We’ve published our Tenant Satisfaction Measures (TSM) results for 2025/26, giving customers a clear picture of how we’re performing as a landlord and where we need to improve.  The results show we’re making positive progress with improvements across a number of key services, but we know there’s still more we need to do.

What are the TSMs?

Tenant Satisfaction Measures (TSMs) are a set of standards introduced by the Regulator of Social Housing to help customers understand how well their landlord is performing.  They measure the things that matter most to customers, including repairs, building safety, customer service, compliant handling and neighbourhood management.  They also make it easier to compare performance across social housing providers and hold landlords accountable for the services they deliver.

What are our results telling us?

This year, customers told us they have seen improvements in the services we provide.  Overall satisfaction increased, and one of the biggest improvements was in our repairs service, with satisfaction from 58.4% to 69.1%.  This reflects the work we’ve done to redesign our repairs service with customers and improve response times.

And, this year, 56.4% of our customers told us that they felt we listened and acted on customer feedback.  This is an 8.9% increase on the year before.

We’re pleased with the progress we’ve made, but we know there is more to do.  In particular, customers tell us that sometimes we don’t keep them updated or do what we say we will do.  And customers living in flats with shared spaces want to see improvements to the condition and security of communal areas.  These are key priorities for us as we continue to improve our services.

Over the last year we’ve listened to customer feedback from surveys, complaints, customer groups and day-to-day conversations.  This feedback has helped shape improvements including: –

• Launching our investment in communal areas including upgrades to hallways and communal area flooring, as well as a pilot scheme to upgrade doors and entry systems.
• Creating a bigger, more specialised anti-social behaviour (ASB) team
• A greater focus on using customer experience and feedback to drive service improvements.

You said….

We have a communal front door that constantly breaks, a few of us have reported it.  It gets fixed then breaks again. (September 2025)

 We did …..

We surveyed all communal areas and invested £731,000 over two years (to 2026) to improve communal blocks. (Read more in our Summer 2026 Brighter News, page 11)

You said ….

I rang on numerous occasions and emailed in response to the anti-social behaviour of a neighbour, but I have had no response. (June 2025)

 We did…..

In 2025 we set up a bigger and more specialist ASB team.  They provide support, follow up on all reports and use trusted local partners.  Customers now say they feel better supported.  (Read more in our Summer 2026 Brighter News, page 8)

Help share our services

Your feedback plays a vital role in helping us improve.  Whether you have a suggestion, concern or want to share your experience, we’d love to hear from you.  Please email enagement@brighterplaces.co.uk or call 0117 942 4600

Read our full 2025/26 TSM results and see how we’re preforming.