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Tenant Satisfaction Measures
TSMs Quarterly & Yearly
Tenant Satisfaction Measures (TSMs) are set by the Regulator of Social Housing to make sure tenants receive safe, well-maintained homes and good service. They cover things like repairs, safety, communication, your complaints, and neighbourhood management, giving you a better view of how we’re doing.
Our Quarterly Results
Every quarter, we publish TSMs so you can see how we’re performing. These cover the last three months and focus on key areas like satisfaction, repairs, communication, and safety. Your feedback helps us improve and deliver better services.
2025/26
Our Yearly Results
2025/26
Between 20th May 2025 and 13th March 2026, we spoke to 470 customers as part of our Tenant Satisfaction Measures survey.
Overall satisfaction with our service increased to 88.5, up from 83.9 last year.
We’ve seen strong improvements across the board. Satisfaction that homes are well maintained rose to 89.6 (from 82.6), and satisfaction with repairs increased to 81.6 (from 77.1).
The biggest improvement was in how we handle complaints, which increased significantly to 49.3, up from 37.8 last year.
Satisfaction with how we deal with anti-social behaviour also improved to 71.2, up from 66.2.
One of the few areas with smaller progress was keeping communal areas clean and well maintained, which rose slightly to 77.4 from 72.8
2024/25
Between 4th June 2024 and 10th February 2025, our Customer 1st Team made 590 telephone surveys. Overall, customer satisfaction with our services rose to 83.9, up from 80.1 last year.
The biggest improvement was in how we handle anti-social behaviour, up to 66.2 from 52.7 last year.
The only area that dipped was satisfaction with the cleanliness and maintenance of communal areas, which fell to 72.8 from 75.7.
