How we are doing: Tenant Satisfaction Measures (TSMs) 2024-25

Tenant Satisfaction Measures (TSMs) were introduced by the Regulator of Social Housing to enable tenants to scrutinise our performance and give us insight about where we can improve.
A sample of customers are contacted to complete a telephone perception survey by Acuity, our contractor. Customers are also given the option to complete the survey in an alternative way, where needed.

Acuity consider the type of home, such as retirement living or general needs, as well as age of the customer, and the area in which they live, to separate the tenants into groups. A random sample of tenants from each group is then selected, to make sure the feedback represents as many different customers as possible.

In 2024-25, 545 tenants have completed this survey so far and you can see their feedback, below.

This feedback helps us to measure how well we are doing at providing good quality homes and services. We will share the results regularly to show you how we’re performing.

The perception surveys cover:

  • Overall satisfaction
  • Keeping properties in good repair
  • Maintaining building safety
  • Respectful and helpful engagement
  • Effective handling of complaints
  • Responsible neighbourhood management
Read more
April-June
July-September
Comparison

Overall Satisfaction

We were particularly pleased to see that so many of you say that your neighbourhood is a great place to live and that you feel safe in your home. Where you told us that there were areas for improvement, we are working hard to do better. See our ‘you said, we’re doing‘ page to find out more.

Overall satisfaction

77%

This score shows the proportion of respondents who report that they are satisfied with the overall service from their landlord. 

x

Keeping properties in good repair

You should have a home that you can be proud of. Homes will be kept safe and in good condition. If any repairs need to be completed, these will be carried out to a decent standard and within the agreed timeframe.

Satisfaction with repairs

76%

This score shows the proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service. 

x

Satisfaction with time taken to complete most recent repair

75%

This score shows the proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair. 

x

Satisfaction that home is well maintained

72%

This score shows the proportion of respondents who report that they are satisfied that their home is well maintained.

x

Maintaining building safety

We want you to feel safe in your home so we make sure that all the necessary safety checks are completed.

Satisfaction that the home is safe

80%

This score shows the proportion of respondents who report that they are satisfied that their home is safe.

x

Respectful and helpful engagement

We will make sure that all information is easily available and that we are respectful and act on your feedback.

Satisfaction that the landlord listens to tenant views and acts upon them

58%

This score shows the proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them.

x

Satisfaction that the landlord keeps tenants informed about things that matter to them

77%

This score shows the proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them.

x

Agreement that the landlord treats tenants fairly and with respect

77%

This score shows the proportion of respondents who report that they agree their landlord treats them fairly and with respect.

x

Effective handling of complaints

We know that sometimes things go wrong and when this happens, we want to hear from you. We will learn from your feedback and improve our services. See our ‘you said, we’re doing’ page to find out more.

Satisfaction with the landlord’s approach to handling complaints

29%

This score shows the proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling.

x

Satisfaction with the opportunity to make views known

70%

This score shows the proportion of respondents who report that they are satisfied that their landlord gives them the opportunity to make their views known.

x

Satisfaction that the landlord is easy to deal with

67%

This score shows the proportion of respondents who report that they are satisfied their landlord is easy to deal with.

x

Responsible neighbourhood management

We work in partnership with you, local agencies and partners to provide safe environments and promote good communication and relationships in our communities. We will listen and act on concerns raised by you about your neighbourhood.

Satisfaction that the landlord keeps communal areas clean and well maintained

62%

This score shows the proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained.

x

Satisfaction that the landlord makes a positive contribution to neighbourhoods

67%

This score shows the proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood.

x

Satisfaction with the landlord’s approach to handling anti-social behaviour

62%

This score shows the proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour.

x

Satisfaction with neighbourhood as a place to live

80%

This score shows the proportion of respondents who report that they are satisfied with their neighbourhood as a place to live.

x

Overall Satisfaction

We were particularly pleased to see that so many of you say that your neighbourhood is a great place to live and that you feel safe in your home. We were also pleased to see that more of you feel we listen to your feedback and act on it, as well as improvements in satisfaction with how we handle complaints. Where you told us that there were areas for improvement, we are working hard to do better. See our ‘you said, we’re doing‘ page to find out more.

Overall satisfaction

78%

This score shows the proportion of respondents who report that they are satisfied with the overall service from their landlord. 

x

Keeping properties in good repair

You should have a home that you can be proud of. Homes will be kept safe and in good condition. If any repairs need to be completed, these will be carried out to a decent standard and within the agreed timeframe.

Satisfaction with repairs

74%

This score shows the proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service. 

x

Satisfaction with time taken to complete most recent repair

71%

This score shows the proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair. 

x

Satisfaction that home is well maintained

76%

This score shows the proportion of respondents who report that they are satisfied that their home is well maintained.

x

Maintaining building safety

We want you to feel safe in your home so we make sure that all the necessary safety checks are completed.

Satisfaction that the home is safe

83%

This score shows the proportion of respondents who report that they are satisfied that their home is safe.

x

Respectful and helpful engagement

We will make sure that all information is easily available and that we are respectful and act on your feedback.

Satisfaction that the landlord listens to tenant views and acts upon them

69%

This score shows the proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them.

x

Satisfaction that the landlord keeps tenants informed about things that matter to them

83%

This score shows the proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them.

x

Agreement that the landlord treats tenants fairly and with respect

77%

This score shows the proportion of respondents who report that they agree their landlord treats them fairly and with respect.

x

Effective handling of complaints

We know that sometimes things go wrong and when this happens, we want to hear from you. We will learn from your feedback and improve our services. See our ‘you said, we’re doing’ page to find out more.

Satisfaction with the landlord’s approach to handling complaints

41%

This score shows the proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling.

x

Satisfaction with the opportunity to make views known

74%

This score shows the proportion of respondents who report that they are satisfied that their landlord gives them the opportunity to make their views known.

x

Satisfaction that the landlord is easy to deal with

66%

This score shows the proportion of respondents who report that they are satisfied their landlord is easy to deal with.

x

Responsible neighbourhood management

We work in partnership with you, local agencies and partners to provide safe environments and promote good communication and relationships in our communities. We will listen and act on concerns raised by you about your neighbourhood.

Satisfaction that the landlord keeps communal areas clean and well maintained

71%

This score shows the proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained.

x

Satisfaction that the landlord makes a positive contribution to neighbourhoods

68%

This score shows the proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood.

x

Satisfaction with the landlord’s approach to handling anti-social behaviour

67%

This score shows the proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour.

x

Satisfaction with neighbourhood as a place to live

86%

This score shows the proportion of respondents who report that they are satisfied with their neighbourhood as a place to live.

x

Overall satisfaction

We are pleased that the results from the July – September survey shows a slight increase in overall satisfaction from the April to June survey. Where you told us that there were areas for improvement, we are working hard to do better. See our ‘you said, we’re doing‘ page to find out more.

Apr-Jun 2024Jul-Sept 2024Change
Overall satisfaction77%78%1%

Keeping properties in good repair

Whilst it is good to see that more of you feel your home is well maintained, we’re working to improve satisfaction in our repairs service. See our ‘you said, we’re doing‘ page to find out more.

Apr-Jun 2024Jul-Sept 2024Change
Satisfaction with repairs76%74%-2%
Satisfaction with time taken to complete most recent repair75%71%-4%
Satisfaction that the home is well maintained72%76%4%

Maintaining building safety

Whilst it is good to see that more of you feel your home is safe, we’re working to improve satisfaction in our repairs service. See our ‘you said, we’re doing‘ page to find out more.

Apr-Jun 2024Jul-Sept 2024Change
Satisfaction that the home is safe80%83%3%

Respectful and helpful engagement

We were pleased to see that more of you feel we listen to your feedback and act on it, and that we keep you informed about things that matter to you. Find out more about the improvements we’ve already made on our ‘you said, we did‘ page.

Apr-Jun 2024Jul-Sept 2024Change
Satisfaction that the landlord listens to tenant views and acts upon them58%69%11%
Satisfaction that the landlord keeps tenants informed about things that matter to them77%83%6%
Agreement that the landlord treats tenants fairly and with respect77%77%0%

Effective handling of complaints

The biggest change in the July to September survey results has been in this section, with more of you satisfied with our approach to handling complaints. Find out more about the improvements we’ve already made on our ‘you said, we did‘ page.

Apr-Jun 2024Jul-Sept 2024Change
Satisfaction with the landlord’s approach to handling complaints29%41%12%
Satisfaction with the opportunity to make views known70%74%4%
Satisfaction that the landlord is easy to deal with67%66%-1%

Responsible neighbourhood management

We were really pleased to see continued satisfaction in responsible neighbourhood management. July to September’s results also show improvements in satisfaction with keeping communal areas clean and well-maintained.

Apr-Jun 2024Jul-Sept 2024Change
Satisfaction that the landlord keeps communal areas clean and well maintained62%71%9%
Satisfaction that the landlord makes a positive contribution to neighbourhoods67%68%1%
Satisfaction with the landlord’s approach to handling anti-social behaviour62%67%5%
Satisfaction with the neighbourhood as a place to live80%86%6%
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