Tenant Satisfaction Measures: Latest annual results

All social housing landlords are required to report on the same set of 22 TSMs. These measures provide a consistent way of showing how we’re performing and what our customers are telling us about their homes and services. They include:

• 12 perception measures - based on customer feedback and surveys.
• 10 management measures - based on our operational performance data.

Strong improvements and high performance

We’re pleased to report that, compared with 2024-25, customer satisfaction has increased across all perception measures. This includes improvements in:

• Overall satisfaction
• Repairs services
• Safety
• Communication
• How well we listen to and act on feedback

Our operational performance also remains strong. For example, we achieved 100% compliance with essential safety checks, including gas, electricity, water, asbestos, and lift safety.

Among the strongest in the sector

When compared with other social housing landlords in England, including organisations of a similar size, our results are among the highest. While this is encouraging, we are not complacent - we know there is always more to do.

We remain committed to building on this progress, continuing to improve our services, and carefully listening to every piece of feedback we receive, not just the headline results.

Thank you to our customers

More than 1,000 customers took part in our perception surveys over the past year. We’d like to thank everyone who shared their views - your feedback helps us shape and improve our services.

View the results

Find out more and view the full results: Tenant Satisfaction Measures