London Borough of Tower Hamlets: how does this landlord perform?
London Borough of Tower Hamlets is a council landlord with 11,982 homes (Tenant Satisfaction Measures 2024/25). In 2024/25, 60.1% of its tenants were satisfied with the overall service (England median 71.8%), down from 64.9% in 2023/24; 20.1% of homes did not meet the Decent Homes Standard; 75.6% of routine repairs were done within its target. Regulator's consumer grade: C3 (30 April 2025). 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) | 60.1% | 64.9% | 71.8% |
| Satisfied with repairs (TP02) | 62.9% | 65.3% | 73.6% |
| Satisfied with time taken for the last repair (TP03) | 59.8% | 61.7% | 69.5% |
| Home is well maintained (TP04) | 62.8% | 65.5% | 71.9% |
| Home is safe (TP05) | 67.7% | 66.5% | 77.6% |
| Landlord listens and acts (TP06) | 53.4% | 55.8% | 61.6% |
| Satisfied with complaints handling (TP09) | 24.8% | 26.3% | 35.5% |
| Satisfied with anti-social behaviour handling (TP12) | 58.8% | 58.2% | 59.5% |
| Homes not meeting the Decent Homes Standard (RP01) | 20.1% | 20.4% | 0.5% |
| Non-emergency repairs within target (RP02) | 75.6% | 81.3% | 82.5% |
| Emergency repairs within target (RP02) | 79.8% | 75.9% | 94.9% |
| Stage one complaints per 1,000 homes (CH01) | 84.0 | 103.7 | 53.9 |
| Stage one complaints answered in time (CH02) | 70.7% | 83.2% | 89.9% |
| Gas safety checks done (BS01) | 100.0% | 100.0% | 100.0% |
| Fire risk assessments done (BS02) | 97.7% | 98.7% | 100.0% |
| Anti-social behaviour cases per 1,000 homes (NM01) | 100.8 | 99.0 | 36.0 |
Satisfaction measures come from the landlord's own tenant survey (1,022 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.towerhamlets.gov.uk/lgnl/housing/Council-Tena....
Regulator's grades
| Consumer standards (C1–C4) | C3, 30 April 2025 |
|---|---|
| Governance (G1–G4) | — |
| Financial viability (V1–V4) | — |
| Latest engagement | Inspection (30 April 2025) |
C1 = the landlord meets the consumer standards; C2 = some weaknesses; C3 = serious failings; C4 = very serious failings. Governance and viability apply to housing associations only. An asterisk (C1*) marks a grade given in an inspection within a group. Source: regulatory judgements table, 28 October 2026.
Where it owns homes
| Area | Homes | Share of the area's social homes |
|---|---|---|
| Tower Hamlets | 11,777 | 24% |
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.