Tenant Satisfaction Measures
This is the second year we’ve reported our performance based on the Regulator of Social Housing’s Tenant Satisfaction Measures (TSMs). The regulator designed these measures to improve the quality of social housing.
They assess how well landlords are doing with providing good quality homes and services.
The measures focus on six key themes:
- Overall satisfaction
- Keeping properties in good repair
- Maintaining building safety
- Respectful and helpful engagement
- Effective handling of complaints
- Responsible neighbourhood management.
There are 22 measures: 12 of these measures come directly from a customer survey carried out by a market research company called IFF Research. 10 come from the information we hold on our operational performance.
The following results cover the financial year 2024/2025 and have also been shared with the Regulator of Social Housing. The results compare our performance for this year with the previous year and provide a peer median comparison. This is the average score of all Registered Providers of social housing with 1,000 or more units of social housing stock.
Key:
- Low Cost Rental Accommodation (LCRA) - This includes for example general needs, supported housing, intermediate rent, and temporary social housing.
- Low Cost Home Ownership (LCHO) - This includes, for example, shared ownership properties (which have not been fully staircased).
*Percentage indicates level of satisfaction
*Peer Median from 23-24 TSM performance excludes CHP Performance