Tenant Satisfaction Measures
2025/26 overview
Year-end report 2025/26
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 2025/26 performance in our TSM end of year report.
Top performing areas (Satisfaction)
69.5%
Communal areas clean & well maintained
69.7%
Treat tenants fairly and with respect
66.8%
The home is safe
63.4%
Repairs
Satisfaction with communal areas being cleaned and well-maintained remains a relative strength, with around seven in ten customers with communal areas being satisfied. We also improved perception of the contribution we make to the neighbourhood. There was uplift across most engagement measures, especially agreement we treat tenants fairly and with respect. Satisfaction with repairs has also improved significantly, after launching our in-house repairs service. Keeping our customers and their homes safe continues to be our top priority, which is reflected by our strong compliance performance with gas, fire, asbestos, and water safety.
Lowest performing areas (Satisfaction)
26.9%
Complaints handling
50.7%
Anti-Social Behaviour handling
51.1%
Listening & acting
59.0%
Time to complete most recent repair
Overall, customer dissatisfaction was most influenced by communication where there was a slow speed of response. This has been addressed in our 2026/27 Corporate Plan, with a focus on strengthening customer communication, making sure issues are handled appropriately, keeping customers informed at every stage, and making sure we close the loop on the issues that matter most to them. Although satisfaction with how we listen and act is one of our lowest scoring areas, it has improved from last year, and remains a continued focus. Repairs issues were the main reason for the increase in complaints that we saw early in the year. The way we resolve issues was highlighted as important to both overall satisfaction and complaint satisfaction, with a greater proportion of those dissatisfied overall having raised a complaint recently.
How we’re improving in 2026/27
In our final year of our Corporate Strategy, our focus will be on building on our progress and delivering our remaining strategic priorities. This includes strengthening customer scrutiny and influence, enhancing the quality and use of data, improving how we communicate to deliver better outcomes and reduce complaints, and maintaining strong governance and regulatory compliance. We’ll continue to embed and improve our in-house repairs service to deliver higher customer satisfaction, greater efficiency and improved value for money. Alongside this, we’ll be working in partnership with customers and other stakeholders throughout the year to develop our next strategy, launching in April 2027. This will involve providing a range of ways for people to input their feedback, views, and ideas, so they can help shape our future plans in a way that suits them.