Our results
In total, 600 customers replied to our survey during 2025/26, 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. You can read our summary of approach to the TSMs and the method statement here.
The table below shows our latest results from 2025/26, the results from 2024/25 and 2023/24, 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).
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Tenant Satisfaction Measures (TSM) Results
| TSM Code | Description | Result 2025/26 (%) | 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. | 63.2 | 60 | 60.9 | +3.2 |
| 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. | 66.6 | 63.5 | 59.6 | +3.1 |
| 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 | 54.8 | 42.4 | 0 |
| TP04 | Proportion of respondents who report that they are satisfied that their home is well maintained. | 70.6 | 67.2 | 64.6 | +3.4 |
| TP05 | Proportion of respondents who report that they are satisfied that their home is safe. | 81.9 | 75.5 | 76.1 | +6.4 |
| TP06 | Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. | 52.2 | 52.3 | 49.6 | -0.1 |
| TP07 | Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. | 66.5 | 65.6 | 60.9 | +0.9 |
| TP08 | Proportion of respondents who report that they agree their landlord treats them fairly and with respect. | 78.4 | 73.3 | 77 | +5.1 |
| 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. | 32.1 | 26.9 | 17.6 | +5.2 |
| TP10 | Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. | 69.2 | 64.7 | 54.2 | +4.5 |
| TP11 | Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. | 64.2 | 61 | 53.3 | +3.2 |
| TP12 | Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour. | 55.5 | 56.1 | 51.3 | -0.6 |
| RP01 | Homes that do not meet the decent homes standard | 0.0 | 0.1 | 0.14 | 0.1 |
| RP02 a | Repairs completed in target timescale - non-emergency Target timescales: 'Damp Mould 2 days', 'Damp Mould 5 days', 'Urgent 5 working days', 'Damp Mould 10 days', 'Routine 20 working days', 'Damp Mould 28 days', '40 working days' and 'Non-capital major works 64 working days'. | 47.9 | 49.5 | 56.6 | -1.6 |
| RP02 b | Repairs completed in target timescale - emergency Target timescale: 24 hours | 95.3 | 94.7 | 94.3 | +0.6 |
| BS01 | Gas safety checks | 100 | 100 | 100 | 0 |
| BS02 | Fire safety checks | 100 | 100 | 100 | 0 |
| BS03 | Asbestos safety checks | 100 | 100 | 100 | 0 |
| BS04 | Water safety checks | 100 | 100 | 100 | 0 |
| BS05 | Lift safety checks | 100 | 100 | 100 | 0 |
| CH01 a | Complaints per 1000 homes - stage 1 | 94.3 | 64 | 19.4 | +30.3 |
| CH01 b | Complaints per 1000 homes - stage 2 | 29.5 | 12.9 | 4.4 | +16.6 |
| CH02 a | Complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales - stage 1 | 100 | 100 | 78.6 | 0 |
| CH02 b | Complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales - stage 2 | 100 | 100 | 66.7 | 0 |
| NM01 a | ASB cases opened per 1000 homes- all | 9.5 | 6.2 | 16.5 | +3.3 |
| NM01 b | ASB cases opened per 1000 homes - hate only | 0.3 | 0.2 | 0.2 | +0.1 |
What’s going well?
We’re pleased to share that this year’s results show encouraging progress, with satisfaction improving in 9 out of 12 measures compared with last year. This shows that customers are seeing improvements across many parts of our service.
What are we doing to improve?
We know there's still more to do. We remain focused on the areas that matter most to customers, including listening to feedback, improving the repairs experience and responding effectively to anti-social behaviour.
We'll keep you informed on our progress and any changes we've made to improve our services right here on this page.
Thanks to everyone who took the time to share feedback. Your views help us understand what's working well and where we need to do better. Your voice helps us stay accountable, responsive, and committed to delivering excellent service. Please keep sharing your thoughts with us — through surveys, conversations, and Magna Voice.
You said...we did.
Our Tenant Satisfaction Measures survey (TSMs) results gave us lots of insight into what our customers want, and feel, and where we need to improve. Below shows what you, our customers have said, and what we've done so far about it. We'll continue to gather feedback, and continually work to improve the services we provide.