Tenant Satisfaction Measures

Thank you for your feedback!

We appreciate all our customers who took the time to respond to our Tenant Satisfaction Measures (TSM) perception survey. Your insights are invaluable, helping us understand how you feel about us as your landlord.

We received 1,626 responses from our customers (1,415 social rent customers and 211 shared ownership customers), this survey plays a vital role in shaping our services. Alongside other feedback methods, it ensures we listen, learn, and take meaningful action on what matters most to you.

We’re pleased to report that customer satisfaction has increased across all 12 survey measures compared to our 2023-24 TSM perception survey. Overall satisfaction has risen to 58.2% for customers in social rented homes and 41.8% for those in shared ownership homes.

Additionally, there have been sustained and continued improvements across the 10 Management Information Measures, including enhancements to our repairs and maintenance services and the quality of our homes.

These positive changes reflect our commitment to delivering a better customer experience. The progress we’re making aligns with our 2023-28 business strategy and our focus on strengthening our customer offer and investing in our existing homes.

Some of the key investments helping to drive improved satisfaction and better performance across our services during 2024-25 included: 

• We invested £61 million in our existing homes. This included improving fire safety in our buildings; upgrades to our customers’ homes including kitchen, bathrooms, windows, doors, and boilers; making your homes more energy efficient and investment in external decoration and decorating internal communal spaces.
• We acted on feedback to deliver improvements to the services we know matter most to customers – including reducing our repairs backlog significantly, improving response times, handling complaints more efficiently and completing more jobs right first time.
• We introduced a Tenancy Sustainment Fund to help our customers navigate the challenging financial climate, which has supported more than 500 customers with financial support totalling £400,000.
• We progressed the first part of our customer data project to ensure the data we hold about our customers is accurate, up-to-date and enables us to improve our services and make them more responsive to our customers needs.
• We introduced a Community Impact Fund which has supported 40 local groups and initiatives that benefit our customers to the tune of £40,000.

Areas for further improvement

While we are encouraged by the improvements, we know there is still work to do.

• Anti-social behaviour: while we have seen an increase in your satisfaction with how we are handling anti-social behaviour (ASB) cases, which is largely due to better case management and system improvements. Satisfaction with ASB handling remains the second lowest scoring measures this year, sending us a clear message that we need to do more.
• Repairs: We know how important it is for repairs to be completed promptly and to a high standard. While we're pleased to see satisfaction with our repairs service improving, we remain committed to making further improvements. We understand that at times some customers haven't had the experience they expected from our service, and we know how disappointing that can feel. That's why improving our repairs and maintenance remains one of our top priorities. We're continuing to invest in making the service more reliable, responsive and efficient, so you can feel confident that your home is in safe hands.
• Complaints: there has also been an increase in complaints received, largely due to process changes to ensure we include all expressions of dissatisfaction as complaints in line with the Housing Ombudsman Complaint Handling Code. Satisfaction with complaint handling remains the lowest scoring measure. The complaints we receive provide valuable insights, and we are working hard to learn from them.
• Communication: You have told us that communication must improve, with timely, reliable, and high-quality responses. Keeping our promises and providing regular updates, especially when commitments cannot be met, remains a priority for us. Although satisfaction with our complaints handling has increased, we recognise there is more to do, and this will remain a key focus in the coming year.

Our commitment to continuous improvement

We know that improvement is an ongoing journey, and building trust remains a key priority for us. We want you to feel confident that we will follow through on our commitments and keep you informed when changes happen.

To enhance your experience and improve our service, we are prioritising investments and improvements in the following areas:

• Complaint handling and anti-social behaviour (ASB): we're monitoring improvements in complaint handling and ASB case management to ensure better processes result in a more positive experience and timely resolutions for you.
• Building stronger relationships: we're increasing our visibility in your community, creating more opportunities for direct communication, and ensuring local feedback shapes our services and decision-making.
• Accessibility: we're enhancing customer accessibility and digital services to make interacting with us easier and more convenient.
• Customer data: we're improving our customer data insights to better understand individual needs and provide a more personalised, customer-centric service.
• Property data management: we're strengthening our property data management to support targeted investment and drive improvements in service delivery.
• Investment: we're investing £93 million in your homes during 2025-26 to ensure they are safe, well-maintained, and meet your needs.
• Our colleagues: we're supporting our people with the skills, knowledge, and resources required to deliver an inclusive and customer-centric service.
• Your voice: we're expanding opportunities for you to get involved, ensuring your voice helps shape our services and decision making.

Other ways we get feedback

We mentioned above other feedback methods we use to ensure we listen, learn, and take meaningful action on what matters most to you. These include complaints, compliments, and our transactional survey programme. Together, they give us a clearer picture of how we're doing and where we can improve.

One of our key tools is our transactional surveys. These provide a quick and easy way for you to tell us how we did right after you've used one of our services. The surveys are conducted monthly and sent following specific interactions, such as a completed repair, a call with our contact centre, or when your complaint has been closed.

Your ratings and comments help us understand what's going well and where we need to improve. Thanks to your responses in 2024-25, we gained valuable insight into how you felt about different parts of our service:

• Satisfaction with recent repairs: 88%
• Satisfaction with our complaint process: 52%
• Satisfaction with how your anti-social behaviour case was handled: 60%
• Satisfaction with your new home: 90%
• Satisfaction with our lettings process: 90%
• Satisfaction with your contact experience: 82%