Each year we share our Tenant Satisfaction Measure (TSM) results with you. The TSMs are a set of measures that tell you how well we’re doing at providing quality homes and services.

Over the last year we’ve surveyed 2,336 residents in our rented homes to find out what they think about our services. We’re pleased to say that overall satisfaction is up from 63% last year, to 67% this year. We’ve also seen increased satisfaction in 11 out of the 12 measures. Here’s what you told us: 

67% Overall satisfaction
82% Fair and respectful
80% Safe home
80% Keeps residents informed
76% Contribution to neighbourhood
74% well maintained home
71% Communal areas
67% Overall repair
64% Speed of repair
63% Listens and acts
62% ASB handling
35% Complaints handling

How are we delivering on our service promise?

91% Treated with respect
76% Staff took responsbility
72% Doing what we said we would
67% Kept informed
66% Listened, learnt & put right
See the full TSM results

Acting on your feedback

We use feedback from the TSMs to listen, learn, and improve services for residents:

80% of residents feel safe in their home. We remain committed to investing in fire, building and resident safety.

80% of residents tell us they feel well informed. We continue to work closely with our Resident Communications Group to make communications clearer and more accessible. 

Your satisfaction with how we maintain homes has improved, increasing from 72% last year to 74% this year.  We’ve strengthened our repairs service by:

  • Expanding our in-house repairs team, fleet of vans and access to supplies
  • Using better diagnostics, including video support, to get repairs right first time
  • Reducing the number of outstanding jobs and repeat visits.

Satisfaction with complaints handling remains one of our lowest scoring areas at 35%, and making improvements in this area is a priority for us. We continue to improve complaint handling through better training, stronger processes and resident feedback. Most complaints are now acknowledged and responded to within target timescales.

We know ASB continues to be an important issue for residents, and your feedback shows we need faster action and clearer communication. We’re improving this by providing clear guidance and training for our colleagues, resolving issues faster and helping neighbours work together to find solutions where appropriate

Thank you to all the residents who have given their feedback in the past 12 months and helped us to shape service improvements.

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