2025/26 Tenant Satisfaction Measures

We’ve recently published our Tenant Satisfaction Measures (TSMs) for 2025/26. The TSM Standard requires all registered providers to carry out tenant perception surveys to generate and report on performance annually related to key areas including repairs, complaints, communication, safety, and housing and estate management. TSMs are designed to make our performance more transparent, enabling you to hold us accountable. 

You can read a detailed summary of our performance, along with our plans to improve, in our TSM end of year report.

Our top performing areas were:

• Communal areas clean & well maintained (69.5%)
• Treat tenants fairly and with respect (69.7%)
• The home is safe (66.8%)
• Repairs (63.4%)

Our lowest performing areas were:

• Complaints handling (26.9%)
• Anti-Social Behaviour handling (50.7%)
• Listening & acting (51.1%)
• Time to complete most recent repair (59.0%)

Since launching our in-house repairs service, repairs satisfaction has increased and is one of our highest scores. However, we recognise there is still more to do, including further improving speed of repairs. Keeping you and your homes safe continues to be our top priority, which is reflected by our strong compliance performance with gas, fire, asbestos, and water safety. 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 how we better keep customer informed when dealing with an issue.

Thank you to everyone who has taken the time to complete one of our perception surveys (which are carried out by phone by an independent organisation called IFF research). Your feedback is essential in helping us understand what we’re doing well and importantly where we need to improve.