Tenant Satisfaction Measures quarterly update
Our quarterly update of our Tenant Satisfaction Measures (TSMs) reporting.
Welcome to our quarterly update of our Tenant Satisfaction Measures (TSMs) reporting
We create a detailed annual report for our TSMs with commentary and we also update our performance against the TSMs every quarter on this page, where you can see the latest results from all 22 TSMs.
We measure our performance against a set of industry-standard metrics introduced by the Regulator for Social Housing in April 2023.
It’s important you share your feedback to help us get the best picture of how we’re performing, as this will allow us to improve our services and meet your needs now and in the future.
The below update shows TSM results from: Q2 2026/27.
Overall satisfaction
Overall satisfaction
Keeping properties in good repair and maintaining building safety
Satisfaction with repairs
Satisfaction with most recent repair time
Satisfaction that the home is well-maintained
Homes that don't meet the Decent Homes Standard
Non-emergency repairs completed with target timescales
Emergency repairs completed within target timescale
Responsible neighbourhood management
Satisfaction that the landlord keeps communal areas clean and well maintained
Satisfaction that the landlord makes a positive contribution to neighbourhoods
Anti-social behaviour cases relative to the size of the landlord per 1000 homes
0.77 of cases involving hate crime incidents per 1000 homes
Satisfaction with the landlord's approach to handling anti-social behaviour
Maintaining building safety
Satisfaction that the home is safe
Gas safety checks
Fire safety checks
Respectful and helpful engagement
Listens to tenants' views
Treats tenants fairly and with respect
Keeps tenants informed
Effective handling of complaints
Overall satisfaction with handling complaints
Stage 1
complaints relative to the size of the landlord per 1000 homes
Stage 2
complaints relative to the size of the landlord per 1000 homes