Tenant Satisfaction Measure Results 2025

Our customers’ safety remains our top priority, which is why we’re proud to have completed 100% of all required safety checks again this year – including gas, fire, asbestos, water, and lift safety. While 80.3% of customers feel safe in their homes, we know there’s more to do, and we’re committed to making sure every customer feels secure and protected.

We’re also pleased that 74.4% of customers are satisfied with the overall service we provide. However, we’re not standing still. We’ll continue to focus on improving key areas such as repairs, complaints handling, and anti-social behaviour (ASB) responses to ensure more customers are happy with the services they receive.

We aim to deliver great services every time, but we know things can sometimes go wrong. When they do, we want to put things right quickly, keep customers informed, and make sure we follow through on our promises. This year, we responded to 96.4% of Stage 1 and 92.6% of Stage 2 complaints on time.

We also understand the serious impact that ASB can have on individuals and communities. That’s why we’re committed to working closely with local authorities, the police, and other partners to tackle and prevent ASB. With 71.2% of customers satisfied with how we handle ASB, we’ll continue to act quickly, take meaningful action, and keep customers informed every step of the way.

What’s next?

We have now submitted our performance to the Regulator of Social Housing and in Autumn 2025 the results for the whole sector will be published, so customers can see how we perform against others too.

We will be monitoring the action that we take from our TSMs, to make sure that it is delivering improvement for our customers. 

We have also now started to collect our TSM data for 2025-26 and will be reaching out to around 600 customers between now and March 2026 to take part in the survey. We really hope that as many customers as possible share their views with us.