Tenant Satisfaction Measures
2024/25 overview
Year-end report 2024/25
The Tenant Satisfaction Measures (TSMs) Standard requires all registered providers to conduct tenant perception surveys to generate and report TSMs annually, as specified by the Regulator of Social Housing. TSMs are designed to make our performance more transparent, enabling you to hold us accountable.
You can find out about how customers were surveyed and the principles used by reading our Summary of approach, and detailed information about our 2024/25 performance in our TSM end of year report.
Top performing areas (Satisfaction)
69.9%
Communal areas clean & well maintained
67.2%
The home is safe
66.9%
Treat tenants fairly and with respect
65.2%
Keeping tenants informed
Customer satisfaction with the cleanliness and maintenance of communal areas remains strong, with nearly 70% expressing satisfaction. Perceptions of the contribution we make to the neighbourhood also improved, reaching 58.6%. All engagement measures saw an uplift, particularly in customers feeling better informed compared to 2023/24. Ensuring customer and home safety remains the top priority, supported by strong compliance in key safety areas including gas, fire, asbestos, and water.
Lowest performing areas (Satisfaction)
26.7%
Complaints handling
47.3%
Listening and acting
49.3%
Anti-Social Behaviour handling
57.4%
Time to complete most recent repair
How we’re improving in 2025/26
In April 2025, we agreed with Kier Places to end our repairs partnership by the end of the year, with plans to bring the service in-house to better meet customer needs. At the beginning of the year, we launched a new, more accessible website shaped by customer input, with improved navigation and search features. We’re also expanding opportunities for customer involvement through a strengthened Customer Experience Committee, a new digital forum, and ongoing community engagement activities. A key area of focus throughout the year, will be strengthening our processes to make sure customers feel listened to and are confident we are acting on their feedback.