Tenant Satisfaction Measures

Welcome to our Tenant Satisfaction Measures (TSMs) page. Here you can find out how we’re doing against the measures set by the Regulator for Social Housing. The measures are designed to help you understand how we’re performing and support greater transparency and accountability in social housing.

What are TSMs?

Tenant Satisfaction Measures (TSMs) are a set of measures that all registered social housing providers must publish each year. They help you understand how we're performing. TSMs include:

  • Tenant perception measures – based on survey feedback from residents about their experiences.

  • Management information measures – based on performance data, such as repairs, complaints, safety checks.

Our results at a glance

Our latest TSM results show that customer satisfaction remains broadly in line with last year.

Overall satisfaction was 59.7% for social and affordable rent customers and 27.6% for shared ownership customers.

For our social and affordable rent customers, the highest scoring areas were:

  • Satisfaction that your home is well maintained – 64.8%

  • Satisfaction that communal areas are clean and well maintained – 64.6%

  • Satisfaction with our approach to handling anti-social behaviour – 57.2%

The results also show we need to improve the experience customers receive when it comes to repairs, complaints handling and communication.

While we’ve made progress in areas such as building safety, investment in homes and reducing repairs backlogs we know customers are not yet consistently seeing these improvements in their day-to-day experience.

Our key areas for improvement are:

  • Improving the speed and reliability of repairs

  • Handling complaints more effectively

  • Providing clearer and more timely communication

  • Listening to feedback and taking action.

Read more about what we're doing to improve.

Our results 2025/26

Tenant perception measures
Social and affordable rent customers
Shared ownership customers
59.7%
Satisfaction with our overall service
27.6%
Satisfaction with our overall service
69%
Satisfaction that your home is safe
49.3%
Satisfaction that your home is safe
53.2%
Satisfaction that we listen to your views and act upon them
22.2%
Satisfaction that we listen to your views and act upon them
64.3%
Satisfaction that we keep you informed about things that matter to you
41%
Satisfaction that we keep you informed about things that matter to you
68.7%
Agreement that we treat you fairly and with respect
43.4%
Agreement that we treat you fairly and with respect
32.3%
Satisfaction with our approach to handling your complaint
12.5%
Satisfaction with our approach to handling your complaint
64.6%
Satisfaction that we keep communal areas clean and well maintained
43.7%
Satisfaction that we keep communal areas clean and well maintained
57.9%
Satisfaction that we make a positive contribution to your neighbourhood
26.1%
Satisfaction that we make a positive contribution to your neighbourhood
57.2%
Satisfaction with our approach to handling anti social behaviour
28.4%
Satisfaction with our approach to handling anti social behaviour
61.8%
Satisfaction with the overall repairs service
59.4%
Satisfaction with the time taken to complete your most recent repair
64.8%
Satisfaction that your home is well maintained

Management information measures

Social, affordable rent and shared ownership customers
 

What we’re doing to improve

Repairs

Repairs remain one of the most important services we provide and improving this is a key priority. 

We're focusing on making repairs faster, more reliable and more consistent by reducing first visits and getting things right first time. 

We're also improving communication through the repairs process, with clearer updates about what's happening and when. Alongside this, we're continuing to invest in our homes to reduce the need for repairs over time.

For information about our repairs response times, please see our Service Standards and Repairs Policy.

Complaints

The number of complaints increased during the past year, and we recognise that issues are not always resolved as well as they should be. We're taking steps to help us respond more quickly, explain decisions more clearly and focus on resolving issues properly so they don't keep happening.

Our aim is to ensure customers feel their heard and that their concerns are dealt with fairly.

Mother and daughter smiling outside their home

Communication and customer feedback

Customers have told us they want clearer information, more timely updates and greater confidence that their feedback is acted on.

We're making it easier to contact us, improving the information we provide and, setting clearer expectations about our services.

We're also strengthening how we listen to customers and use feedback to drive improvements. Through our ‘All Residents Panel’, surveys and local engagement activities, we’ll continue to share "you said, we did" updates so you can see how your feedback is shaping our services.

Looking ahead

We know these results show that we still have work to do.

Our focus is on improving our repairs service, handling complaints more effectively, providing clearer and more timely communication, listening to feedback and taking action.

How we carry out the surveys

The surveys are carried out with customers living in low-cost rental homes (social rent and affordable rent) and low-cost home ownership properties (shared ownership). This is in line with the requirements set by the regulator.

An independent research company, The Leadership Factor (TLF), undertakes the surveys on our behalf, either by text message, email or telephone.

Find out more: 

Thank you

Thank you to everyone who took part in our surveys. Your feedback helps us improve our services and shape our priorities for the future.

Find out about different ways you can get involved.

More information

To find out more about TSMs, visit the Regulator of Social Housing.

You can view our 2024/25 results here.