How we are performing as a landlord

How our residents think we are doing

From 1 April 2023, the Regulator of Social Housing asked all social landlords to carry out an annual survey asking residents to rate how they feel their landlord is doing using new tenant satisfaction measures (TSM’s). The TSM's help show how well social housing landlords are doing at providing good quality homes and services. 

At the end of 2023, we commissioned The Leadership Factor (TLF) to carry out a telephone survey on our behalf to over 1,000 residents, asking them to rate how they felt we are performing as a landlord against the 12 TSM's. This was our first perception survey and was carried out as part of our regulatory requirements. We will carry out and publish these results every year.

The information provided allows us to understand how you feel about the services you receive, recognise areas that are performing well, and identify areas for improvement. We want to deliver a first-class housing service and we are committed to being honest with you about our performance. The results show most customers are satisfied with feeling their home is safe and that we keep you informed, but we have some work to do on improving our repairs service, maintaining communal areas, and how we handle complaints.

2023-2024 tenant perception measure results

Reference number What we asked our tenants about Percentage (%) of satisfied
responses from our tenants

TP01

Overall satisfaction 51.7%

TP02

Repairs service 57.5%

TP03

Time taken to complete most recent repair 58.7%

TP04

Home is well maintained 54.5%

TP05

Home is safe 62.1%

TP06

Landlord listens to tenants views and acts upon them 43.8%

TP07

Landlord keeps tenants informed about things that matter to them 58.0%

TP08

Landlord treats me fairly and with respect 61.2%

TP09

Landlord's approach to handling complaints 16.3%

TP10

Landlord keeps communal areas clean and well maintained 57.5%

TP11

Landlord makes a positive contribution to neighbourhood 57.9%

TP12

Landlord's approach to handling anti-social behaviour (ASB) 54.7%

Please note, this table has been updated since June 2024. The summer 2024 edition of Housing News reflects incorrect results for TP03, TP07 and TP08. The above reflects the results that were submitted to the regulator.