Our Tenant Satisfaction Measures 2025/26
We’re proud to share our Tenant Satisfaction Measures (TSM’s) for 2025/26, which show a huge positive step in how we’ve improved services.
Between 20th May 2025 and 13th March 2026, we spoke to 470 customers via telephone, as part of our TSM’s surveys.
What are Tenant Satisfaction Measures?
TSM’s were introduced by the Regulator of Social Housing in 2023. They are a set of measures to help our customers understand how we’re performing.
In total, there are 22 measures that cover customer satisfaction, focusing on repairs, complaints handling, quality and standard of homes, and how well our customers feel listened to.
We collect information for these measures by asking our customers for their feedback via telephone surveys which happen every month. Their feedback is then used to help shape and improve our services.
A Snapshot of Our Results
This year, we’ve seen strong improvements across the board. Here’s a breakdown of what looks like, compared to last year:
- 88.5% of our customers are overall satisfied, up from 83.9% last year.
- 89.6% of our customers are satisfied that their homes are well maintained, up from 82.6% last year.
- 81.6% of our customers are satisfied with our repairs service, up from 77.1% last year.
- 79.2% of our customers feel we listen to their views and act upon feedback, up from 74% last year.
- 90% of our customers agree we treat them fairly and with respect, up from 87.5% last year.
Listening and Acting on Customer Feedback
One of the biggest improvements in this year’s TSM’s was customer satisfaction in our complaints handling. We saw a significant increase to 49.3%, up from 37.8% last year.
Over the past year, we’ve been working to improve our complaints structure, bringing in a dedicated role to focus on complaints handling, and creating consistency to the handling process. This strong increase reflects the impact of that work and marks a clear, positive step forward.
Customer satisfaction on how we handle Anti-Social Behaviour (ASB) has improved to 71.2%, up from 66.2%. We’ve also been improving our approach to handling ASB following customers’ feedback. Not only have we brought in a dedicated Community Safety Manager, we’ve also been working with our Scrutiny Panel to review our ASB process, and recently introduced a new app to support residents with evidence gathering.
Looking ahead
Our TSM’s for 2025/26 reflect the hard work we’ve done to improve services for our customers. We’re proud of the progress made to help keep our community thriving.
But we’re not stopping there; the momentum continues. As we continue to invest in our homes and estate, working with our customers to listen and act on their feedback, we’re confident we can build on these improvements.
Our 2025/26 Tenant Satisfaction Measure Full Results
