Luton Borough Council: how does this landlord perform?
Luton Borough Council is a council landlord with 7,592 homes (Tenant Satisfaction Measures 2024/25). In 2024/25, 70.4% of its tenants were satisfied with the overall service (England median 71.8%), down from 74.5% in 2023/24; 0.8% of homes did not meet the Decent Homes Standard; 83.3% 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) | 70.4% | 74.5% | 71.8% |
| Satisfied with repairs (TP02) | 78.5% | 79.3% | 73.6% |
| Satisfied with time taken for the last repair (TP03) | 72.7% | 75.8% | 69.5% |
| Home is well maintained (TP04) | 73.6% | 76.4% | 71.9% |
| Home is safe (TP05) | 73.9% | 78.0% | 77.6% |
| Landlord listens and acts (TP06) | 57.2% | 59.8% | 61.6% |
| Satisfied with complaints handling (TP09) | 27.9% | 36.7% | 35.5% |
| Satisfied with anti-social behaviour handling (TP12) | 49.0% | 51.3% | 59.5% |
| Homes not meeting the Decent Homes Standard (RP01) | 0.8% | 1.7% | 0.5% |
| Non-emergency repairs within target (RP02) | 83.3% | 98.9% | 82.5% |
| Emergency repairs within target (RP02) | 100.0% | 99.3% | 94.9% |
| Stage one complaints per 1,000 homes (CH01) | 32.0 | 28.4 | 53.9 |
| Stage one complaints answered in time (CH02) | 82.2% | 82.9% | 89.9% |
| Gas safety checks done (BS01) | 100.0% | 100.0% | 100.0% |
| Fire risk assessments done (BS02) | 100.0% | 100.0% | 100.0% |
| Anti-social behaviour cases per 1,000 homes (NM01) | 61.5 | 60.0 | 36.0 |
Satisfaction measures come from the landlord's own tenant survey (1,000 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.luton.gov.uk/Housing/Lists/LutonDocuments/PDF....
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 |
|---|---|---|
| Luton | 7,607 | 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.