Tenant Satisfaction Measures (TSM) 2024-25 results to date

Thank you to the 500 tenants who have recently taken part in our Tenant Satisfaction Measures survey, which is conducted on our behalf by Viewpoint.

We will formally report the final results for 2024-25 after all 1,000 surveys have been completed. This will ensure the results are statistically representative and meet the Regulator of Social Housing’s technical specification for this survey.

In the meantime, we are pleased to share these mid-year results with you and the positive trends your feedback is showing.

Overall satisfaction with the service

🠉 Year to date up to 71.6%

2023-24: 64.2%
Proportion of respondents who report that they are satisfied with the overall service (TP)

Keeping properties in good repair

🠉 Year to date up to 73.6%

2023-24: 66.4%
Proportion of respondents who report that they are satisfied with the overall repairs service (TP)

🠉 Year to date up to 66.1%

2023-24: 58.6%
Proportion of respondents who report that they are satisfied with the time taken to complete the most recent repair (TP)

🠉 Year to date up to 72%

2023-24 64.1%
Proportion of respondents who report that they are satisfied we provide a home that is well maintained (TP)

Maintaing building safety

🠉 Year to date up to 80.1%

2023-24: 75.7%
Proportion of respondents who report that they are satisfied we provide a home that is safe (TP)

Respectful and helpful engagement

🠉 Year to date up to 59.8%

2023-24: 53.9%
Proportion of respondents who report that they are satisfied we listen to your views and act upon them (TP)

🠉 Year to date up to 75.2%

2023-24: 67.5%
Proportion of respondents who report that they are satisfied we keep you informed about things that matter to you (TP)

🠉 Year to date up to 79.5%

2023-24: 76.6%
Proportion of respondents who report that they agree that tenants are treated fairly and with respect (TP)

Effective handling of complaints

🠉 Year to date up to 26.6%

2023-24: 21%
Proportion of respondents who report that they are satisfied with our approach to complaints handling (TP)

Responsible neighbourhood management

🠉 Year to date up to 59.8%

2023-24: 47.4%
Proportion of respondents who report that they are satisfied we keep communal areas clean and well maintained (TP)

🠉 Year to date up to 61.8%

2023-24: 56%
Proportion of respondents who report that they are satisfied we make a positive contribution to your neighbourhood (TP)

🠉 Year to date up to 61.5%

2023-24: 55.9%
Proportion of respondents who report that they are satisfied with our approach to handling anti-social behaviour (TP)