Tenant Satisfaction Measures: Overall satisfaction
Your overall satisfaction with how well we're providing quality homes and services
| Low cost rental accommodation satisfaction | |
| Year | % |
| 2025/26 | 57.1% |
| 2024/25 | 53.5% |
| 2023/24 | 53.3% |
| Low cost homeownership satisfaction | |
| Year | % |
| 2025/26 | 26.5% |
| 2024/25 | 28.6% |
| 2023/24 | 31.5% |
Overall, more residents in social and affordable rented homes are telling us they’re satisfied with the service they receive, particularly where repairs are completed more quickly and services are delivered reliably.
Residents who own a share of their home are seeing less improvement, with their overall satisfaction reducing.
How we're improving
We’ve completed three years of our Major Works investment programme, delivering a wide range of improvements across 21,000 homes. The programme hasn’t just improved homes, it has also created over £100 million in social value for residents, through employment, training and community investment activities.
We’re completing repairs more quickly and reliably, reducing the average number of days to complete a repair from 28.5 calendar days* to 15.4 working days and continuing to complete around 93% of emergency repairs on time. This means faster fixes and fewer delays when things go wrong in your home.
We’re improving how we communicate with you about repairs and services, so you know what to expect and are kept updated. We know communication is one of the biggest drivers of satisfaction, so we’re focused on improving response times and keeping you informed.
We’re strengthening how we manage our contractors, reducing overdue repairs and improving quality, so more issues are resolved first time and to a good standard. This helps avoid repeating visits and disruptions for you.
We’ve improved how we handle complaints, with over 95% of stage one complaints and over 96% of stage two complaints now responded to on time. This means quicker answers, better follow up, and more consistent service when things go wrong.
We’ve launched our biggest recruitment drive, investing £3.7 million to create 87 new roles in our customer service teams, so it’s easier to get through to us, wait times are reduced, and your queries are resolved more quickly. We're also recruiting 22 new apprentices in our in-house maintenance and repairs service, helping us increase capacity and provide quicker, more reliable repairs for residents.
We’re improving communal areas and estate services, with satisfaction increasing to 60% among social and affordable rented residents, reflecting cleaner, better maintained shared spaces.
We’re continuing our building safety programme, having already inspected over 2,000 buildings with around 90% meeting safety standards. We’ve already completed remediation work to just over 100 blocks with plans for the rest, so residents can feel safe in their homes.
We’re improving services for shared owners and homeowners, including clearer service charge information that has reduced queries by over 10%, alongside dedicated teams to hold managing agents to account and improve communication and responsiveness.
We're making plans to improve our homeowner service offer focused on clearer communication, faster responses and resolving issues more effectively, reflecting what homeowners tell us matters most.
Our Tenant Satisfaction Measures report
For a more detailed description of our TSMs results, including what you’ve told us, and more on what we’re doing to improve, you can read our full report: