Tenant Satisfication Measures 2026
How we completed our Tenant Satisfaction Measure (TSM) surveys with our customers
View our Tenant Satisfaction Measures, including for financial year 2025/26 and our quarterly performance update here.
The Tenant Satisfaction Measures (TSMs) are measures that all Registered Social Landlords must conduct and report on annually, as specified by the Regulator of Social Housing. The intention is that this provides greater visibility of how we are performing and allowing our customers to hold us accountable and scrutinise how we are doing.
We have to ensure that all information used is accurate, reliable and valid, and we collect and measure our TSMs in line with the technical requirements and Tenant Perception Survey Requirements found on the Regulator of Social Housing website: TSM Technical Requirements 2026 and TSM survey requirements.
These measures apply to customers living in our social rented and shared ownership homes. If you live in another type of home that we own or manage, your feedback may be gathered in other ways and may not be included in these results.
There are 22 TSMs covering five main themes such as repairs, building safety, tenant engagement, neighbourhood management and complaints. 10 of the measures are management information using our records, and 12 of the measures are perception based and let us know how satisfied you are with our service.
Approach:
In 2025/26 2,375 surveys were completed for LCRA customers and 554 surveys were completed for LCHO customers. The achieved sample size is in line with The Regulator’s Tenant Survey Requirements.
A rolling survey was conducted monthly throughout the year with the exception of December. 100% of surveys were completed via phone calls with a monthly sample of customers being sent to our survey partners, CX-Feedback who are owned by Target Applications Ltd. All customers living in homes owned and managed by Aster Group were included in the samples. The phone calls were conducted by PEXEL, a partner of CX-Feedback’s.
The Regulator of Social Housing requires providers to ensure that survey responses are representative of the relevant tenant population. For this year, our surveys are largely representative of the demographics selected by Aster, those being age band, needs category, region and entity. Where representativeness falls outside of a 5% tolerance, satisfaction of over-represented groups compares similarly to under-represented groups and therefore no weighting was applied. A breakdown of representativeness for the selected categories for both LCRA and LCHO have been supplied to the Regulator of Social Housing along with our submission. No households were removed for any reason and no incentives were offered for customers to complete surveys.
Final TSM calculations and submission returns were subject to internal validation and reconciliation checks prior to submission. Oversight of the TSMs and their delivery has been provided through internal governance and assurance arrangements and we consider the methodology and reported results to be in compliance with the requirements noted above.
Our timescales for response repairs are as follows:
- Critical Emergency - This is any situation that has the Made safe within potential to endanger life or limb, cause major damage to the property, or affect a large number of customers - completed within 4 Hours
- Emergency Repair - Puts health and safety, or security of customer Completed within or third party at immediate risk, or adversely affects the structure of the property and may
consist of make safe only initially - Completed within 24 hours - Urgent Repair - Completed within 5 working days
- Routine Repair - non-OOH repair to a property - Completed within 20 working days
- Batch Repair - Minor works repair or any defect typically larger in nature - Completed within 60 days