As part of our drive to understand what matters to you we have increased the number of tenants taking part in our tenant satisfaction measures survey. Thank you to the 1,430 residents who took part in this year’s Tenant Satisfaction Measures (TSM) surveys. More people than ever chose to share their views with us, whether that be through phone, email or post, helping us better understand how you feel about your home and our services.
Telling us what you think and how you feel helps shape what we do and allows us to focus our efforts on what matters most to you.
Here’s what you told us...
Overall, satisfaction remains broadly stable. Here are the headlines:
- Overall satisfaction is 72.2%, a small change from 74% last year as we widen the number of tenants who responded
- Repairs satisfaction remains steady at 76%
- Satisfaction with communal areas and neighbourhood contribution has improved
What matters most to you
Across the survey, one message came through clearly – the repairs journey has the biggest impact on how satisfied tenants feel overall.
Residents who were happy with their repair were much more satisfied overall (87.1%) than those who weren’t (24.5%). To help us improve, you also told us that delays and follow‑on repairs can be frustrating, communication and updates need to be clearer, and unresolved repairs can affect how safe you feel in your home.
More broadly, we heard that feeling safe in your home and neighbourhood is really important. This goes beyond us carrying out annual safety checks – it’s about how quickly we respond to concerns, how well we communicate, and whether issues are fully resolved.
We also heard that anti‑social behaviour (ASB), and how we respond to it, strongly shapes how tenants feel about their neighbourhood. We recognise that when ASB isn’t addressed effectively, it can impact your sense of safety and wellbeing at home.
And while only a small number of residents made a formal complaint, many more told us they had raised concerns in the past year, showing that we need to be more consistent in how we respond and follow up.
What we’re doing next
Your feedback is already shaping our improvement plans for the year ahead, with many projects and programmes underway designed to improve tenant experiences. This includes:
- Strengthening the end‑to‑end repairs journey. We’re improving diagnosis, scheduling and follow‑on repair processes, and reviewing how we make communication with you clearer throughout.
- Supporting safety in the home. We’re prioritising repairs that affect safety and improving how we respond when concerns are raised, recognising the importance of helping residents feel safe, not just compliant.
- Refreshing our approach to neighbourhood management. We’re updating how we work with residents on ASB, making our actions more visible and improving how and when we respond.
- Improving resolution when things go wrong. We’re getting better at tracking and resolving complaints, so residents can see clear action and outcomes.
Thank you for your feedback. Look out for another survey soon!
Your views help us understand what matters most and where we need to improve. To ensure we can track our progress and hear from as many residents as possible, we issue TSM surveys every three months.
Our next round of surveys will begin at the start of July 2026, and will be carried out by our new research partner, IFF Research. They may contact you by phone from 0330 027 0371 to ask for your feedback, so please look out for this number and consider taking part. This is a genuine survey on our behalf, and your responses will help shape the services we provide.
As results come in, we’ll continue to share updates on the changes we’re making and how your feedback is shaping our services.