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About us

Our performance

We keep a close eye on how we're doing, so we make sure our services meet your expectations and we reach our goals as a business.

If it matters to you, it matters to us

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)

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.

TSM Tenant Survey Results 2025

  • 77% were satisfied with the overall service we provide

    77% is similar to our result last year

  • 81% were satisfied with our overall repairs service over the last 12 months

    81% is similar to our result last year

  • 79% were satisfied with the time taken to complete your most recent repair after you reported it

    79% is similar to our result last year

  • 77% were satisfied we provide a well-maintained home

    77% is similar to our result last year

  • 81% were satisfied we provide a safe home

    81% is similar to our result last year

  • 70% were satisfied we keep communal areas clean and well maintained

    70% is similar to our result last year

  • 74% were satisfied we make a positive contribution to your neighbourhood

    74% is similar to our result last year

  • 76% were satisfied we keep you informed about things that matter to you

    76% is similar to our result last year

  • 82% were satisfied we treat you fairly and with respect

    82% is similar to our result last year

  • 62% were satisfied with our approach to handling anti-social behaviour

    62% is similar to our result last year

  • 72% were satisfied we listen to your views and act upon them

    72% is similar to our result last year

  • 38% were satisfied with our approach to complaints handling

    38% is similar to our result last year

Survey methodology and questionnaires

  • 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

TSM Management Information 2025-26

  • 27

    Stage 1 complaints per 1000 homes

  • 99%

    Stage 1 complaints responded to within the Housing Ombudsman’s timescales

  • 6

    Stage 2 complaints per 1000 homes

  • 100%

    Stage 2 complaints responded to within the Housing Ombudsman’s timescales

  • 62

    anti-social behaviour cases per 1000 homes

  • 1.87

    anti-social behaviour cases involving hate incidents per 1000 homes

  • 0.1%

    of homes don’t meet the Decent Homes Standard

  • 86%

    of non-emergency responsive repairs completed within our target timescale

    Our target timescale is 5 working days for urgent repairs, 20 working days for routine repairs, 60 working days for major repairs

  • 97%

    of emergency responsive repairs completed within our target timescale

    Our target timescale is within 24 hours for emergency repairs

  • 99.98%

    required gas safety checks completed

  • 100%

    required fire risk assessments completed

  • 100%

    required asbestos management surveys completed

  • 100%

    required legionella risk assessments completed

  • 100%

    required passenger lift safety checks completed

Previous Tenant Satisfaction Measures results

  • 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

Leaseholder and shared owner survey results 2025

In 2025 we surveyed 275 (46%) leaseholders and 185 47%) shared owners. We do this every two years to make sure we have feedback to see how we can improve the services they use. Not all the questions we ask tenants are asked to leaseholders and shared owners.

  • Leaseholder results

    • 49% were satisfied with the overall service we provide
    • 51% were satisfied we listen to your views and act upon them
    • 56% were satisfied we keep you informed about things that matter to you
    • 65% were satisfied we treat you fairly and with respect
    • 29% were satisfied with our approach to complaints handling
    • 53% were satisfied we keep shared areas clean and well maintained
    • 58% were satisfied we make a positive contribution to your neighbourhood
    • 46% were satisfied with our approach to handling anti-social behaviour

  • Shared owner results

    • 59% were satisfied with the overall service we provide
    • 80% were satisfied we provide a safe home
    • 52% were satisfied we listen to your views and act upon them
    • 60% were satisfied we keep you informed about things that matter to you
    • 67% were satisfied we treat you fairly and with respect
    • 37% were satisfied with our approach to complaints handling
    • 67% were satisfied we keep shared areas clean and well maintained
    • 56% were satisfied we make a positive contribution to your neighbourhood
    • 44% were satisfied with our approach to handling anti-social behaviour

Resident Annual Review 2024-25

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
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