01/05/2026
Thank you to everyone who shared their views in last year’s Tenant Satisfaction Measures (TSM) survey. Your feedback helps us understand what’s working well and where we need to focus on improving.
The TSM survey is carried out every year by all social housing providers in England. It gives residents a clear view of how their landlord is performing and helps the Regulator of Social Housing check that organisations are meeting required consumer standards.
Overall, 80.4% of tenants who took part in our 2025 survey told us they’re satisfied with the services we provide. This puts us ahead of other local housing providers, where satisfaction ranged between 44% and 60%.
What you told us
You shared feedback across a wide range of services. Some of the key results include:
Repairs and homes
- 71.1% are satisfied with our overall repairs service
- 64% feel their home is well-maintained
- 69% feel their home is safe
Listening, fairness and communication
- 77.7% feel we listen and act on concerns
- 80.2% say we keep them informed
- 82.6% feel they’re treated fairly
Neighbours and communities
- 82.8% are satisfied with how communal areas are managed
- 80.9% are satisfied with our contribution to neighbourhoods
- 76.5% are satisfied with how we handle antisocial behaviour
Complaints
- 81% are satisfied with how we handle complaintsThis result puts among the top-performing housing associations across the country for complaints handling. It shows that when things go wrong, tenants feel listened to and treated fairly – which is something we’re committed to maintaining.
Your feedback makes a difference
We’re already using what you’ve told us to shape our priorities for the year ahead. Over the coming months, we’ll share more detailed results as well as the steps we’re taking to improve in the areas you said matter most to you.
As a thank you to everyone who completed the survey, we ran a prize draw where ten tenants were randomly selected and each received a £100 Love2Shop voucher. All winners have now been contacted – congratulations if you were one of them!
This year, we also donated £500 each to three local organisations on your behalf: Neighbours in Poplar, The Felix Project and First Love Foundation. These charities support people in our community with food, advice and practical help, and we’re proud to support their work.
Thanks again to everyone who took part in the survey. Your feedback helps us improve our services and continue supporting our neighbourhoods.