We always want to improve the services we provide. To help us do that, we review our performance regularly and appreciate the feedback we receive, which helps us to do this.
Tenant Satisfaction Measures (TSM’s) were introduced as part of the Social Housing Regulation Act. The Regulator of Social Housing uses the measures to make sure that all social landlords are looking after homes and neighbourhoods, keeping people safe, effectively handling complaints, and treating customers with fairness and respect.
The results are very important to us. We use them to decide which services need to improve, and we work with our customer group InFocus about how to do this. We are analysing this year’s results to see how different customer groups and locations compare. We will also show how we compare to other landlords later in the year when this information is available.
You can learn more about how to get involved, how we have used customer feedback, and see the latest report from InFocus on our getting involved webpage.
The results for 2024/25 are below, as well as our previous reports.
Previous reports
How do we get our results?
For our 2024/25 results, throughout the year we surveyed:
- 2,114 customers in rented accommodation.
- 589 homeowners.
To make sure our results represent people living in our homes, we have to ask a minimum number of customers. We are pleased to say that we received enough responses to our surveys to meet the required number.
A list of customers was randomly produced by a computer. This list of customers is often known as a sample.
The customers are then included in a list to contact and see if they would like to take part in the survey. No customer could be included more than once during the year.
Our Research and Insight team carried out the surveys. For customers renting their home, most were done by telephone (96.5%), with a smaller number being done by post (3%) or internet (0.5%). For homeowners, most were done by phone (93.8%), and some by internet (6.2%).
Our Research and Insight team check that the feedback represents our wider customers in a number of areas, including customer age, ethnicity, the region and type of property they live in.
We produce a more detailed report about how we collect our results: