Your feedback, our focus: Latest Tenant Satisfaction Scores
Tenant Satisfaction Measures (TSMs) are questions set by the Regulator of Social Housing to help landlords understand how customers feel about the services they receive.
Every year, an independent company, TLF, asks customers about their experiences, and your answers help us see what’s working and what we need to improve.
This year, we’ve seen our highest scores since TSMs were introduced. This is a great sign that the changes we’re making are having a positive impact.
Below shows the percentage of customers who agree they are satisfied with different aspects of our offer:
What this means for you
More people are telling us they feel safe in their homes and are happier with repairs, which has been a key area of focus for us over the last year. Communication scores have also improved, showing we’re doing better at keeping you informed.
We know there’s still work to do, especially around complaints handling. While the score has improved, we’re continuing to make the process quicker and clearer.
Stay tuned for our Annual Complaints Performance and Service Improvement Report 2025/26 which will be shared on our website by September.
Your feedback shapes what we do next. If TLF contacts you, it’s safe to take part – your views really do help us to improve.
Learn more about TSM scores and what we’re doing to improve. Read more