How are we doing? Tenant Satisfaction Measures 2024-2025

Each year, we speak to hundreds of tenants to find out what it’s like to live in our homes and neighbourhoods. As part of this, we work with an independent research company called Acuity to complete telephone surveys with our tenants.

The surveys that Acuity complete form part of our annual Tenant Satisfaction Measures (TSMs). They use a set of 12 questions that were developed by the Regulator of Social Housing (RSH), tenants and landlords that focus on the things that matter most to tenants.

The questions ask tenants to share their thoughts on our repairs service, how we keep them safe in their home, how we manage our neighbourhoods and how we handle complaints.

We share the results of these surveys with the Regulator who will then publish them on its website, so that tenants can see how their landlord is performing and compare this to other providers.

So how are we doing?

Overall, 79.5% of the tenants we surveyed were satisfied or very satisfied with the service we provide and 77.8% were satisfied or very satisfied that their home was well maintained.

More than three quarters (81.0%) of tenants that had a repair completed in their home within the last 12 months were satisfied or very satisfied with our repairs service and 77.1% said they were satisfied or very satisfied with the time it took to complete the repair.

We were also pleased to see that 87.5% of the tenants we spoke to agreed or strongly agreed that we treat them fairly and with respect and 83.4% said that they were satisfied or very satisfied that their home was safe.

We know we’ve got some work to do in some areas and tenants told us that we need to get better at handling complaints, how we manage communal areas and shared spaces, how we deal with anti-social behaviour and how we contribute to our neighbourhoods.

And these are some of the areas that we will be focussing on as part of our corporate strategy ‘Delivering #Twogether 2024-2027’.

You can read our full set of Tenant Satisfaction Measures here: