Thank you for your feedback
Thank you to everyone who took part in this year’s Tenant Satisfaction Measures (TSM) perception survey. Your feedback helps us understand how you feel about our services and where we need to improve.
We received 1,692 responses from customers (1,272 social renters and 421 shared owners). Your views, alongside other feedback, play a vital role in shaping how we work and the improvements we make.
How we carried out the survey
This year, we continued our focus on speaking to customers directly, with most surveys completed either face to face or over the phone. We adapted our approach based on customer feedback:
- Social rented homes: We used a stratified random sample to ensure a representative mix of customers.
- Shared ownership homes: We used a census-style approach due to the smaller number of homes.
Shared owners told us face-to-face surveys were less convenient, so we increased phone surveys and offered calls outside normal working hours.
Most surveys (78%) were completed face to face, 20% phone and 2% postal. Letters were sent to customers with specific requirements or where we did not have suitable contact details.
Seven customers in care and support schemes were excluded where capacity issues meant they could not take part.
Changes to how we carried out the survey, such as the contact method, the time of year customers were approached, and whether we used a sample or a census approach, may have influenced the satisfaction results, especially where the approach differed from the previous year.
To encourage participation, all respondents were offered the chance to enter a prize draw for £250, £150 and £100 in vouchers.
How we performed this year
We’ve reviewed our performance across the 10 Management Information Measures, which look at key areas such as repairs, complaints, safety and neighbourhoods. These measures are based on our operational data rather than survey responses. Below is a high-level overview of what changed this year and what it means for you.
Complaints
We responded to complaints much faster than last year. Both LCRA and LCHO saw strong improvements in meeting the Housing Ombudsman’s timescales, and we used fewer extensions. This means customers are getting quicker resolutions. LCRA received more complaints overall, while LCHO received fewer.
Anti‑Social Behaviour (ASB)
ASB cases reduced this year, including fewer hate related incidents. This reflects the positive impact of our early intervention and neighbourhood support work.
Repairs and Decent Homes
- Emergency repairs improved, with more completed within our 24‑hour target.
- Non‑emergency repairs were completed on time less often than last year, and we know this is an area we need to improve.
Our non‑emergency repair targets are:
- 7 days
- 28 days
There was also a very small increase in homes not meeting the Decent Homes Standard, but the overall number remains low.
Building safety
Safety checks across our homes remain very strong. Fire, asbestos and lift checks stayed at or close to 100%. There were small dips in gas and legionella checks, but performance remains high overall.
Customer satisfaction
Customer satisfaction has improved across most areas. Overall satisfaction has risen to 66.75% for customers in social rented homes and 51.19% for shared owners. Customers told us they feel:
- Safer in their homes
- Better informed
- More listened to
- More fairly treated
Satisfaction with neighbourhoods and how we handle ASB has also increased.
Repairs satisfaction improved for rented customers, including satisfaction with the time taken to complete repairs.
We know there is more to do on complaints handling for shared ownership customers, where satisfaction dipped slightly.
What’s driving these improvements?
Several key improvements during 2025–26 helped increase satisfaction and performance across our services. These include:
- Creating a specialist team within the contact centre to take all repair calls
- Improving processes identified as root cause issues driven by complaint feedback
- Greater investment in our homes and communal areas
- An emphasis on driving a customer centred approach across all our services
Progressed self-serve and self-select booking options, improving customer convenience, and reducing missed appointments.
