Cheltenham Borough Council: how does this landlord perform?
Cheltenham Borough Council is a council landlord with 4,587 homes (Tenant Satisfaction Measures 2024/25). In 2024/25, 80.2% of its tenants were satisfied with the overall service (England median 71.8%), down from 80.3% in 2023/24; 1.2% of homes did not meet the Decent Homes Standard; 94.6% of routine repairs were done within its target. Source: Regulator of Social Housing.
Tenant Satisfaction Measures: 2023/24 and 2024/25
| Measure | 2024/25 | 2023/24 | England median 2024/25 |
|---|---|---|---|
| Satisfied with the overall service (TP01) | 80.2% | 80.3% | 71.8% |
| Satisfied with repairs (TP02) | 81.8% | 83.7% | 73.6% |
| Satisfied with time taken for the last repair (TP03) | 81.9% | 79.9% | 69.5% |
| Home is well maintained (TP04) | 79.9% | 80.4% | 71.9% |
| Home is safe (TP05) | 78.8% | 82.6% | 77.6% |
| Landlord listens and acts (TP06) | 67.1% | 70.1% | 61.6% |
| Satisfied with complaints handling (TP09) | 43.8% | 43.4% | 35.5% |
| Satisfied with anti-social behaviour handling (TP12) | 63.1% | 66.3% | 59.5% |
| Homes not meeting the Decent Homes Standard (RP01) | 1.2% | 0.2% | 0.5% |
| Non-emergency repairs within target (RP02) | 94.6% | 92.3% | 82.5% |
| Emergency repairs within target (RP02) | 97.4% | 93.2% | 94.9% |
| Stage one complaints per 1,000 homes (CH01) | 49.2 | 37.6 | 53.9 |
| Stage one complaints answered in time (CH02) | 95.5% | 100.0% | 89.9% |
| Gas safety checks done (BS01) | 100.0% | 99.9% | 100.0% |
| Fire risk assessments done (BS02) | 100.0% | 100.0% | 100.0% |
| Anti-social behaviour cases per 1,000 homes (NM01) | 14.0 | 14.4 | 36.0 |
Satisfaction measures come from the landlord's own tenant survey (947 responses in 2024/25); management measures from its own records. Median across the 353 landlords that reported. The landlord's own TSM publication: https://www.cbh.org/tenant-satisfaction-measures/.
Regulator's grades
The regulator has not published a grade for this landlord yet (grading started in April 2024).
Where it owns homes
| Area | Homes | Share of the area's social homes |
|---|---|---|
| Cheltenham | 4,551 | 60% |
Council homes by district, 31 March 2025 (Live Table 116).
Tenant Satisfaction Measures (TSM) are reported by each landlord for its whole stock (or its group), not for one area; survey methods differ and the regulator warns against direct comparison. Figures are for 2024/25, the latest published when this site was built.