.  If you have the opportunity to engage in a survey or give feedback in any other way, please do – it all helps us understand how well we are doing and how we need to change.

Annual report to tenants

The Annual Report to Tenants provides information about how Epping Forest District Council Housing Services performed each year.

You can read the annual report to tenants, download a copy or if you want to request an accessible format Email Housingstrategy@eppingforest.gov.uk.

Social housing lettings

Current consultations

Resident CCTV policy

This policy is currently in draft and sets out EFDC’s approach to tenants and leaseholders who wish to or have installed CCTV, including door cameras. The policy only covers domestic CCTV, including doorbell cameras, relating to our housing.

Send your comments by Tuesday 24 June 2025 to:

We will consider all comments received by Tuesday 24 June 2025 at the Tenant and Leaseholder Panel. The Communities Scrutiny Committee will also be considering the policy in detail before we request agreement from the Council’s Cabinet Committee.

Decant Policy

This policy is currently draft and aims to bring a consistent approach to the need to decant residents from their homes when works need to be carried out.

Send your comments by Tuesday 24 June 2025 to:

We will consider all comments received by Tuesday 24 June 2025 at the Tenant and Leaseholder Panel. The Communities Scrutiny Committee will also be considering the policy in detail before we request agreement from the Council’s Cabinet Committee.

Key aspects of this policy:

  • This policy coverstenants, and where appropriate resident leaseholders.
  • Most work can be done whilst the occupants, tenants, lessees, and their families, remain in their home.
  • There are occasions where works cannot be carried out with the residents present either because of the extent of the work required or because of possible danger to the household.
  • A move into alternative accommodation will only be considered where occupation while works are undertaken is not possible.
  • The Housing Ombudsman has set out an expectation for a clear and accessible policy for decant procedures.  The draft policy meets that expectation.
  • Resident leaseholders needs may be met by a building insurance claim. Each case needs to be considered individually.
  • EFDC aims to ensure that we can support any reasonable costs incurred, e.g., moving expenses.

Strategies and policies

More information

For more information contact the Housing Strategy team:

More information