How we are doing: Tenant Satisfaction Measures (TSMs)
We welcome the TSMs as a proactive measure to allow customers and others to scrutinise our performance. Our focus is on core service delivery, being transparent and accountable to our customers.
In Spring 2025, we launched our Corporate Plan 2030 which includes our Great Customer Experience supporting strategy. This commits to improve our customer experience by making things easier, putting customers first, and positively impacting neighbourhoods.
In the last year, we have listened to our customers and improved services so it’s easier for customers to get the help they need, they receive clearer updates, and they see quicker action when something goes wrong. Customer feedback from surveys, complaints, day-to-day contact and customer groups helps us understand what is working well and where we need to improve.
What we have done this year to improve our services:
- Our new repairs service co-designed with customers has led to significant improvements since it launched in March 2025. This includes better satisfaction with repairs and improved response times for emergency and non-emergency repairs.
- We introduced new communal cleaning and grounds maintenance contracts.
- We gather customer feedback on these services regularly so we can keep refining and improving them.
- We are focused on using customer insight – such as TSM results, complaints themes, survey feedback and operational performance – to improve services to customers. This helps us better understand what drives customer satisfaction and dissatisfaction so we can put improvements in place where they will have the biggest impact for customers.
In April 2023 the Regulator of Social Housing introduced performance measures called Tenant Satisfaction Measures (TSMs) for councils and social housing landlords such as Housing Associations like us.
This is our third year of reporting performance against the TSMs. We monitor the TSMs throughout the year and share the results with our Resident Engagement Panel, Customer Experience Committee and Board.
The TSMs aim to:
- Strengthen customer rights by monitoring landlord performance on repairs, safety, value for money, customer service and complaints.
- Hold housing associations to account for their actions and give customers greater visibility of their performance.
The Regulator of Social Housing publishes TSM results for all social housing landlords each year.
We want to be transparent on our performance against the TSMs. You can see our TSM results for 2025/26 and how they compare with our 2024/25 results on this page.
Our TSM Performance 2025/26
Read a summary of our TSM performance in 2025/26 and how we performed in 2024/25
All Housing Associations collect information for 22 TSMs grouped in themes
How we gather data about our performance against the TSMs
We monitor the TSMs throughout the year and share the results with our Resident Engagement Panel, Customer Experience Committee and Board for review.
- Data for 12 TSMs is gathered through questions in our quarterly customer STAR survey carried out by Acuity Research & Practice Ltd. The 2025/26 data was collected from surveys completed between 18 June 2025 and 19 March 2026. Thank you to all 682 customers who took part.
- Data for 10 TSMs comes from information we collect and hold as part of running Brighter Places, including repairs, complaints, neighbourhood management and building safety data.
We report on performance in our twice-yearly customer newsletter. The spring/summer 2026 newsletter included how we’ve acted on customer feedback to improve our response to anti-social behaviour and repairs, plus updates on our work in communal areas and neighbourhoods. We will publish our latest TSM results in the autumn/winter 2026 newsletter.