Royal Borough of Kingston Upon Thames: how does this landlord perform?
Royal Borough of Kingston Upon Thames is a council landlord with 4,463 homes (Tenant Satisfaction Measures 2024/25). In 2024/25, 64.0% of its tenants were satisfied with the overall service (England median 71.8%), up from 62.8% in 2023/24; 14.0% of homes did not meet the Decent Homes Standard; 95.1% of routine repairs were done within its target. Regulator's consumer grade: C3 (14 October 2026). 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) | 64.0% | 62.8% | 71.8% |
| Satisfied with repairs (TP02) | 67.0% | 67.9% | 73.6% |
| Satisfied with time taken for the last repair (TP03) | 69.1% | 65.5% | 69.5% |
| Home is well maintained (TP04) | 61.0% | 62.3% | 71.9% |
| Home is safe (TP05) | 69.7% | 71.5% | 77.6% |
| Landlord listens and acts (TP06) | 50.1% | 50.3% | 61.6% |
| Satisfied with complaints handling (TP09) | 28.1% | 30.4% | 35.5% |
| Satisfied with anti-social behaviour handling (TP12) | 53.5% | 58.3% | 59.5% |
| Homes not meeting the Decent Homes Standard (RP01) | 14.0% | 9.1% | 0.5% |
| Non-emergency repairs within target (RP02) | 95.1% | 78.7% | 82.5% |
| Emergency repairs within target (RP02) | 93.8% | 87.9% | 94.9% |
| Stage one complaints per 1,000 homes (CH01) | 48.1 | 54.4 | 53.9 |
| Stage one complaints answered in time (CH02) | 55.9% | 49.6% | 89.9% |
| Gas safety checks done (BS01) | 96.3% | 100.0% | 100.0% |
| Fire risk assessments done (BS02) | 100.0% | 100.0% | 100.0% |
| Anti-social behaviour cases per 1,000 homes (NM01) | 13.9 | 7.0 | 36.0 |
Satisfaction measures come from the landlord's own tenant survey (793 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.kingston.gov.uk/housing-policies-reports/tena....
Regulator's grades
| Consumer standards (C1–C4) | C3, 14 October 2026 |
|---|---|
| Governance (G1–G4) | — |
| Financial viability (V1–V4) | — |
| Latest engagement | Inspection (14 October 2026) |
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 |
|---|---|---|
| Kingston upon Thames | 4,541 | 57% |
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.