Our annual Tenant Satisfaction Measures report: Keeping You at Heart

We’re excited to share our annual Tenant Satisfaction Measures (TSM) report for 2024/2025! 

This is our second year publishing the report, following the 2024 decision from the Regulator for Social Housing that all social housing landlords need to annually report and publish their TSM results. It's a regulatory requirement and allows the Regulator to hold all social landlords accountable to make sure we’re doing the right thing by our tenants and homeowners.

Read our annual 2024/25 TSM report

What are Tenant Satisfaction Measures?

Tenant Satisfaction Measures (TSM) are a set of 22 ‘expectations’ set by the Regulator of Social Housing to measure how well we’re performing as a social landlord. Twelve of these are about tenant perceptions and 10 relate to management information, covering areas which matter most to you, such as safety, modernisation, and local neighbourhood engagement.

What’s in the report?

It's important for us to share with you what we’re doing to keep you at the heart of what we do. This means telling you about what we’re doing well, what we could do better, and what steps we’re taking to make sure we’re acting on your feedback.

In line with the TSM, we talked to a random selection of tenants and homeowners every month to understand their perception of us and our services. Our previous research partner, IFF Research, gathered responses on our behalf during the first and second quarter of the financial year. Our new research partner, MEL Research, gathered responses in the third and fourth quarter. We made sure the feedback truly represented our tenant base by focusing on general needs renters from a diverse mix of ages and ethnicities.

This report explains how we collected these responses from our Low-Cost Rented Accommodation (LCRA) tenants and Low-Cost Home Ownership (LCHO) homeowners and details our 2024/2025 results.

What we did well

• 82.7% of LCRA tenants felt we were providing a safe home, while 76.5% of LCHO homeowners felt the same.
• 80.3% of LCRA tenants were satisfied with our repairs service.
• 78.7% of LCRA tenants were satisfied with the overall service we provided.

Where we can improve

• 53.5% of LCHO homeowners were satisfied with the overall service we provided.
• 64.4% of LCRA tenants were satisfied with how we handled anti-social behaviour, while 32.8% of LCHO homeowners felt the same.
• 37.7% of LCRA tenants were satisfied with how effectively we handled complaints, while 21.3% of LCHO homeowners felt the same.

What we’re doing next

Change and improvement driven by your feedback is at the heart of what we do every day. It’s how we learn what’s important to you and how we can continue to meet your needs. We found the following key topics were the most important to you:

• Communication
• Help and advice
• Repairs service
• Maintenance / upgrades
• Safety and security
• Communal services

Watch this space for more on how we’re putting your feedback into action to improve your experience as tenants and homeowners with us. 

Read our annual 2024/25 TSM report