Epsom and Ewell Housing Association is committed to providing excellent homes and services. Every two years we ask our residents to provide feedback on the services we provide. This forms part of our compliance with the consumer standards set by the Regulator of Social Housing. To comply with the standards, we also need to collect and publish date relating to health and safety issues, such as gas and fire safety.
We carried out our second Tenant Satisfaction Measures (TSM) perception survey in June 2026; with the management data recorded at the end of the 2025 financial year.
The full set of results are shown below:
| What we asked residents about | Percentage of Satisfied Responses from Residents |
|---|---|
| Overall satisfaction with the service provided | 98% |
| Satisfied with the Repairs Service | 95% |
| Satisfied with time taken to complete a repair | 100% |
| Satisfied your home is well maintained | 95% |
| Satisfied your home is safe | 100% |
| Satisfied we listen to your views and act on them | 93% |
| Satisfied we keep you informed about things that matter to you | 91% |
| Agreement you are treated fairly and with respect | 96% |
| Satisfied with our approach to complaint handling | 88% |
| Satisfied we keep communal areas clean and well maintained | 90% |
| Satisfied we make a positive contribution to the neighbourhood | 87% |
| Satisfied with our handling of anti-social behaviour | 82% |
The table below shows performance for the 15 indicators monitored by EEHA through our internal management systems.
| Number of Stage 1 complaints received relative to the size of the landlord | 11 |
| Number of Stage 2 complaints received relative to the size of the landlord | 11 |
| Percentage of Stage 1 complaints responded to within the Complaints Handling Code timescales | 100% |
| Percentage of Stage 2 complaints responded to within the Complaints Handling Code timescales | 100% |
| Number of anti-social behavior cases relative to the size of the landlord | 11 |
| Number of anti-social behavior cases involving hate incidents relative to the size of the landlord | 0 |
| Percentage of homes that do not meet the Decent Homes Standard | 0% |
| Emergency repairs completed within target timescales | 100% |
| Non-emergency repairs completed within target timescales | 95% |
| Gas safety checks completed | 100% |
| Electric safety checks completed | 100% |
| Fire safety checks completed | 100% |
| Asbestos safety checks completed | 100% |
| Water safety checks completed | 100% |
| Lift safety checks completed | 100% |