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Tenant Satisfaction Measures

What are Tenant Satisfaction Measures?

In April 2023, Tenant Satisfaction Measures (TSMs) were brought in by the Regulator of Social Housing. They’re a way of comparing how landlords across the country are performing and to make sure that good quality homes and services are being provided. They also mean landlords and social housing providers like us can be held to account when they need to do better for their customers.

The survey's different from the ones we do after you've had a repair for example, they’re all about how you feel we’re doing in general. It helps us to see what matters most to you and what we can improve on.

Take a look at this year’s results, and how they compare to last year’s, by scrolling down and heading over to either our rental or homeownership pages. To find out how we collected the data and what changes we’re making, head to our FAQs.

Where our scores are low, we’re developing action plans for improvements. You can see those on our action plan page. We put them together by looking at the feedback we got from the survey, the scores themselves, and the feedback you give us after we provide you with a service. We put this alongside what our customer groups tell us and what our colleagues tell us are their biggest challenges too. 

Overall satisfaction, listening to your views and keeping you informed 

You’ll see our overall customer satisfaction score is 66.3% for our rental customers and 54.8% for our homeownership customers. We know there are some areas where we’re scoring well and others where we need to improve. The feedback you give us helps to shape our services and make the changes you’ve told us you want to see.

You’ve told us that we need to focus more on listening to your views on how we do things, and that’s exactly why we’ve made some changes to how we engage with you. We’ve spoken to thousands (20,890 in fact) of customers this past year and have switched up some of our customer groups to make sure that you’re getting involved where you can really shape what we do.

We’ve introduced the Customer Insight Committee, the Review Crew, our Community Champions, Community Grants Panel and Diversity Counts groups. We’ve co-designed six policies with customers and got feedback on how we do things like accessibility, how we engage with new customers and your thoughts on using community noticeboards.

You also told us we need to do a better job at keeping you informed, we’ve made some changes there too with our customer newsletter and sharing more information around how we’re doing on everything from repairs and complaints to our focus on safety and sustainability.

 

What else changed?  

This year we sent out surveys by email as well as by calling you, whereas last year we focused just on phone calls for rental customers. Taking a more mixed approach meant we could reach more of you and were more likely to reach our diverse customer base. We also asked you for more details when you gave us positive and negative feedback, whereas last year we only asked for follow ups when you’d scored us low on the scale. That’s so we could find out what you like when we get it right so that we can make sure we do more of that.

 

Improvements  

We’re focusing on what you’ve told us really matters to you, which is that we improve how we communicate with you, listen to your views and improve our maintenance and repairs services.
Neighbourhood contribution and our approach to antisocial behaviour were two areas that had the biggest drops when compared to last year. You’ll find more about what we’re doing to improve all these areas in our FAQ section.  

Our safety check results

100%

BS01: Gas safety checks

69.2%

BS02: Fire safety checks

100%

BS03: Asbestos safety checks

100%

BS04: Water safety checks

100%

BS05: Lift safety checks

These figures show the percentage of our homes that have had the relevant safety checks at the end of March 2025.

Fire safety checks are now back at 100%. In March 2025 the figure dropped to 69.2% for a couple of reasons – we tried to switch to a new system that didn’t work out, and we also updated our policy at that time which caused some delays. But, the good news is all assessments are now complete and we’re back to 100%.  

FAQs

We gathered survey responses between April 2024 and March 2025. A huge thank you to the 2,796 customers that completed the survey (2,435 from our low-cost rental customers and 361 from our low-cost homeownership customers)! 

We worked with MEL Research, who conducted the surveys via email links and phone on our behalf. Just so you know, we entered customers who completed the survey into a quarterly prize draw for a virtual gift card worth £50.  

For our low cost rental customers, 54% completed the survey online and 46% on the phone. For our low cost homeownership customers, 30% completed the survey online and 70% on the phone.  

The Regulator of Social Housing sets out the questions we have to ask our customers, for both low cost rental and low cost home ownership customers. We could put our own introduction in so we've included that in the attachment below too. 

Here are the questions and script used. 

The results of the survey are submitted to the Regulator of Social Housing and must represent who our customers are and the homes they live in, or the data must be weighted so that it is. Our data accurately represented our customers when we considered characteristics such as the representation of flats and homes, customer age, ethnicity, building type and geographical area. This meant we didn’t have to apply any weighting to the data. 

We’ve got loads of changes happening this year that will improve your customer experience, especially around what really matters to you. You can find out all the details over on our action plan page