You said, we did: acting on your TSM feedback
our performance Our Tenants Annual Reports 2025 20/06/2025
We recently shared our annual 2024/25 Tenant Satisfaction Measures (TSM) report, showing you what we’re doing well, what we could do better, and what our plans are to deliver the best services to meet your needs.
Through our new corporate plan and the TSM feedback you gave us, here’s how we plan to improve your experience with us:
Improving homes to enable modern living
We’re improving the quality of our existing homes by continuing to provide quality and responsive day-to-day repairs services, tackling ageing stock and growing our replacement and retrofit work plans.
We’re investing more than £300m between now and 2030, in addition to the £134m we’ve invested over the last five years. We’re also working on improving the EPC rating of around 6,000 of our homes from band D to C by 2030.
Delivering quality services and local impact
68.1% of LCRA tenants told us they were satisfied with our positive contribution to neighbourhoods, while this number was lower for LCHO tenants, at 32.8%. This is why we’re strengthening our approach to local neighbourhood management with a bigger frontline presence and a greater impact in the local areas where we work.
From upgrading our CCTV systems to setting up a dedicated ASB case management team and sending out local and relevant communications based on where you live, we’ll keep working with you, our partners, and statutory agencies to deliver results that meet your needs.
Being financially resilient and growing sustainably
We’ll continue to build new social, affordable, and shared ownership homes that meet your needs, while working sustainably. This will involve growing our net zero affordable housing community scheme, developing regional partnerships, and making sure we’re financially able to deliver our five-year corporate plan.
Working as one team together for our tenants
Our colleagues are already working hard to roll out this corporate plan. Collaborating across teams to deliver what we’ve promised, this involves being empathetic, honest, reliable, and professional as we work to give you the best homes and services. We’ll continue to do this by hiring the right colleagues with the best skills and knowledge.
What you said about your experience with us
“I’ve been here a very long time and the things that they do have been amazing. I’ve had a new bathroom and kitchen. They are very helpful.” - Tenant
"The whole process [of applying for a home was good]. Any questions we ask were answered. [I was happy with] how we were treated by the representatives at Midland Heart. They were honest and open and gave the right information." - Homeowner
“[I’ve] got a home now; I’ve got a place of safety. Yes, it is a very nice place to live. [It is a] safe place for me too, it is home and family come and see me, which means [the] world to me.” - Tenant
Read the annual 2024/25 TSM report here
Become one of our involved tenants and use your voice to make a difference! Find out more about getting involved and getting your voice heard here.
