Sharing our TSM results
Today we’re publishing our latest Tenant Satisfaction Measures (TSMs).
The Regulator of Social Housing introduced TSMs in April 2023, as a new system for assessing how well social housing landlords in England are doing at providing good quality homes and services. They give social housing tenants a way to compare their landlord’s performance against others and hold them to account.
In September 2024 and March 2025 we carried out our second set of Tenant Satisfaction Measure (TSM) surveys. Thank you to everyone who took part in one of these telephone interviews. We’ve compared the results with our TSM measures from last year, and we’re really pleased to see that customer satisfaction has improved in all areas apart from one.
Our TSMs told us:
- 71% of customers are satisfied with our overall services (67% in 23/24)
- 80% of customers are satisfied with our overall repairs service (67% in 23/24)
- 73% of customers are satisfied with the time taken to complete a repair (47% in 23/24)
- 81% of customers are satisfied that their home is well maintained (76% in 23/24)
- 86% of customers are satisfied that their home is safe (83% in 23/24)
- 69% of customers are satisfied that we listen to, and act on their views (67% in 23/24)
- 83% of customers are satisfied that we keep them informed about things that matter to them (73% in 23/24)
- 84% of customers agree that we treat them with fairness and respect (stayed the same)
- 41% of customers are satisfied without our approach to handling complaints (30% in 23/24)
- 65% of customers are satisfied that communal areas are clean and well maintained (55% in 23/24)
- 73% of customers are satisfied that we make a positive contribution to the neighbourhood (68% in 23/24)
- 72% of customers are satisfied with our approach to handling anti-social behaviour (62% in 23/24).
These statistics are the average of our responses from customers in rented homes and home ownership customers.
View our full TSM results on our website.
This autumn we’ll be sending all customers the latest edition of our At Home magazine which will include more details on our performance in 2024/25.
Want to share your views?
If you’re interested in sharing your views with us, we’re looking for enthusiastic people to join our customer groups. We’ve got vacancies on our Homes and Neighbourhoods, Scrutiny, and Care and Support Customer Voice panels.
This rewarding opportunity allows customers to be part of something that can really make a difference in their community.
Your time is rewarded with either payment or vouchers, whichever you prefer. Typically, we pay £50 for attending a two/three-hour meeting, along with expenses for travel.
