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?
Improvements
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%.
Our action plans
We've got plans in place for improvements this year.
Changes you'll be seeing:
Action plans
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.
If more than one customer in a household was surveyed, we kept the first response and the others were discarded (we discarded 177 for low-cost rental customers and 42 for low-cost home ownership customers).
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.
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.
We divided our customer base into subgroups based on stock type, age, ethnicity, building type and local authority and gave MEL Research a list of all customers eligible to be surveyed each month to sample from.
Where next?
Use these quick links to the side to explore more of the Tenant Satisfaction Measures or head back to the customer homepage.