Tenant Satisfaction Measures
Your views are important to us and we're always gathering feedback to improve the services we provide.
The Government asked all housing providers to collect 22 measures known as TSMs (Tenant Satisfaction Measures). They include 12 satisfaction questions, across five main themes, that matter most to you: complaints, anti-social behaviour, maintenance, safety, and communication.
Hearing what you think helps us to know where we should improve. Your priorities can differ by area, so we also use this information to work on our services to meet the needs of our local communities.
Who did we ask?
In total, 587 customers replied to this survey, either over the phone, online or by post. Not all customers were contacted, but we asked enough to get the sample we needed to be representative of everyone.
We worked with HouseMark and Service Insights to carry out the survey. This made sure that the process was fair and that customers could remain anonymous if they wanted.
Our results
The table below shows our latest results, from 24/25, the results from the previous 2023/24 period, and the percentage increases and decreases when compared to the previous period. The satisfaction TSMs show results for just our customers that rent homes (not shared owners).
If you're viewing this page on a smartphone, you might need to turn your device sideways to see the table below in full!
| TSM Code | Description | Result 2024/25 (%) | Result 2023/24 (%) | Change from previous results (+/-) |
|---|---|---|---|---|
TP01 | Proportion of respondents who report that they are satisfied with the overall service from their landlord. | 60 | 60.9 | -0.9% |
TP02 | Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service. | 63.5 | 59.6 | +3.9% |
TP03 | Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair. | 54.8 | 42.4 | +12.4% |
TP04 | Proportion of respondents who report that they are satisfied that their home is well maintained. | 67.2 | 64.6 | +2.6% |
TP05 | Proportion of respondents who report that they are satisfied that their home is safe. | 75.5 | 76.1 | -0.6% |
TP06 | Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. | 52.3 | 49.6 | +2.7% |
TP07 | Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. | 65.6 | 60.9 | +4.7% |
TP08 | Proportion of respondents who report that they agree their landlord treats them fairly and with respect. | 73.3 | 77 | -3.7% |
TP09 | Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling. | 26.9 | 17.6 | +9.3% |
TP10 | Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. | 64.7 | 54.2 | +10.5% |
TP11 | Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. | 61 | 53.3 | +7.7% |
TP12 | Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour. | 56.1 | 51.3 | +4.8% |
Listening and responding to the results
What’s going well?
We’re pleased to see nine out of the twelve TSMs have improved on last year's results. In particular, speed of repairs, communal areas are clean and well maintained, and complaint handling.
We've also seen an improvement in the satisfaction with the overall repairs service over the last 12 months, and with the time taken to complete a repair after reporting it.
What are we doing to improve?
Our scores show that we need to continue to improve our services. In particular, we'll be focussing on repairs, complaints and communication.
It's also important for us to understand your needs. We're currently looking at different ways we can engage with you and gather insights so we can tailor the services and support we offer.
We are committed to treating everyone fairly and with respect. We have new training programmes for our colleagues to ensure this standard is consistently met.
Last year, we carried out a full review of our repairs service, and how we schedule repairs, to improve efficiency. Our response times are now faster. We've also recruited additional trades colleagues to carry out repairs. We also reviewed how we manage complaints handling and anti-social behaviour.
The satisfaction has improved in both of these areas, but we know there's still more that we need to do. We're focussing on maintaining and improving the safety and maintenance of your homes, with regular inspections and prompt repairs as part of our commitment.
We will keep you informed on our progress and any changes we've made to improve our services right here on this page on our website.