Tenant Satisfaction Measures 2025

Each year, we check how we’re doing and how satisfied you are with our services through the Tenant Satisfaction Measures (TSMs). This year we’ve heard lots of feedback on these measures, with nearly 2100 customers telling us their views.

There are 22 measures in total: 

• 12 based on what you tell us through surveys
• 10 based on performance data we report 

These cover the things that matter most, like keeping homes in good condition, making sure buildings are safe, being easy to deal with, listening and communicating clearly, managing neighbourhoods well, and handling complaints effectively. 

We share these results with the Regulator of Social Housing, and most importantly, we use them to guide real improvements, shaped by your experiences. 

This report covers our performance across key areas, using customer feedback from April 2024 to March 2025.

Here’s a look at how we’ve done over the past year, what we’ve changed based on your feedback, and what we’re working on next to keep making things better for you. 

It’s great to report that overall, you’re telling us we’re making good progress with 11 out of 12 customer perception measures improving this year. That’s a strong sign we’re heading in the right direction, with your feedback helping to shape the way forward.

We’re really pleased to see that overall satisfaction has gone up by 2.1% since last year. That puts us above the national average for social housing and it’s a sign that the changes we’re making are starting to make a difference. 

We saw plenty of improvement over last year, with particular positives in areas such as communal areas being clean and well maintained (rising by over 4%), our approach to handling ASB. We also saw over 77% of customers being satisfied that their home is safe and nearly 77% reporting that they feel we treat them fairly and with respect.

Most of your comments focused on repairs and maintenance, which we know are key to how you experience our service.

Customers told us they’d like to see further improvements around delays, unresolved issues and how complaints were handled. We’ve taken that feedback seriously and used it to guide improvements across all our services.

Overall we’re clearly making progress, with improvements seen right across the organisation. 

Overall you’ve told us we’re improving when it comes to your homes, with 6 out of 7 measures showing higher customer satisfaction or performance improvement.

We’ve made good progress on non-emergency repairs, hitting 95.7% on-time completion in March, which shows the improvements we’re already making to the repairs service are working.  

99.7% of emergency repairs were completed on time which is significantly above the national average. 

It’s great to see that more customers feel safe in their homes - satisfaction with safety has gone up by 3.2% this year, but we know there are still areas to improve, especially around delays with repairs, appointment scheduling, and fencing.

We’ve seen significant improvement in these figures over last year, with all measures showing increased satisfaction and performance.

You’ve told us we’re doing well when it comes to keeping you informed and treating you fairly and we’re really pleased to hear that because it’s so important to us too. 

Many customers let us know that our staff are friendly and respectful, which is great to hear. But we’ve also heard that we could improve how we follow up on concerns, and involve you more in shaping the services you use. 

Although satisfaction has reduced marginally with complaints, it remains in the higher quartile when compared to the sector and we've seen improvements across all other complaint measures.

We’ve made good progress especially in responding faster, but we know there’s still work to do. Satisfaction with how we handle complaints varies a lot, and the biggest issue is how long it takes to sort things out, even when we meet the official deadlines. 

We also know that not everyone who’s unhappy makes a formal complaint, so we’re working on listening better and acting on informal feedback too. 

This area has improved the most from last year with each measure going up between 3 to 4% which is a real positive. 

You’re happier with how we’re looking after communal areas and we’re really glad to hear that. You’ve praised the cleanliness, regular visits, and the caretaker service, though some customers raised concerns about grass cutting and rubbish. 

More of you feel we’re making a positive difference in your neighbourhoods, and satisfaction with how we handle ASB is also up, which is encouraging.