Customer satisfaction 2025-26
We're required to report back to the Regulator of Social Housing on the work we do and what our customers think about it. We're also required to publish that information so that you can see where we're doing well, and where we need to improve. The Regulator calls this information Tenant Satisfaction Measures (TSMs).
In 2025/26, 78% of customers who live in a rented home said they were satisfied with the overall service from NCHA, their landlord. For home owners, this figure was 56%. (Last year these figures were 78% and 59%.)
Satisfaction
78% of customers who live in a rented home said they are satisfied with the overall service from NCHA, their landlord. For home owners, this figure was 56%. (Last year these figures were 78% and 59%.)
Repairs
75% of customers who live in a rented home and received a repair in the last 12 months were satisfied with the overall repairs service. (Last year, this figure was 80%.) This measure does not apply to home owners.
Time taken
71% of customers who live in a rented home and received a repair in the last 12 months were satisfied with the time taken to complete their most recent repair. (Last year, this figure was 73%.) This measure does not apply to home owners.
Maintenance
82% of customers who live in a rented home said they are satisfied that their home is well maintained. (Last year, this figure was 81%.) This measure does not apply to home owners.
Safety
88% of customers who live in a rented home said they are satisfied that their home is safe. For home owners, this figure was 86%. (Last year these figures were 86% and 85%.)
Listening
74% of customers who live in a rented home said that NCHA listens to and acts on tenants' views. For home owners, this figure was 54%. (Last year these figures were 75% and 57%.)
Informing
82% of customers who live in a rented home said that NCHA keeps them informed about the things that matter to them. For home owners, this figure was 76%. (Last year these figures were 83% and 81%.)
Respect
88% of customers who live in a rented home said NCHA treats them fairly and with respect. For home owners, this figure was 75%. (Last year these figures were 86% and 80%.)
Complaints
47% of customers who live in a rented home and had made a complaint in the last 12 months said that they were satisfied with the way we handled it. For home owners, this figure was 31%. (Last year, these figures were 46% and 30%.)
Cleanliness
73% of customers who live in a rented home in a property with communal areas said they were satisfied that those areas are kept clean and well-maintained. For home owners, this figure was 47%. (Last year, these figures were 75% and 48%.)
Neighbourhood
73% of customers who live in a rented home said that they felt NCHA makes a positive contribution to the neighbourhood. For home owners, this figure was 59%. (Last year, these figures were 75% and 66%.)
Anti-social behaviour
72% of customers who live in a rented home said that they were satisfied with NCHA's approach to handling anti-social behaviour. For home owners, this figure was 57%. (Last year, these figures were 77% and 58%.)
We’re now rolling out initiatives to address the key areas we want to improve. Take a look what we’re doing to turn your feedback into action.
In the report we submit to the Regulator of Social Housing, there are two main aspects covered by the Tenant Satisfaction Measures (TSMs):
- Management information - this covers things like safety checks on buildings, the way we handle reports of anti-social behaviour, and our approach to dealing with complaints.
- Customer satisfaction - our customers are surveyed by an independent organisation, and asked for their views on the services we deliver.
Download our full report to the Regulator of Social Housing [PDF] to see the full figures on how we are performing.
Download the summary of our surveying approach and questionnaire used [PDF].
