Tenant Satisfaction Measures (TSMs) help us understand two things: what you think about our services (perception) and how well we are performing (management information).
The Regulator of Social Housing groups the results into five areas:
To find out what customers think, we use an independent research company called Acuity. They carry out phone surveys during each quarter of the year asking customers about the 12 TSM perception measures. This year 1,040 tenants took part.
We also report on 10 Management Information results, showing our performance on managing homes, complaints and reports of anti-social behaviour. We have compared our results with similar housing associations across England to see how we performed, using results published by the Regulator for 2024-25.
We have compared our results with similar housing associations across England to see how we performed, using results published by the Regulator for 2024–25.
This year, we met or exceeded all of our targets and our results show that we outperformed at least three-quarters of our peers in most areas.