Tenant Satisfaction Measures

During September 2025, we visited you to ask some questions about our services as part of the Tenant Satisfaction Measures survey.

Why did we do this?

The Regulator for Social Housing (RSH) asks all housing providers to collect information from their residents to check how they’re feeling about their landlord. These are called the Tenant Satisfaction Measures (TSM) and were introduced in 2023.

There are 22 TSMs in total and they are split into two parts:

• 12 customer perception survey measures that are collected by surveying customers directly
• 10 performance measures that are collected through management performance information.

How did we do this?

Between 15-27 September 2025, we knocked on the doors of 27,602 homes to ask a few questions to residents on their doorstep.

See the full questionnaire

We completed the survey between 9.00am-6.30pm on weekdays and on Saturday morning between 9.00am-12.30pm to try and maximise the response rate.

Residents’ responses were collected via an app on each colleague’s mobile phone.

In previous years we've used a separate company to process the results however this year, we've invested in our systems and been able to do this ourselves significantly reducing costs. This means we're able to drill down into the results further by neighbourhood, and whether there are any patterns based on specific demographics or vulnerabilities. This in turn allows us to look at the services we provide and see where we can improve.  

How many residents did we speak to?

We received 5,198 responses which, although slightly lower than last year, still means that we got to speak to over a quarter of you. You can see the full results below.

We've analysed the results and our overall satisfaction score from our renters was 66% and 42% for our shared owners.

We'll be providing details here about what this means, where scores have improved, where we need to focus our efforts, and how we compare with other housing providers.