What are TSMs?
TSM's include information gathered from surveys conducted every year from April to March the following year. The surveys have been designed by the Regulator for Social Housing. We employed IFF to complete our surveys on our behalf for 2025/2026. Every survey is completed either over the telephone, by post or by email.
To find out what these results mean for you, read our latest update here.
Saffron, along with every other social housing provider in England, Wales and Northern Ireland, must complete surveys about what our tenants think about the services they receive.
The survey is made up of 12 questions. We need to report the survey results to the Regulator of Social Housing in addition to information about 10 management measures.
How did we conduct the survey?
Starting in 2024/25 and extending into 2025/26, we adopted a mixed-method approach for data collection, with more online surveys to increase tenant participation and accessibility. While telephone surveys continue to be the primary method for collecting data, online survey engagement has increased, for a more accessible and balanced approach to engaging tenants across multiple channels.
|
Method |
% of total sample |
No. of completed surveys |
No. of partially completed surveys |
Total sample |
|
Telephone |
68.6% |
959 |
22 |
981 |
|
|
29.7% |
323 |
101 |
424 |
|
Postal |
1.7% |
25 |
0 |
25 |
|
Total |
100% |
663 |
123 |
1430 |
Telephone accounted for the majority of responses (68.6%), with 981 surveys collected (959 complete, 22 partial). Email (online) made up 29.7% of the sample, with 424 responses (323 complete, 101 partial). Postal responses were minimal at 1.7%, with 25 fully completed surveys and no partials. Overall, 1,430 surveys were gathered, including 663 completed and 123 partially completed responses.
TSM 2025-2026 at-a-glance
A total of 1,430 surveys were collected. Overall, satisfaction levels in 2025/26 show a slight decrease compared to 2024/25. Repairs performance shows a small improvement in completion time (+1.4%). A number of areas saw improvements, including communal areas (+1.0%) and neighbourhood contribution (+0.1%), while perceptions of listening (-0.2%) and anti-social behaviour (-1.0%) remained nearly unchanged.
Your feedback matters: Our Tenant Satisfaction Results for 2025/26
To find out what these results mean for you, read our latest update here.
Find out more2025 - 2026 TSM Survey Results
Overall satisfaction
Responses
In total, 1,430 surveys were collected, marking a significant improvement from 694 surveys the previous year, more than doubling participation.
Overall satisfaction
Over seven in ten tenants are satisfied overall with the service provided.
Repairs and Maintenance
Repairs service
Over three-quarters of tenants are satisfied with the repairs service they receive.
Repairs completion time
Approximately 7 in 10 tenants are satisfied with how quickly repairs are completed, an increase of 1.4% from last year's results.
Building maintenance
Over 7 in 10 tenants are happy with the upkeep of their building.
Maintenance of communal areas
6 in 10 tenants are satisfied with the condition of communal areas, an increase of 1%.
Safety
Safety
Nearly 8/10 tenants feel satisfied that their home is safe and secure.
Communication and Respect
Listens to me
Over 6/10 tenants feel that their views are listened to and taken into account.
Keeps me informed
Over 7 out of 10 tenants are satisfied with the information they receive about our services.
Treats me fairly
Over three-quarters of tenants feel they are treated fairly and with respect.
Complaints
Complaint handling
Over a third of tenants are satisfied with how complaints are handled.
Neighbourhood and Community
Our neighbourhood contribution
Over 6/10 tenants are satisfied with our contribution to their neighbourhood, an increase from last year of 0.1%.
Anti-social behaviour
Over 6/10 tenants are satisfied with how anti-social behaviour is handled.
Supporting documents
Saffron Housing TSM 2025 2026 Article
docx - 142Kb