Our Tenant Satisfaction Measures

Our Tenant Satisfaction Measures

Throughout the year, we carry out a Tenant Satisfaction Measures (TSM) survey with our customers. It’s something all housing providers are asked to do by the Regulator of Social Housing. The feedback helps us understand how you feel about our services and where we need to improve.

Our latest available figures cover our performance across the year up to the end of June 2026 (our Quarter 1 position) and can be viewed on the below link. We’ve also included the wider housing sector results, provided by the Regulator of Social Housing from its most recent survey in 2024/25, and in general customers say we are performing better than sector average. The feedback we've received this year through our Tenant Satisfaction Measures is broadly similar to last year.

For example, our overall Customer Satisfaction score is 79.9%, compared to the sector average of 71.8% and 82.5% of you were satisfied with our overall repairs service, compared to 73.6% of social housing customers across all providers.

Find out more about how we completed our TSM surves here.

Latest insights

We’ll publish our latest performance figures every quarter.

If you would like to find more about the survey, including methodology and an example of the survey we use, see here

Repairs

You told us you’d like faster response times for repairs and clearer updates throughout the repairs process.

Over the past year, we've focused on making sure repairs are diagnosed correctly the first time you report them to us and improving how jobs are scheduled and allocated.

Contractor service

You also told us you’d like the service you receive from our contractors, which are the companies who carry out work for us on our behalf, to improve.

As a result we have introduced regular contract meetings to provide you with clear updates about the work our contractors are doing in your homes, so you don’t need to chase us. We’ll continue this work to improve the way we manage contractor services throughout the next year.

Communication

We received feedback about the upkeep of our communal areas, having more information about service charges and more regular communication from us.

At the same time, throughout the year we received lots of positive feedback in these areas. Many of you told us you value the responsiveness of our repairs service, the quality of maintenance work, the communication you receive from our colleagues, and the professionalism, friendliness and support shown by our teams. This tells us that while many have a positive experience, we need to make sure that experience is consistent for everyone. 

Complaints

This year, we've improved the way we calculate some of our performance measures to make sure they better reflect the services we provide and align with the Housing Ombudsman's Complaint Handling Code. As part of this, we have included a wider range of complaints within our reporting. We've also expanded the types of anti-social behaviour cases that are counted. These changes have led to higher figures for both measures, but they give a more complete and accurate picture of the support we provide to our customers.

Complaints always provide us with an opportunity to learn, and this year we've introduced a dedicated team to monitor the progress of complaints to help us ensure improvements take place and that you’re kept informed every step of the way. Our Designated Complaints Panel has also carried out in depth reviews of our complaints service and spoken to customers who have raised issues to better understand your experience and share ideas about ways for us to learn and improve the service.

Shared owners

We’re also actively working to improve the experience our shared owners have with us by providing clearer communications and support, continuing to invest in the communal areas around our homes and carrying out long term planning for building maintenance. This work will continue throughout the year. 

Our involved customer groups help us scrutinise and evaluate our Tenant Satisfaction Measures results, and review the way we work to make positive changes to our services everyday. Find out more about these groups, and how to get involved, here.