We’re excited to share our annual Tenant Satisfaction Measures (TSM) report for 2025/26.
This is our third year publishing the report, following the 2024 decision from the Regulator for Social Housing that all social housing landlords must annually report and publish their TSM results. It 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 2025/26 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.
- 12 measures are about tenant perceptions
- 10 measures 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 that your know what we’re doing to keep you at the heart of what we do. This means telling you about what we’re doing well, where we need to do better, and what steps we’re taking to make sure we’re acting on your feedback.
In line with the TSM, we worked with our research partner, MEL Research between April 2025 and March 2026, to talk to 2,280 tenants and 358 homeowners to understand their perception of us and our services. 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 explains our 2025/2026 results.
What we did well
- 81.3% of LCRA tenants were satisfied with the overall service we provided (78.7% in 24/25), while
- 61.7% of of LCHO homeowners felt the same (53.5% in 24/25).
- 82.5% of LCRA tenants felt we were providing a safe home, while
- 84% of of LCHO homeowners felt the same (76.5% in 24/25).
- 83.7% of LCRA tenants were satisfied with our repairs service (80.3% in 24/25).
Where we can keep improving
- 72.1% of LCHO homeowners were satisfied we kept them informed about things that matter to them (up significantly from 54.9 in 24/25), while
- 78.5% of LCRA tenants felt the same (76.6% in 24/25).
- 67.4% of LCRA tenants were satisfied with our approach to handling antisocial behaviour (64.5% in 24/25), while
- 50.4% of LCHO homeowners felt the same (up significantly from 32.8% in 24/25)
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
- Clearer, simpler updates
- More local information about your area
- More chances to speak to us in your community
Repairs and maintenance
- Faster, more reliable repairs
- Better maintenance to prevent issues
- Easier ways to report and track repairs
Complaints
- Quicker responses
- Better, fairer outcomes
- Using feedback to improve services
Safety and security
- Continue meeting all safety standards
- Act quickly on safety concerns
- Help you feel safe in your home
Communal areas and neighbourhoods
- Cleaner, better maintained shared spaces
- Stronger neighbourhood management
- Continued action on antisocial behaviour
Watch this space for more on how we’re putting your feedback into action to improve your experience as tenants and homeowners with us.
