Your views on us

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.

Where our scores are low or we know something's really important to you, we're developing action plans for improvements. 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. 

Take a look at this year’s results, and how they compare to last year’s. To find out how we collected the data and what changes we’re making, head to our FAQs.

Our overall customer satisfaction score is 74% for our rental customers and 58% for our homeownership customers. That's an 8% improvement for our rental customers and just over 3% for our homeownership customers. 

We know that some changes we made last year have improved how you've scored us and there are still some areas we need to work on. The feedback you give us helps to shape our services and means we know we're making the right changes, the ones you've told us you want to see. 

You've told us we need to listen to you and make changes based on what you tell us. We've worked with you on shaping how our portal works, we've listened to feedback and reintroduced housing officers and managers, and you helped us update our repairs policy. 

Our overall satisfaction scores have gone up but we're focusing on fixing what you told us you weren't satisfied with. What came through was frustration around delays and missed appointments for your repairs and their quality.

You also told us we need to do a better job of handling complaints and antisocial behaviour issues and keeping you informed when you've got anything outstanding with us. We now make sure you hear from us at least every two weeks when you have an outstanding antisocial behaviour case with us and for our complaints we'll resolve in an average of 10 working days. 

What else changed?  

We’ve been busy making sure we’re fixing your repairs more quickly. By the end of March 2026 we were fixing your repair 9 days quicker (on average) compared to April 2025. We’ve chosen those dates because that matches up with the timeframe for the TSMs.

We've used data and local insight to create personalised place plans for each area (more on that later). We've upgraded our customer portal and changed how our repairs team works to make sure you get a better experience. 

We're focusing on what you've told us really matters to you, which is that we listen to your views and act on them, and make sure that your home is well-maintained. 

You scored us lowest in our approach to complaints handling (43.1%) and our approach to handling antisocial behaviour (54.9%) You'll find more about what we're doing to improve all these areas in our action plans.