Tenant Satisfaction - Your Voice, Our Action
The Regulator of Social Housing uses a set of measures for all social housing landlords, like us, which we are required to report on every year. These are called Tenant Satisfaction Measures (TSMs), and they give you information about how well we are doing in providing a housing service to you.
The percentages for some of the TSMs come from your direct feedback in the annual tenant satisfaction survey. We’ve also added data from our performance information that we collect and report on monthly to give you a fuller picture of how we’re performing as a housing service.
2025/26 tenant satisfaction measures (TSMs)
More than 600 of you took the time to respond to our tenant satisfaction survey this summer and we’d like to take this opportunity to thank you for telling us what you think of the housing service. We’re pleased that satisfaction this year has increased in all areas!
These are the headline results:
|
Tenant satisfaction measures |
Result |
Change from last year |
|---|---|---|
|
Overall satisfaction with the housing service |
79.4% |
+3% |
|
Satisfaction with repairs |
82.0% |
+6.2% |
|
Satisfaction with time taken to complete most recent repair |
79.0% |
+6% |
|
Satisfaction that your home is well maintained |
78.5% |
+2.9% |
|
Satisfaction that your home is safe |
84% |
+5.5% |
|
Satisfaction that we listen to your views and act on them |
67.8% |
+6% |
|
Satisfaction that we keep you informed about things that matter to you |
76.3% |
+4.7% |
|
Agreement that we treat you fairly and with respect |
80.7% |
+6.1% |
|
Satisfaction with our approach to handling complaints |
36.8% |
+0.4% |
|
Satisfaction that we keep communal areas clean and well maintained |
79.8% |
+5.5% |
|
Satisfaction that we make a positive contribution to neighbourhoods |
66.3% |
+5.6% |
|
Satisfaction with our approach to handling anti-social behaviour |
62.5% |
+8.5% |
We are currently going through all your feedback in more detail, and will use this to develop an action plan to help us improve the service we provide. We will tell you about the action plan in the January newsletter.