Head Office: 0800 048 8955
We create places people are proud to call home
Tenant Satisfaction Measures (TSMs) were introduced by the Regulator of Social Housing to enable tenants to scrutinise our performance and give us insight about where we can improve.
A sample of customers are contacted to complete a telephone perception survey by Acuity, our contractor. Customers are also given the option to complete the survey in an alternative way, where needed.
Acuity consider the type of home, such as retirement living or general needs, as well as age of the customer, and the area in which they live, to separate the tenants into groups. A random sample of tenants from each group is then selected, to make sure the feedback represents as many different customers as possible.
You can see the most recent survey results below by quarter.
This feedback helps us to measure how well we are doing at providing good quality homes and services. We will share the results regularly to show you how we’re performing.
The perception surveys cover:
- Overall satisfaction
- Keeping properties in good repair
- Maintaining building safety
- Respectful and helpful engagement
- Effective handling of complaints
- Responsible neighbourhood management
Read more
April-June
July-September
October-December
Comparison
Overall Satisfaction
We were particularly pleased to see that so many of you say that your neighbourhood is a great place to live and that you feel safe in your home. Where you told us that there were areas for improvement, we are working hard to do better. See our ‘you said, we’re doing‘ page to find out more.
Overall satisfaction
79%
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
You should have a home that you can be proud of. Homes will be kept safe and in good condition. If any repairs need to be completed, these will be carried out to a decent standard and within the agreed timeframe.
Satisfaction with repairs
85%
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 repairs
85%
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
Satisfaction that your home is well maintained
80%
This score shows the proportion of respondents who report that they are satisfied that their home is well maintained.
x
Emergency response repairs completed within target timescale
86.6%
This score shows the proportion of emergency repairs completed within the landlords target timescale.
x
Non-emergency repairs completed within target timescale
87.4%
This score shows the proportion of non-emergency repairs completed within the landlords target timescale.
x
Maintaining building safety
We want you to feel safe in your home so we make sure that all the necessary safety checks are completed.
Satisfaction that your home is safe
85%
This score shows the proportion of respondents who report that they are satisfied that their home is safe.
x
Homes that do not meet the Decent Home Standard
2.5%
This number is the proportion of homes that currently do not meet the Decent Home Standard
x
Gas safety checks carried out
99.6%
This number is the proportion of homes of which all required gas checks have been carried out
x
Fire risk assessments carried out
99.6%
This number is the proportion of homes where all required fire risk assessments have been carried out
x
Asbestos management surveys or inspections carried out
100%
This number is the proportion of homes for which all required asbestos management surveys or inspections have been carried out
x
Legionella risk assessments carried out
100%
This number is the proportion of homes for which all required legionella risk assessments have been carried out
x
Communal passenger lift safety checks carried out
100%
This number is the proportion of homes for which all required communal passenger lift safety checks have been carried out
x
Respectful and helpful engagement
We will make sure that all information is easily available and that we are respectful and act on your feedback.
Satisfaction that tenant views are listened to and acted upon
71%
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 tenants are kept informed about things that matter to them
81%
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
Satisfaction that tenants are treated fairly and with respect
83%
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
We know that sometimes things go wrong and when this happens, we want to hear from you. We will learn from your feedback and improve our services. See our ‘you said, we’re doing’ page to find out more.
Satisfaction with the approach to handling complaints
51%
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 1 complaints per 1000
16.3
This score shows the proportion of respondents who report that they are satisfied that their landlord gives them the opportunity to make their views known.
x
Stage 2 complaints per 1000
2.7
This score shows the proportion of respondents who report that they are satisfied their landlord is easy to deal with.
x
Stage 1 complaints answered within Ombudsman timescales
97%
This score shows the proportion of stage 1 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
x
Stage 2 complaints answered within Ombudsman timescales
91%
This score shows the proportion of stage 2 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
x
Responsible neighbourhood management
We work in partnership with you, local agencies and partners to provide safe environments and promote good communication and relationships in our communities. We will listen and act on concerns raised by you about your neighbourhood.
Satisfaction that communal areas are clean and well maintained
76%
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
74%
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 approach to handling anti-social behaviour
66%
This score shows the proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour.
x
Number of anti-social behaviour cases per 1000 homes
9.6
This score shows the number of anti-social behaviour cases per 1000 homes
x
Number of anti-social behaviour cases involving hate crimes per 1000 homes
0.2
This score shows the number of anti-social behaviour cases involving hate crimes per 1000 homes
x
Overall Satisfaction
We were particularly pleased to see that so many of you say that your neighbourhood is a great place to live and that you feel safe in your home. We were also pleased to see that more of you feel we listen to your feedback and act on it, as well as improvements in satisfaction with how we handle complaints. Where you told us that there were areas for improvement, we are working hard to do better. See our ‘you said, we’re doing‘ page to find out more.
Overall satisfaction
86%
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
You should have a home that you can be proud of. Homes will be kept safe and in good condition. If any repairs need to be completed, these will be carried out to a decent standard and within the agreed timeframe.
Satisfaction with repairs
90%
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 repairs
90%
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
Satisfaction that your home is well maintained
86%
This score shows the proportion of respondents who report that they are satisfied that their home is well maintained.
x
Emergency response repairs completed within target timescale
85%
This score shows the proportion of emergency repairs completed within the landlords target timescale.
x
Non-emergency repairs completed within target timescale
86%
This score shows the proportion of non-emergency repairs completed within the landlords target timescale.
x
Maintaining building safety
We want you to feel safe in your home so we make sure that all the necessary safety checks are completed.
Satisfaction that the home is safe
91%
This score shows the proportion of respondents who report that they are satisfied that their home is safe.
x
Homes that do not meet the Decent Home Standard
2%
This number is the proportion of homes that currently do not meet the Decent Home Standard
x
Gas safety checks carried out
99.9%
This number is the proportion of homes for which all required gas safety checks have been carried out
x
Fire risk assessments carried out
100%
This number is the proportion of homes where all required fire risk assessments have been carried out
x
Asbestos management surveys or inspections carried out
100%
This number is the proportion of homes for which all required asbestos management surveys or inspections have been carried out
x
Legionella risk assessments carried out
100%
This number is the proportion of homes for which all required legionella risk assessments have been carried out
x
Communal passenger lift safety checks carried out
100%
This number is the proportion of homes for which all required communal passenger lift safety checks have been carried out
x
Respectful and helpful engagement
We will make sure that all information is easily available and that we are respectful and act on your feedback.
Satisfaction that tenant views are listened to and acted upon
77%
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 tenants are kept informed about things that matter to them
84%
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
Satisfaction that tenants are treated fairly and with respect
89%
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
We know that sometimes things go wrong and when this happens, we want to hear from you. We will learn from your feedback and improve our services. See our ‘you said, we’re doing’ page to find out more.
Satisfaction with the approach to handling complaints
43%
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 1 complaints per 1000
14
This score shows the number of Stage 1 complaints received per 1000 homes
x
Stage 2 complaints per 1000
2
This score shows the number of Stage 2 complaints received per 1000 homes
x
Stage 1 complaints answered within Ombudsman timescales
100%
This score shows the number of Stage 1 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
x
Stage 1 complaints answered within Ombudsman timescales
100%
This score shows the number of Stage 2 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
x
Responsible neighbourhood management
We work in partnership with you, local agencies and partners to provide safe environments and promote good communication and relationships in our communities. We will listen and act on concerns raised by you about your neighbourhood.
Satisfaction that communal areas are kept clean and well maintained
73%
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
77%
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 approach to handling anti-social behaviour
71%
This score shows the proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour.
x
Number of anti-social behaviour cases per 1000 homes
11
This score shows the number of anti-social behaviour cases per 1000 homes
x
Number of anti-social behaviour cases involving hate crimes per 1000 homes
0
This score shows the number of anti-social behaviour cases involving a hate crime per 1000 homes
x
Overall Satisfaction
The results from October to December show a decrease in overall satisfaction. Based on your feedback, we have identified additional areas to focus on improving and are working hard to do better. See our ‘you said, we’re doing‘ page to find out more.
Overall satisfaction
88%
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
You should have a home that you can be proud of. Homes will be kept safe and in good condition. If any repairs need to be completed, these will be carried out to a decent standard and within the agreed timeframe.
Satisfaction with repairs
87%
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 repairs
84%
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
Satisfaction that home is well maintained
81%
This score shows the proportion of respondents who report that they are satisfied that their home is well maintained.
x
Emergency response repairs completed within target timescale
91%
This score shows the proportion of emergency repairs completed within the landlords target timescale.
x
Non-emergency repairs completed within target timescale
87%
This score shows the proportion of non-emergency repairs completed within the landlords target timescale.
x
Maintaining building safety
We want you to feel safe in your home so we make sure that all the necessary safety checks are completed.
Satisfaction that the home is safe
89%
This score shows the proportion of respondents who report that they are satisfied that their home is safe.
x
Homes that do not meet the Decent Home Standard
2%
This number is the proportion of homes that currently do not meet the Decent Home Standard
x
Gas safety checks carried out
99.2%
This number is the proportion of homes of which all required gas checks have been carried out
x
Fire risk assessments carried out
100%
This number is the proportion of homes where all required fire risk assessments have been carried out
x
Asbestos management surveys or inspections carried out
100%
This number is the proportion of homes for which all required asbestos management surveys or inspections have been carried out
x
Legionella risk assessments carried out
100%
This number is the proportion of homes for which all required legionella risk assessments have been carried out
x
Communal passenger lift safety checks carried out
100%
This number is the proportion of homes for which all required communal passenger lift safety checks have been carried out
x
Respectful and helpful engagement
We will make sure that all information is easily available and that we are respectful and act on your feedback.
Satisfaction that tenants views are listened to and acted upon
76%
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 tenants are kept informed about things that matter to them
85%
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
Satisfaction that tenants are treated fairly and with respect
87%
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
We know that sometimes things go wrong and when this happens, we want to hear from you. We will learn from your feedback and improve our services. See our ‘you said, we’re doing’ page to find out more.
Satisfaction with the approach to handling complaints
47%
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 1 complaints per 1000
14
This score shows the number of Stage 1 complaints per 1000 homes
x
Stage 2 complaints per 1000
2
This score shows the number of Stage 2 complaints per 1000 homes
x
Stage 1 complaints answered within Ombudsman timescales
99.6%
This score shows the proportion of Stage 1 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
x
Stage 2 complaints answered within Ombudsman timescales
98%
This score shows the proportion of Stage 2 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
x
Responsible neighbourhood management
We work in partnership with you, local agencies and partners to provide safe environments and promote good communication and relationships in our communities. We will listen and act on concerns raised by you about your neighbourhood.
Satisfaction that communal areas are kept clean and well maintained
81%
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
78%
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 approach to handling anti-social behaviour
75%
This score shows the proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour.
x
Number of anti-social behaviour cases per 1000 homes
12
This score shows the number of anti-social behaviour cases reported per 1000 homes
x
Number of anti-social behaviour cases involving hate crimes per 1000 homes
0.37
This score shows the number of anti-social behaviour involving a hate crime cases reported per 1000 homes
x
Overall satisfaction
The results from October to December show a decrease in overall satisfaction. Based on your feedback, we have identified additional areas to focus on improving and are working hard to do better. See our ‘you said, we’re doing‘ page to find out more.
| Apr-Jun 2025 | Jul-Sept 2025 | Oct-Dec 2025 | |
| Overall satisfaction | 79% | 86% | 88% |
Keeping properties in good repair
We’re working to improve satisfaction with our repairs service. Find out about the improvements we’re making on our ‘you said, we’re doing‘ page.
| Apr-Jun 2025 | Jul-Sept 2025 | Oct-Dec 2025 | |
| Satisfaction with repairs | 85% | 90% | 87% |
| Satisfaction with time taken to complete most recent repair | 85% | 90% | 84% |
| Satisfaction that the home is well maintained | 80% | 86% | 81% |
| Emergency response repairs completed in timeframe | 88.6% | 85% | 91% |
| Emergency response repairs completed in timeframe | 87.4% | 86% | 87% |
Maintaining building safety
We’re pleased to see that most of you continue to feel safe in your home. Find out more about the improvements we’ve already made on our ‘you said, we did‘ page.
| Apr-Jun 2025 | Jul-Sept 2025 | Oct-Dec 2025 | |
| Satisfaction that the home is safe | 85% | 91% | 89% |
| Homes that do not meet Decent Homes Standard | 2.5% | 2% | 2% |
| Gas checks carried out | 99.6% | 99.9% | 99.2% |
| Fire risk assessments carried out | 99.6% | 100% | 100% |
| Asbestos management surveys or inspections carried out | 100% | 100% | 100% |
| Legionella risk assessments carried out | 100% | 100% | 100% |
| Communal passenger lift safety checks carried out | 100% | 100% | 100% |
Respectful and helpful engagement
We were pleased to see that more of you feel we treat you fairly and with respect. Based on the October to December results, we’ve identified additional areas where we can make improvements. Find out more on our ‘you said, we did‘ page.
| Apr-Jun 2025 | Jul-Sept 2025 | Oct-Dec 2025 | |
| Satisfaction that the landlord listens to tenant views and acts upon them | 71% | 77% | 76% |
| Satisfaction that the landlord keeps tenants informed about things that matter to them | 81% | 84% | 85% |
| Agreement that the landlord treats tenants fairly and with respect | 83% | 89% | 87% |
Effective handling of complaints
Whilst there has been a slight dip in satisfaction with our approach to handling complaints in October to December, we’re pleased to see that the results still show an improvement from the April to June surveys. Find out more about the improvements we’ve already made on our ‘you said, we did‘ page.
| Apr-Jun 2025 | Jul-Sept 2025 | Oct-Dec 2025 | |
| Satisfaction with the landlord’s approach to handling complaints | 51% | 43% | 47% |
| Stage 1 complaints per 1000 homes | 16.3 | 14 | 14 |
| Stage 2 complaints per 1000 homes | 2.7 | 2 | 2 |
| Stage 1 responses within Housing Ombudsman’s timescales | 97% | 100% | 99.6% |
| Stage 2 responses within Housing Ombudsman’s timescales | 91% | 100% | 98% |
Responsible neighbourhood management
We were really pleased to see continued satisfaction in responsible neighbourhood management and your neighbourhood as a place to live. Although there has been a slight dip in October to December, we’re pleased to see that the overall results show improvements in satisfaction with keeping communal areas clean and well-maintained. We’ve identified our approach to anti-social behaviour as an area for improvement, find out more on our ‘you said, we did‘ page.
| Apr-Jun 2025 | Jul-Sept 2025 | Oct-Dec 2025 | |
| Satisfaction that the landlord keeps communal areas clean and well maintained | 76% | 73% | 81% |
| Satisfaction that the landlord makes a positive contribution to neighbourhoods | 74% | 77% | 78% |
| Satisfaction with the landlord’s approach to handling anti-social behaviour | 66% | 71% | 55% |
| ASB cases per 1000 homes | 9.6 | 11 | 12 |
| ASB cases involving hate crime per 1000 homes | 0.2 | 0 | 0.37 |
