Your views are shaping our services

26/06/2026

We’ve now published the full survey results of our 2025 Tenant Satisfaction Measures (TSM) survey, along with the actions we’re taking in response to your feedback. From our new neighbourhood model and dedicated Property Inspector roles for complex repairs, to monthly estate walkabouts and tenancy audits, we’re using your feedback to make improvements where they matter most.

What you told us

Your feedback helps us understand what matters most to tenants, including where we’re getting things right and where we need to do better.

Earlier this year, we shared the headline results from the 2025 TSMs survey, including that 80.4% of tenants told us they’re satisfied with our services. While we’re pleased to hear that most tenants are happy with the services we provide, you also highlighted where you want to see improvements.

You told us we need to:

Keep tenants better informed about the outcome of issues they raise
Respond more quickly when tenants contact us
Take faster action on repairs, antisocial behaviour reports and follow-ups
Explain our decisions more clearly
Be more visible and present in our neighbourhoods

See the full 2025 Tenant Satisfaction Measures results here

What we’re doing in response

We’ve listened to your feedback and are already taking steps to improve in these areas, including:

Introducing our One Team Neighbourhood model

From 1 July, we’re introducing our new One Team Neighbourhood model, which will increase visibility and accountability in our neighbourhoods and help us build stronger relationships with residents.

By working more closely together as one local team, we’ll be better placed to respond to issues, follow up on concerns and keep residents informed.

Spending more time in our neighbourhoods

Heads of Service across our Operations teams have been carrying out monthly neighbourhood walkabouts since last autumn.

These visits help us see issues first-hand, speak directly with residents and make sure we’re visible in the communities we serve.

Improving information and support around antisocial behaviour

From Monday 29 June, we’re launching new Community Safety webpages, making it easier for residents to find information, report concerns, access support and understand what happens next when they raise an issue.

We’ve also updated our Antisocial Behaviour policy using feedback from our resident panel, helping us strengthen the way we work with residents to tackle community safety issues.

Keeping complex repairs on track

We’re introducing dedicated Property Inspector roles to oversee more complex repairs. This will help improve communication with residents, provide greater accountability and ensure repairs are progressed more effectively from start to finish.

Checking homes and supporting residents

We’re continuing to offer free Property MOT inspections, helping us identify issues early and make sure homes remain safe and well maintained.

We’re also continuing to carry out tenancy audits, giving us the chance to meet with residents in person, check how things are going and ensure they have support they need.

Thank you for helping us to improve

Your feedback plays an important role in shaping our services. Your views help us improve our services and focus on what matters most to residents.

Last year’s survey was open to tenants only, and we heard from more than 900 of you. Thanks again to everyone who took part.

You can read the full Tenant Satisfaction Measures survey results here.

We’ll continue to listen, act on what you tell us, and keep you updated on the improvements we’re making.

The 2026 survey will open to tenants this September. Leaseholders are included in our wider Resident Satisfaction Survey every three years, with the next one taking place in late 2027.