TSM results for homeowners

Living in a safe home (56.5%) is the biggest area of satisfaction for Home Ownership residents. Whilst this area has scored well, the results show there is still room for improvement. We continue to strive for the highest standards when it comes to fire and building safety and we invest significantly in improving safety in our homes. You can read more about what we’ve done and continue to do in our commitment to fire and building safety.

Being treated fairly and with respect (55.0%) is the second highest satisfaction measure. This is one of our central values and we’ll continue to prioritise this approach. 

Neighbourhood as a place to live (84.5%)* scored positively, showing that on the whole residents are satisfied with their neighbourhood. We know that keeping estates and communities well-maintained matters to residents. 

Keeping residents informed (54.8%) is higher than the overall satisfaction and stayed stable across the year. However, feedback regarding not being kept up to date with progress and issues not acted upon are the main concerns identified.

*Please note: This is a service promise question not a TSM.

Listens and Acts scored 27.2%, making it the second-lowest satisfaction area. Homeowners have made it clear: they want to be heard, see real action taken, and stay updated throughout the process. That’s why we’ve worked closely with our Homeowners’ Panel to create new Spotlight Reports, helping us focus on the issues that matter most to you such as service charges and clarity around costs. We’ve a dedicated project team working to transform our service charges with improved accuracy and holding managing agents to account. 

We also launched our first ‘Life in Focus’ survey, inviting homeowners to share their lived experiences and the challenges they face day to day. Looking ahead, we’ll be using this feedback to design and deliver our services, ensuring services are not just more efficient, but aligned with what works best for our homeownership residents.

Complaints

Complaints handling (16.1 %) has the lowest satisfaction score amongst all the results and we’re determined to improve..

We’re investing in better training and coaching for both complaints and operational teams, informed by resident feedback and internal data. We’re also upgrading our systems and refining our processes to make complaint handling more consistent, timely, and empathetic. We will continue to work with residents on the Complaints Panel to identify improvements in communication, quality and compliance.

We’ve also improved our response times:

• 95% of new complaints are now acknowledged within 5 working days
• 90% are responded to on time

We’re committed to continuing this progress and making sure resident’s concerns are heard and resolved quickly.

Anti-social behaviour (ASB)

We understand that ASB handing is a key concern for residents. At (38.6%) it’s just above the overall satisfaction and Contribution to Neighbourhood (40.8%). That’s why it remains a top priority for us and we’re committed to making meaningful improvements.  Our new ASB and Good Neighbourhood procedures help residents agree solutions to issues, rather than seek to find fault or blame. We’ve also seen that improved communications, timely case updates, and tailored responses are crucial, so we’re addressing these through updated colleague training and clearer guidance.

Communal areas

We’re working to improve satisfaction with the cleanliness and upkeep of communal areas, which currently stands at 46.1%.

We’ve heard from homeowners about the standards they expect and the importance of receiving good value for money. That’s why we’re making changes to deliver a better, more transparent service.

One big step we’ve taken is bringing more of our cleaning and grounds maintenance services in-house. You may have already noticed our friendly Southern Housing team members on-site in our uniform, making them easy to spot and accountable for the work they do.

We’re also improving how we calculate, review, and charge for these services, so you can see exactly what you’re paying for. By managing these services ourselves, we can offer clearer communication, better quality, and better value for money.