Tenant satisfaction measures (TSMs) 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 this information so you can see where we’re doing well, and where we need to improve.
The Regulator calls this information Tenant Satisfaction Measures (TSMs), introduced from 2023/24. The satisfaction scores below are for 2025/26 and are based on responses from customers living in our homes.
For the year 2025/26
74% of customers said they are satisfied with the overall service they receive from us.
Overall satisfaction has remained stable compared with last year, with strong performance in repairs and safety, and clear areas where we need to improve, particularly complaints handling and communication.
How TSMs work
We carry out an independent survey each year to understand how customers feel about their home and the services we provide.
In 2025/26, we worked with Acuity, a specialist research company, to carry out this survey using a mix of telephone and face to face interviews. This approach helps us reach a wide range of customers and make sure the results are representative.
We completed over 900 surveys during the year, giving us a high level of statistical accuracy and confidence in the results.
The survey asks customers about their experience across key areas, including repairs, safety, communication and neighbourhood services. These questions are set nationally using the Tenant Satisfaction Measures from the Regulator of Social Housing.
We use this feedback to understand what matters most to customers, where we are performing well, and where we need to improve.
The things you tell us are important, and we use this feedback to make changes and improve the services we provide.