TSM summary of approach and questionnaire 2025-26
View Tenant Satisfaction Measures (TSMs) were introduced by the Regulator of Social Housing in April 2023. They tell us and our customers how well we’re doing at providing homes and services and help identify areas for improvement.
Throughout the year, we carry out surveys with our customers using a set of 12 standard TSM questions. Alongside these customer survey questions, we also collect data and publish management information measures which look at our operational areas, such as safety and compliance.
We submit our results to the Regulator of Social Housing. These are then published alongside the results from all social housing landlords, so our customers can see how well we perform in comparison to other landlords.
Customer surveys
Our customer surveys are carried out independently by specialist housing research agency Acuity. This year, we introduced alternative methods of collecting feedback, including email and postal surveys as well as the usual telephone surveys. During the year, Acuity contacted 662 customers; 608 responses were collected through telephone surveys, 32 through email and 22 via postal surveys. Customers were selected according to tenure, age group and other demographics to make sure that no customer groups were significantly over or under-represented.
Our 2025/26 results
Pending the Regulator of Social Housing’s publication of the sector-wide results this autumn, our results have been analysed as part of Housemark’s annual TSM benchmarking exercise. This aims to compare results from 223 landlords managing around 2.7 million homes (64% of English social homes). From the data currently available for 84 landlords, Selwood Housing is ranked in the top quartile for overall satisfaction.
We’re really pleased with this year’s set of provisional results! We’ve retained our overall satisfaction score of 87%. Almost all of our other measures have increased slightly or remained stable. One measure, covering how satisfied customer’s are with our contribution to their neighbourhood, reduced from 84% to around 82%, the only one to decrease.
You can see the full set of results below.
Customer satisfaction survey results
| Satisfaction with our services | ||
| 87.2% | Overall satisfaction | |
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| 87.6% | satisfaction with repairs in last 12 months | ||
| 87.3% | satisfaction with time taken to complete most recent repair | ||
| 88.7% | satisfaction that home is well maintained | ||
| 91.3% | satisfaction that the home is safe | ||
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| 77.5% | satisfaction that we listen to tenant views and acts upon them | ||
| 91.4% | satisfaction that we keep tenants informed | ||
| 90.1% | satisfaction that we treat tenants fairly and with respect | ||
| 58.4% | satisfaction with our approach to handling complaints | ||
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| 81.9% | satisfaction we make a positive contribution to neighbourhoods | ||
| 71.8% | satisfaction with our approach to handling antisocial behaviour | ||
| 88.0% | satisfaction we keep communal areas clean and well maintained | ||
Operational performance results
Housemark also compares landlords’ management information about operational performance. From the data available, we expect to be above the median for 11 out of 14 measures.
We have achieved 100% compliance in the 5 key building safety measures.
You can see the full results below.
| Building safety – we completed | |
| 100% | gas safety checks |
| 100% | fire risk assessments |
| 100% | asbestos management surveys |
| 100% | legionella risk assessment |
| 100% | communal passenger lift safety checks |
| Antisocial behaviour | |
| 45 | cases opened per 1,000 homes |
| 1.3 | cases that involved hate crime incidents per 1,000 homes |
| Decent homes standard and repairs** | |
| 2.2% | homes do not meet the decent homes standard |
| 89.9% | non-emergency repairs completed within timescale |
| 99.2% | emergency repairs completed within timescale |
| Complaints | |
| 45.7 | stage one complaints received per 1000 homes |
| 98.7% | stage one complaints responded to within Ombudsman timescale |
| 11.2 | stage two complaints received per 1000 homes |
| 100% | stage two complaints responded to within Ombudsman timescale |
NB. The table shows data for the repairs and complaints measures split into sub-categories of the specific measure.
** Repairs targets: emergency – 24 hours / priority – 3 working days / routine 30 – 30 calendar days / routine 60 – 60 calendar days
While we are pleased with these TSM survey results, which look to be well above the Housemark median for a third year, we are not complacent. During 2026/27 we will continue to work hard to deliver high levels of customer satisfaction with our services.
Summary of survey approach
You can view or download our Questionnaire for surveys 2025-26 and TSM survey approach 2025-26 below.
