We're delighted to share the results of the 2023/2024 Tenant Satisfaction Measures (TSMs), which reflect the views and experiences of our tenants.

These measures, introduced as part of the Social Housing (Regulation) Act 2023, are designed to help tenants assess their housing provider’s performance. The TSMs include 12 perception-based satisfaction measures and 10 performance measures, and the results for the whole sector have now been published by the Regulator of Social Housing.

Our surveys were conducted by TPTracker, an independent and trusted partner who carried out in-depth surveys with our tenants from October to December 2023. A total of 540 tenants were randomly selected and we ensured a representative sample was collected.

We're thrilled to announce that our performance stands out across the sector:

  • Perception Measures: All were above average (above 50%) with the majority - nine of the 12 measures - in the top 25%
  • ASB Handling: Our tenants perceive the way we manage antisocial behaviour (ASB) as a Top 10 housing association, a testament to the dedication of our team and their work within the community
  • Overall Tenant Satisfaction: We're proud to be ranked 86th out of 355 providers, placing us in the top 25%
  • Home is well maintained and safe: We're in the top 25% for both these categories
  • Safety checks: Gas, fire, asbestos, water and lift checks all at 100%.

These results highlight the hard work and commitment of our teams, but we recognise there are other areas where improvement is needed, including complaint handling and repairs.

While the rate of ASB cases involving hate crime we have logged is in the highest 25% in the country, we believe this reflects our robust approach to identifying and logging such cases, which ensures they are handled with care and attention, and it is reassuring to see our tenants feel positively about the handling of this area.

Looking ahead, we are eager to build on our successes and continue improving. As a G1/V1-rated provider for governance and viability, we have yet to be assessed on our C (Consumer) rating which is scheduled for 2025.

Alan Keers, our Group Deputy Chief Executive, said:

“We are very pleased with these results, which demonstrate the progress we’ve made in delivering excellent services for our tenants. Of course, there’s always room for improvement, and we’re committed to listening to all tenant feedback and working with our staff, contractors, and volunteers to ensure we meet and exceed expectations. Our goal remains the same: to provide the quality of service our tenants deserve.”