Tenant Satisfaction Measures (TSMs)

Satisfaction increased during the past year compared to 2024-25. We have high customer satisfaction when we compare ourselves to other social housing landlords in England, including those of a similar size to us - but we are not complacent and know there is always room for improvement.

We’re listening to customer feedback and using it to improve homes and make our services more responsive and local.

Our perception surveys are carried out quarterly, and we continually review feedback along with service performance. We publish the quarterly results and report back to you on progress throughout the year.

Once we have the annual TSM results, we produce a Customer Voice Report summarising what you have told us and what we are doing to improve our services as a result. 

We are reviewing things for 2025-26 and will share the report with you here once it is ready. 

Previous reports

• 2024-25 report

While we are only required to publish our TSM results annually, we also like to publish our quarterly results to keep customers up to date and show how our services are performing throughout the year.

2025-26

• Annual summary (including quarterly results)

2024-25

• Quarter 4 (within the annual summary)
• Quarter 3
• Quarter 2
• Quarter 1

We use an independent market research company called Acuity to carry out phone surveys to collect customer feedback.

Each quarter, Acuity calls a sample of customers to find out what they think about our services. This sample is chosen to fairly represent all tenants. It includes people from different areas, home types, and backgrounds, as well as protected characteristics such as age, gender, disability, ethnicity and sexual orientation.

We encourage customers to take part so we can gather as much feedback as possible. Before each quarterly survey, we share information on our website and social media. Customers who complete the survey can enter a prize draw to win a £50 shopping voucher.

The surveys ask questions based on the TSM perception measures, with a set list of answers to choose from.

For more information about how surveys are conducted, see our:

• Summary of Approach 2025-26

We publicise when surveys will be carried out and publish information:

•  About customer satisfaction surveys

We regularly review both perception and management information results across the organisation. We also look at customer satisfaction by five protected characteristics under the Equality Act 2010.

Results are reviewed every quarter alongside other feedback, including complaints, by our:

• Customer Insight Groups - made up of operational managers and staff, along with the Chair of our Customer Scrutiny Group
• Customer Committee - which includes Board Members and our Deputy Chief Executive, who leads on operations, as well as customer Scrutiny Group representation.

These groups look at changes in results, explore the reasons behind them, and agree actions to be taken in response to feedback to continue improving services. Where needed and possible, we take action to follow up directly with customers who pass on comments suggesting service improvements.

We also carry out annual satisfaction surveys with shared owners and leaseholders at the end of each financial year. 

These surveys use TSM perception questions relevant to shared owners and leaseholders, as set by the Regulator of Social Housing. While we are not currently required to report on these because Cottsway has fewer than 1,000 low-cost home ownership properties, we publish these results because we want to be open and transparent.

We use the results to improve services for shared owners and leaseholders, including communication, estate services, complaints handling, and ways of gathering feedback.

• Questions asked and response options (LCHO)

In 2025-26, 178 out of 731 shared owners and leaseholders took part in the survey.

Survey results

• Shared owners and leaseholders 2025-26
• Shared owners and leaseholders 2024-25