Thank you to every customer that’s participated in our quarterly customer satisfaction surveys. We now have our 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 rented homes and services for these customers and show where there is room for improvement. The publication of these results also allows our customers to hold us to account.
662 customers took part through either a telephone, postal or email survey, from April 2025 to March 2026, to give us feedback about how satisfied they were with our services and how we communicate with them.
We’re really pleased with this year’s set of results! We’ve retained our overall satisfaction score of 87%. Almost all of our other measures have increased slightly or remained stable.
As well as customer surveys, our operational performance also contributes to our tenant satisfaction 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. For example, as part of the 2025/26 surveys we asked customers for their suggestions on improving complaint handling. Customers most frequently referred to improving communication, including between teams, and listening more.
Thank you to all our customers who agreed to take part in these surveys and share their views. We’ll continue to work hard to deliver high levels of customer satisfaction with our services, hopefully reflected in maintaining these TSM scores and seeing improvements year on year.
