We track a range of performance indicators across the organisation, from day-to-day services to long-term targets. If something isn’t working as it should, we step in quickly to put it right. You play a key role too. Your feedback and suggestions help us review our work and make improvements.
Tenant Satisfaction Measures (TSMs) are a way of showing how well we, and every social housing provider in England are performing. They were introduced by the Government and the Regulator of Social Housing, but what really matters is your voice. Your views shape our results, and they help us understand what’s working and where we need to do better. Most importantly, they guide how we plan our future services so we can keep improving for you. In 2025, 2,032 (15%) tenants gave feedback through the Tenant Satisfaction Measures survey. We also surveyed leaseholders and shared owners.
“Over the last two years, your Tenant Satisfaction Measures feedback shows you think our overall service has stayed about the same. Around 3 in 4 residents told us they’re happy with our service. We used the same survey method both years. This means we can compare the results fairly. Most scores have only changed a little. This is normal for this type of survey. Some areas are slowly getting better. It’s good to see small improvements in repairs, feeling safe at home, and how well we listen and respond to you. But you’ve also been clear about where we need to do better. Complaints are still our lowest score, even though this has improved. This is the same for many housing providers, but that doesn’t make it good enough. Views on how we deal with anti-social behaviour have also gone down a little. Complaints and anti-social behaviour are key areas for us to work on. Thank you to everyone who shared their views. Your feedback helps us see what’s working, what’s not, and where we need to do better.” – Paul Seymour, Executive Director of Customers and Communities.
Methodology Statement – Tenant Satisfaction Measures Survey 2025-26PDF (315 KB) PDF (315 KB) This shows explains how the survey was carried out and how the results were collected and analysed. Download Questionnaire – Tenant Satisfaction Measures Survey 2025-26PDF (261 KB) PDF (261 KB) This shows the wording of the survey and how it was introduced to tenants. Download
Tenant Satisfaction Measures: Our 2024 survey resultsPDF (252 KB) PDF (252 KB) Every year, social housing providers have to do these surveys to check how well they’re doing, based on rules from the Regulator of Social Housing. Download Tenant Satisfaction Measures: Our 2023 survey resultsPDF (1 MB) PDF (1 MB) Every year, social housing providers have to do these surveys to check how well they’re doing, based on rules from the Regulator of Social Housing. Download Tenant Satisfaction Measures Management Information 2024-25PDF (511 KB) PDF (511 KB) The information is based on our internal performance data and shows how we performed 2024-25. Download Tenant Satisfaction Measures Management Information 2023-24PDF (513 KB) PDF (513 KB) The information is based on our internal performance data and shows how we performed 2023-24. Download
Our Resident Annual Review, produced every year, allows us to check-in with how we’re doing and gives us the opportunity to highlight where we’re making progress and where we need to do better. Take a look below. Resident Annual Review 2024-25PDF (9 MB) PDF (9 MB) Our 2024-25 review tells you what went well, what you told us we need to do better, how we spent your rent money and how your feedback helped change things. Download Resident Annual Review 2023-24PDF (6 MB) PDF (6 MB) Our 2023-24 review tells you what went well, what you told us we need to do better, how we spent your rent money and how your feedback helped change things. Download Resident Annual Review 2022-23PDF (5 MB) PDF (5 MB) Our 2022-23 review tells you what went well, what you told us we need to do better, how we spent your rent money and how your feedback helped change things. Download
