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We create places people are proud to call home
We’ve published our latest Tenant Satisfaction Measures (TSMs) for the first time as a combined organisation following the merger of Housing Plus Group and The Wrekin Housing Group.
These measures are part of a national framework introduced by the Regulator of Social Housing to help tenants understand how well their landlord is performing. They cover key areas such as repairs, safety, complaint handling, and overall satisfaction. This page shows the results for customers living in our low-cost rental accommodation.
These measures are part of a national framework introduced by the Regulator of Social Housing to help tenants understand how well their landlord is performing. They cover key areas such as repairs, safety, complaint handling, and overall satisfaction. This page shows the results for customers living in our low-cost rental accommodation.
This year’s results reflect feedback from customers across our new combined organisation, giving us our clearest picture yet of what we’re doing well and where we need to improve.
We remain committed to listening, learning and improving. Your feedback continues to shape our services and drive real changes that matter to you.
How feedback is collected
Tenant Satisfaction Measures are designed to give tenants a voice in assessing landlord performance and highlighting areas for improvement. Since April 2024, we’ve been gathering feedback through perception surveys, focusing on key areas such as:
- Overall satisfaction
- Keeping properties in good repair
- Maintaining building safety
- Carrying out safety checks
- Respectful and helpful engagement
- Effective handling of complaints and antisocial behaviour (ASB)
- Responsible neighbourhood management
We worked with independent research companies CX Feedback, Pexel Research Services and Acuity to carry out the surveys by phone and email. A total of 2,748 customers completed this survey in 2024-25.
We also used alternative methods to collect views from a small number of customers in our learning disability schemes.
To ensure fair representation, we applied a method called weighting, adjusting results by age group, where satisfaction levels varied the most. You can view the full survey questions and read more about our approach on our survey approach page.
This feedback is vital in helping us measure how we’re doing and where we can improve. We’re committed to sharing results regularly and using them to enhance the services we provide.
Read more
Rented customers
Shared owners
This is the first Tenant Satisfaction Measures (TSM) report for the new Housing Plus Group, formed in January 2025 following the merger of Wrekin Housing Group and the former Housing Plus Group. Together. We now provide homes and services to over 33,000 households across our communities.
As a newly merged organisation, we are in a period of change and integration. We are working hard to bring together the best of both organisations to create a stronger, more efficient housing association – one that puts customers at the heart of everything we do.
To reflect our commitment to openness and transparency, we’ve chosen to present joint results across the new organisation. This means you can see how we’re performing as a whole, and how we plan to keep improving as we move forward together.
Kevin Morgan, Chair – Service, Performance and Customer Experience Committee
“I’m pleased to share with you our first Tenant Satisfaction Measures (TSM) report since the merger of Housing Plus Group and The Wrekin Housing Group. This marks an important step for us as a new organisation, bringing together our combined experience, strengths and ambitions to deliver even better services for our customers.
This report is based on your feedback – and I’d like to thank everyone who took the time to share their views. Listening to our customers is vital to understanding what we’re doing well and, just as importantly, where we need to do better. Your voice helps shape the services we provide and is central to our commitment to create places people are proud to call home,
We’re proud to see strong performance in several key areas. Many of you told us that you feel safe in your homes, that your neighbourhoods are good places to live, and that you are treated with fairness and respect.
However, we know there are areas where improvement is needed. Some of the feedback highlighted concerns around how we deal with anti-social behaviour (ASB), and levels of satisfaction with repairs carried out over the past 12 months were not where we want them to be. We take this feedback seriously and are already putting in place measures to address these issues. We’re bringing our local teams and repairs services closer to the communities they serve, so we can respond more quickly and understand your needs better. These changes will help us give you a better service and make it easier for our teams to work together to support you. We are also investing heavily in our repairs service to reduce response times and ensure we get more of these issues right first time.
This report is more than just a snapshot of current performance – it’s a tool to help us learn, adapt and grow. As a newly merged organisation, we are committed to building a strong and responsive service for all our tenants. We know there’s more to do, and we’re focused on making the changes needed to deliver a better experience for everyone who lives in our homes.”
Overall Satisfaction
Thank you for sharing your views. We’re pleased so many of you feel safe in your homes and proud of your neighbourhoods. Many of you are also happy with how we maintain and repair your homes.
We know there’s more to do, especially around complaints handling, communication, and making it easier to deal with us. We’re working hard to improve in these areas and will keep listening to what matters most to you.
Overall satisfaction
80.2%
This score shows the proportion of respondents who report that they are satisfied with the overall service from their landlord.
x
Keeping properties in good repair
We aim to create places people are proud to call home. This means keeping properties safe and in good condition, and ensuring repairs are completed to a high standard within agreed timeframes.
Satisfaction with repairs
82.2%
This score shows the proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service.
x
Satisfaction with time taken to complete most recent repair
80.6%
This score shows the proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair.
x
Homes that do not meet the Decent Homes Standard
0.1%
This score shows the proportion of homes that do not meet the Decent Homes Standard.
x
Non-emergency responsive repairs completed within target timescale
80.5%
This score shows the proportion of non-emergency responsive repairs completed within the landlord’s target timescale.
For Homes Plus, these targets are as follows:
- Non-gas repairs – 17 calendar days
- Urgent gas repairs are categorised by the complexity and urgency of completing the works. For example:
- We aim for urgent repairs within 5 days where they include parts within a boiler that are easily available and affect the heating system
- Where repairs are more complex, we aim for 10 day urgent repairs. This may be where numerous parts are required, or where repairs are to a system or plant that is not easily available such as older or lesser manufactured boiler and parts. This can also include repairs with less urgency, like a radiator valve.
For the Wrekin Housing Group, this target is 28 days.
x
Emergency responsive repairs completed within target timescale
88.8%
This score shows the proportion of emergency responsive repairs completed within the landlord’s target timescale.
For Homes Plus, these targets are as follows:
- For emergency gas repairs – attend within 6 hours
- For all other emergency repairs – attend within 4 hours
For the Wrekin Housing Group, the target is within 24 hours.
x
Satisfaction that home is well maintained
80.1%
This score shows the proportion of respondents who report that they are satisfied that their home is well maintained.
x
Maintaining building safety
Your home should always be a safe place to live. This section reflects our performance in key safety areas, including gas servicing, fire safety, and checks in communal areas.
Satisfaction that the home is safe
85.1%
This score shows the proportion of respondents who report that they are satisfied that their home is safe.
x
Gas safety checks
99.9%
This score shows the proportion of homes for which all required gas safety checks have been carried out.
x
Fire safety checks
100%
This score shows the proportion of homes for which all required fire risk assessments have been carried out.
x
Asbestos safety checks
100%
This score shows the proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.
x
Water safety checks
96.3%
This score shows the proportion of homes for which all required legionella risk assessments have been carried out.
x
Lift safety checks
100%
This score shows the proportion of homes for which all required communal passenger lift safety checks have been carried out.
x
