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We’ve published our latest Tenant Satisfaction Measures (TSMs), which reflect feedback from customers across Housing Plus Group. These measures form part of a national framework set by the Regulator of Social Housing to help tenants understand how well their landlord is performing.
They cover key areas including 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 are based on feedback collected throughout 2025/26, giving us a clear and robust picture of what we’re doing well and where we need to improve.
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How feedback is collected
Tenant Satisfaction Measures are designed to give tenants a voice in assessing landlord performance and identifying areas for improvement.
Between April 2025 and March 2026, we gathered feedback through perception surveys covering key areas such as:
- Overall satisfaction
- Keeping properties in good repair
- Maintaining building safety
- Respectful and helpful engagement
- Effective handling of complaints and anti-social behaviour (ASB)
- Responsible neighbourhood management
We worked with independent research partner Acuity Research & Practice Ltd to carry out the surveys using a mix of telephone and online methods.
A total of 2,240 customers completed the survey during 2025/26, providing a high level of statistical accuracy for customers across our 34,000 homes
To ensure the results fairly represent our customer base, we applied weighting by age profile, aligning responses with the overall tenant population.
All surveys were conducted independently, with no incentives offered for participation, ensuring feedback remains open, honest and unbiased.
You can learn more about our summary approach here.
This feedback is essential in helping us understand performance, identify priorities, and improve the services we deliver. We’re committed to continuing to share our results and using them to make meaningful improvements.
Read more
Rented customers
Shared owners
Sarah Watson, Chair – Service, Performance and Customer Experience Committee
I’m pleased to share the results of our Tenant Satisfaction Measures for 2025/26.
As a tenant myself, I approach these results just as much as a customer as I do a Board member. This report is important because it reflects what people living in Housing Plus Group homes are telling us about their experience over the past year.
It’s positive to see that overall satisfaction remains strong, with good progress in areas like repairs and how customers feel they are treated. These are the things that make the biggest difference day to day, so it’s encouraging that people are seeing improvements.
The results also highlight where Housing Plus Group needs to keep improving. The results show that repairs don’t always happen as quickly as they should, and that when things go wrong, we need to make it easier to get them put right.
As a Board, our role is to make sure your feedback leads to real changes, and that we stay focused on what matters most to customers.
Finally, I’d like to say a big thank you to everyone who has taken the time to share their views with us over the past year. Your feedback helps Housing Plus Group understand what they’re getting right and where they need to do better, and it plays a vital role in helping improve services.
Overall Satisfaction
This is a strong result and shows that most customers are happy with the services they receive. It means that, for most people, things are working well and they are having a positive experience day to day.
We’ve also seen improvement compared to last year, which tells us that the changes we’ve been making, particularly in key areas like repairs and customer service – are starting to make a difference.
We know this isn’t the experience for everyone and for some customers, things are still not working as they should.
Our focus is on understanding those experiences better and making sure that more customers can rely on getting a good, consistent service every time they need us.
Overall satisfaction
82.6%
x
Keeping properties in good repair
Repairs are one of the most important services we provide, and it’s encouraging that many customers are seeing improvements.
Customer satisfaction with repairs has improved and more people are having a positive experience when they need work done in their home.
However, we know that when repairs are delayed, it can be frustrating and disruptive. Even if the repair is completed well in the end, waiting longer than expected can impact comfort, routine, and sometimes safety.
What we’re doing next
- Improving how repairs are planned and delivered
- Working towards offering quicker, more responsive repairs, including same day where possible
Satisfaction with repairs
86.8%
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
85.9%
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
0.3%
This score shows the proportion of homes that do not meet the Decent Homes Standard.
x
Non-emergency responsive repairs completed within target timescale
80.7%
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
87.8%
This score shows the proportion of emergency responsive repairs completed within the landlord’s target timescale.
x
Satisfaction that home is well maintained
83.2%
This score shows the proportion of respondents who report that they are satisfied that their home is well maintained.
x
Maintaining building safety
Our strong safety performance shows we are doing the right things to protect customers and meet our responsibilities.
We continue to focus on maintaining and improving homes over time, not just meeting minimum requirements.
What we’re doing next
• Continuing to invest in improving existing homes
• Focusing on homes that need additional work or upgrades
Satisfaction that the home is safe
87.6%
This score shows the proportion of respondents who report that they are satisfied that their home is safe.
x
Gas safety checks
100%
This score shows the proportion of homes for which all required gas safety checks have been carried out.
x
Fire safety checks
99.9%
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
100%
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
Respectful and helpful engagement
These results show that the way we interact with customers is important and generally positive.
We’ve also made progress in how customers feel about being listened to, which is encouraging.
Some customers still don’t feel fully heard, and we need to keep improving how we involve customers and respond to their views.
What we’re doing next
- Making better use of feedback to shape services
- Increasing opportunities for customers to get involved and share their views
Satisfaction that the landlord listens to tenant views and acts upon them
74.6%
This score shows the proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them.
x
Satisfaction that the landlord keeps tenants informed about things that matter to them
82.7%
This score shows the proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them.
x
Agreement that the landlord treats tenants fairly and with respect
86.0%
This score shows the proportion of respondents who report that they agree their landlord treats them fairly and with respect.
x
Effective handling of complaints
Responding more quickly is an important step forward and shows improvement in how services are managed.
These results highlight that responding quickly is not enough on its own. What matters most to customers is whether their issue is understood and properly resolved. When this doesn’t happen, it can lead to frustration and the need to take complaints further.
We need to make sure that when something goes wrong, we put it right in a way that feels fair and complete.
What we’re doing next
- Focusing on improving how complaints are resolved
- Making sure we learn from complaints to improve services
Satisfaction with the landlord’s approach to handling complaints
46.6%
This score shows the proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling.
x
Stage one complaints per 1,000 homes
60.1
This score shows the number of stage one complaints received per 1,000 homes.
x
Stage two complaints per 1,000 homes
9.3
This score shows the number of stage two complaints received per 1,000 homes.
x
Stage one complaints responded to within Complaint Handling Code timescales
98.9%
This score shows the proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
x
Stage two complaints responded to within Complaint Handling Code timescales
94.2%
This score shows the proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
x
Responsible neighbourhood management
These results show that many customers feel their area is being looked after and remains a good place to live.
Anti-social behaviour can have a serious impact on people’s sense of safety and wellbeing. Even if satisfaction is reasonably positive, higher levels of reported issues show that this remains a concern for some communities.
We need to continue improving how we prevent problems and support customers when issues arise.
What we’re doing next
• Strengthening how we respond to anti-social behaviour
• Working more closely with local communities and partners
Satisfaction that the landlord keeps communal areas clean and well maintained
77.3%
This score shows the proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained.
x
Satisfaction that the landlord makes a positive contribution to neighbourhoods
75.7%
This score shows the proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood.
x
Satisfaction with the landlord’s approach to handling anti-social behaviour
69.3%
This score shows the proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour.
x
Anti-social behaviour cases opened per 1,000 homes
26.4
This score shows the number of anti-social behaviour cases, opened per 1,000 homes.
x
Anti-social behaviour cases that involve hate incidents opened per 1,000 homes
0.5
This score shows the number of anti-social behaviour cases that involve hate incidents, opened per 1,000 homes.
x
Over the past year, we’ve seen positive progress in many of the services that matter most to customers. We’ve made clear improvements in areas like repairs and maintenance and the way we keep homes safe. We’ve also received encouraging feedback about day-to-day services and the way customers are treated.
At the same time, we know there is more to do. We need to make sure repairs are completed more quickly and reliably, and that when something goes wrong, complaints are resolved in a way that feels fair and gets things put right first time. We also recognise the impact that anti-social behaviour can have on customers’ lives, and the need to continue improving how we prevent and respond to it.
By continuing to listen to feedback and act on what customers tell us, we will keep working to improve services and continue to create places people are proud to call home.
We’ve published our latest Tenant Satisfaction Measures (TSMs), reflecting feedback from customers living in our low-cost home ownership homes, including shared ownership.
These measures are part of a national framework introduced by the Regulator of Social Housing to help customers understand how well their landlord is performing.
They cover key areas such as safety, neighbourhood management, communication, complaint handling and overall satisfaction. This page shows the results for customers living in our low-cost home ownership homes.
This year’s results are based on feedback collected during 2025/26, giving us a clear picture of what we’re doing well and where we need to improve.
We remain committed to listening, learning and improving. Your feedback helps us shape our services and make meaningful changes that matter to you.
.
How feedback is collected
Tenant Satisfaction Measures are designed to give customers a voice in assessing landlord performance and identifying areas for improvement.
Between November 2025 and March 2026, we gathered feedback through perception surveys covering key areas such as:
- Overall satisfaction
- Safety of the home and communal areas
- Neighbourhood management and anti-social behaviour (ASB)
- Communication and customer service
- Complaint handling
- Opportunities to share feedback
We worked with independent research partner Acuity Research & Practice Ltd to carry out the surveys using a mix of telephone and online methods.
A total of 340 customers completed the survey, covering our 1,294 low cost home ownership homes, achieving a ±4.6% margin of error, which exceeds the level required by the Regulator.
To ensure the results fairly represent our customer base, we applied weighting by landlord, alongside other demographic factors.
All surveys were conducted independently, with no incentives offered for participation, ensuring feedback remains open, honest and unbiased.
We have also published our summary of approach, which you can find here.
This feedback is essential in helping us understand performance, identify priorities and improve the services we deliver. We are committed to sharing our results and using them to drive continuous improvement.
Read more
Sarah Watson, Chair – Service, Performance and Customer Experience Committee
As a tenant and Board member, it’s important to me that all customers, have a good experience and feel supported.
This report focuses on the experience of Housing Plus Groups shared ownership customers, and it’s clear that this isn’t always where it needs to be. While there are some positive signs, particularly around safety and faster responses to complaints, we know that many customers as well informed as they should.
These results paints a clear picture of what needs to improve. As a Board, we will continue to focus on making sure shared ownership customers’ views are heard and that services improve in the areas that matter most.
Thank you to everyone who has shared their feedback with us this year, it plays a vital role in helping us understand your experience and make changes for the better.
Looking ahead
These results show that while there are some positives – particularly around safety and the speed of complaint responses – there is more to do to improve the overall experience for shared ownership customers.
Many customers do not currently feel as listened to, informed, or supported as they should, and this is reflected in lower satisfaction levels. We recognise this gap and are focused on understanding these experiences better so that we can make meaningful improvements.
By continuing to listen to feedback and focus on what matters most to shared ownership customers, we will work to provide a more consistent, positive experience for everyone.
