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Tenant Satisfaction Measures: what you told us
Every year, we ask tenants how they feel about their homes and the services we provide. Your feedback helps us understand what we are doing well and where we need to improve.
Tenant Satisfaction Measures, or TSMs, are a set of questions and performance measures used by all social landlords. They were developed by the Regulator of Social Housing with tenants and help show how landlords are performing in key areas such as repairs, complaints, safety and communication.
We publish our results each year so you can see how we are doing and compare our performance with other landlords.
Our 2025/26 Tenant Satisfaction Measures
What you told us
In 2025/26, 82.7% of tenants told us they were satisfied or very satisfied with the overall service they received from us. This is a 3.2% increase compared with last year.
Here’s what you told us about our services.
- 84.5% agreed that their home was well maintained, compared with 77.8% in 2024/25.
- 85.9% were satisfied or very satisfied with our repairs service, compared with 81.0% in 2024/25.
- 82.5% were satisfied or very satisfied with the time taken to complete a repair in their home, compared with 77.1% in 2024/25.
- 88.3% felt that their home was safe, compared with 83.4% in 2024/25.
- 76.0% agreed that we listen to and act on their feedback, compared with 73.1% in 2024/25.
- 81.7% said we keep them informed about the things that matter to them, compared with 75.8% in 2024/25.
- 87.8% said we treated tenants fairly and with respect, compared with 87.5% in 2024/25.
- 37.7% were happy with how we handled their complaint, compared with 41.5% in 2024/25.
- 72.2% said communal areas were clean and well maintained, compared with 63.4% in 2024/25.
- 60.4% said they were happy with how we dealt with anti-social behaviour in their neighbourhood, compared with 70.7% in 2024/25.
- 76.2% said we make a positive contribution to their neighbourhood, compared with 70.3% in 2024/25.
What this means
We’re pleased that overall satisfaction has improved, and we know there are still areas where we need to do better.
Satisfaction with complaint handling and how we deal with anti-social behaviour is not where we want it to be. We are looking closely at what tenants have told us and using this feedback to improve how we respond.
We’ll keep working to make the changes you want to see and to give you a good experience whenever you contact our team.
