Our latest Tenant Satisfaction Measures (TSMs) report shows encouraging signs that customers are seeing improvements in areas they’ve told us matter most.
The results show that satisfaction with how we listen and act on customer feedback improved during the year and satisfaction with the time taken to complete repairs also increased.
While we’re pleased to see improvements in some areas, the feedback also highlights where more work is needed. In particular customers told us they want better communication about repairs and improvements to the maintenance of communal areas.
The independent survey gathered feedback from 610 customers during the year. The questions were developed by the Regulator of Social Housing (RSH) with input from tenants and housing providers across the country to ensure they reflect what really matters to people living in social housing.
TSMs aim to improve the quality of social housing by holding housing providers accountable for their services. We’ll use this feedback to improve our services and will share our progress with you each year.
The measures focus on five key themes:
- Keeping properties in good repair
- Maintaining building safety
- Respectful and helpful engagement
- Effective handling of complaints
- Responsible neighbourhood management
Take a look at our 2025-26 TSM report to see how we’re doing.