Over the last year, we’ve shared with you some of the feedback from our quarterly customer satisfaction surveys. We now have our provisional full year results to share with you.
The surveys, carried out by specialist housing research agency Acuity on our behalf, are part of the tenant satisfaction measures (‘TSMs’) introduced in 2023 by the Regulator of Social Housing. These help assess how well we are doing at providing quality homes and services for our customers and show where there is room for improvement. The publication of these results also allows our customers to hold us to account.
630 customers took part in a survey in the year to March 2025 to give us feedback about how satisfied they were with our services and how we communicate with them.
We’re pleased with the provisional results! In particular, our customers’ Overall Satisfaction which places us in the top 10% of a group of 179 landlords.
Our operational performance is also strong with provisional results indicating that we are above the median for 7 out of 10 TSM measures.
You can view our full results on the Tenant Satisfaction Measures page of our website.
These latest results indicate that we are providing good quality services to our customers, but we know there are some areas where we could improve. During 2025/26, we will continue to work hard to deliver high levels of customer satisfaction with our services.
Thank you to all our customers who agreed to take part in these surveys and share their views.
