Your feedback, our focus
What customers told us
Every year, independent research company TLF asks customers about their experiences of Great Places. These Tenant Satisfaction Measures (TSMs) help us understand what’s working well and where we need to improve.
Our results for the first six months of 2026/27 show positive feedback in a number of areas that matter most to customers. Satisfaction with feeling safe in the home, building maintenance and the speed of repairs has improved compared with last year, while overall satisfaction remains strong. We’re also pleased to see positive progress in areas including keeping customers informed and our contribution to neighbourhoods and communities.
While we’re encouraged by these results, the feedback also highlights where customers want us to do better. Complaints handling, communal areas and how customers feel we listen and act on feedback remain key priorities, and we’re continuing to focus on improvements across these services.
You’ll find more about this work throughout this magazine.
Your feedback helps us decide what to focus on next, so if TLF contacts you by phone, email or text, it’s safe to take part. As our independent research partner, they help us gather honest feedback to help us focus on what we need to improve or continue doing.
Making it easier to stay informed
We’re making it easier for you to find out how Great Places manages homes and delivers services. From October 2026, a new statutory transparency framework known as the Social Tenant Access to Information Requirements (STAIRs) will mean we publish more information about the decisions we make and how our services are performing. It’s all about being open, transparent and helping you access the information that matters to you.