TSM results for rented homes

Treating residents with respect 

We’re pleased that 82.0% of residents feel we treat them fairly and with respect. This is something we know matters deeply and is central to our HEART values. 

We’ve continued to focus on how our teams interact with residents. We’ve reinforced expectations around empathy, accountability and understanding individual resident needs at every contact. Every Southern Housing colleague has completed our customer services learning programme over the last year.

Safety 

More residents now feel their home is safe, with 80.4% reporting this. Safety remains a key priority for us. 

We continue to invest significantly in fire and building safety, alongside wider compliance and asset management programmes. We’re strengthening how we communicate about safety, so residents feel not only safe but reassured and informed about the work we’re doing to improve safety. 

Being well informed 

Many residents feel well informed, with 79.6% reporting this.  This is encouraging, though we know we need to be more consistent in how we keep residents updated. 

Over the last year, we’ve improved our communications by: 

• Reviewing and simplifying letters and standard communications 
• Working with our Resident Communications Group to make content clearer and more accessible 
• Starting to improve how and when we update residents about services, particularly repairs 
• Tailoring and localising communications to residents in specific areas. 

We’ve also started to simplify how residents contact us, making it easier to get updates and resolve issues. 

We know that communication is what really matters to our residents, so this continues to be a key focus for us. 

Repairs 

Satisfaction with how we maintain homes has improved, increasing from 71.5% last year to 73.6% in 2025/26, reflecting steady progress over the past year. Resident satisfaction with the overall repair service has also increased to 66.6%. 

Over the last year, we’ve delivered a high volume of repairs, reduced long-standing outstanding jobs and improved overall reliability. 

We’ve strengthened our repairs service by: 

• Expanding our in-house repairs team, improving oversight and consistency 
• Increasing van stock and improving access to materials to reduce delays 
• Using better diagnostics, including video support, to get repairs right first time 
• Reducing the number of outstanding jobs and repeat visits. 

We’ve also improved our Online Account, making it easier for residents to self-serve, by booking, tracking and managing repairs themselves. 

While this progress is positive, we know repairs are really important to our residents. We're continuing to focus on speed, quality and clear communication throughout the process. 

Our Service Promise 

As part of our TSM survey, we also ask about residents’ most recent contact with us. 

Results show most residents feel they’re treated with respect, and a strong proportion feel our colleagues take responsibility to help resolve their issue. 

We’ve been building on this by: 

• Strengthening ownership of enquiries and complaints 
• Focusing on resolving issues at the first point of contact 
• Encouraging teams to recognise and respond to residents’ individual needs. 
  
  

Our focus going forward 

While these results are positive, we know overall satisfaction is still shaped by a consistent level of service. Our priority is to build on what’s working well while improving: 

• Communication and keeping residents updated 
• First-time fixes and completion of repairs 
• Handling of complaints and resolving issues quickly 
• Addressing high‑impact issues such as damp and mould. 

This will help us deliver a more consistent and reliable service for all residents.