Your feedback, your impact: Our first Tenant Satisfaction Measures report

This marks a key step in how we listen, learn, and improve. Your feedback has helped shape the way we care for your homes and support you and our local communities, and this report shows the real impact of your voice. Thank you for being part of the journey.

TSMs were introduced in April 2023 by the Regulator of Social Housing, and they apply to all social housing providers. The idea is simple: to give everyone a clear picture of how landlords are performing. That means more openness, more accountability, and more chances for your voice to be heard.

Our report for 2024-25 looks at the areas focussed on by TSMs, covering:

• How satisfied you are overall
• Keeping your home in good repair
• Making sure homes are safe
• Treating you with respect and being helpful
• Looking after your neighbourhoods responsibly
• Handling complaints fairly and effectively
  

We’re continuing to carry out quarterly customer satisfaction surveys and track our performance, but to continue improving it’s important that we look back to help us move forward. Find out what difference your feedback has made so far:

• Read our TSM Report 2024-25

For further information about the measures, see: TSMs