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Our Tenant Satisfaction Measures
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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. 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 December 2025 (our quarter 3 position) and can be viewed on the below link. By way of comparison, we’ve included average figures across the entire housing sector for 2024/25, which have been provided by the Regulator for Social Housing, so you can see how we’re doing against the performance of other registered social landlords.
We’re pleased to see that, in general, our TSMs appear to perform favourably when compared to the wider housing industry. We think improvements to services like MyAster have helped, allowing customers to get in touch with us in more ways and get responses from us more quickly, and we’ll keep working to make things easier and more accessible.
But we know there’s more to do. Through the surveys you’ve been telling us that while repairs are responded to quickly, you’d like more repairs to be completed first time and without delays. Many of you think we keep you well-informed, but we need to keep you better updated on repairs and maintenance, and we could do better in handling your complaints. You’re happy with the quality of your homes, but we could do more to look after communal areas.
You can view our latest figures to the end of December 2025 (quarter 3) here:
We’ll publish our latest performance figures every quarter.
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.
Our figures for the last financial year
Once a year, as part of our Customer Annual Report, we publish our full Tenant Satisfaction Measures covering the previous financial year. As well as customer satisfaction, these figures also cover our customer service performance. You can see our latest TSMs for the 2024/25 financial year for our rental customers and our shared ownership customers along with detail about how we completed our surveys during the financial year.