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Resident satisfaction

We’re committed to listening to our residents and using your feedback to improve our services. There are lots of ways you can tell us how we’re doing, whether it’s something we’re doing well or something you’d like us to change. Your feedback helps us to deliver better homes and communities.

The Tenant Satisfaction Measures survey

The Regulator of Social Housing requires all social housing providers across the UK to collect and report on Tenant Satisfaction Measures (TSMs) each year.

These measures help assess how well we’re meeting national consumer standards, including delivering safe, quality homes, offering choice and protecting your rights.

Read more about the survey and previous results here

The Resident Satisfaction survey

Although the Regulator only requires us to survey tenants, we want to hear from all our residents, including leaseholders and shared owners – so every three years we invite everyone to take part in a wider Resident Satisfaction survey.

The last Resident Satisfaction survey took place in Autumn 2024, and it focused on five key areas:

  • repairs
  • building safety
  • engagement
  • complaints
  • neighbourhood management

You can see an overview the 2024 Resident Satisfaction survey results below.

Overall satisfaction

8 2

Residents satisfied with our overall service

Repairs

7 0

Residents satisfied with our overall repairs service over the last 12 months​

7 0

Residents satisfied with time taken to complete your most recent repair after you reported it​

6 8

Residents satisfied that we provide a home that is well maintained​

Building safety

6 7

Residents satisfied that we provide a home that is safe​

Respectful and helpful engagement

7 9

Residents satisfied that we listen to your views and act on them

7 6

Residents satisfied that we keep you informed about things that matter to you​

8 2

Residents agree that we treat you fairly and with respect

Effective complaints handling

7 4

Residents satisfied with our approach to complaints handling​

Responsible neighbourhood management

8 2

Residents satisfied with us keeping communal areas clean and well maintained​

8 0

Residents satisfied that we make a positive contribution to your neighbourhood​

8 1

Residents satisfied with our approach to handling antisocial behaviour

You can see the full results of the 2024 Resident Satisfaction Survey here

Your voice matters

Here’s a few examples of how feedback from residents has made a difference over the last few years:

  • After our 2021 satisfaction survey, we held follow-up conversations with over 70 residents. Your feedback led to changes in our Customer Care & Complaints Policy.
  • In 2022, we launched a Community Panel made up of six residents who helped us shape how we consult, listen, and respond to residents.
  • Following our 2023 satisfaction survey, we improved our repairs service by developing an online chatbot to help residents book and manage appointments more easily and improve communication and follow-up.
  • In response to concerns about damp, mould, and home safety, we began installing free smart home devices and increased our work to provided targeted support and long-term solutions.
  • We’re continuing to deliver our Building Safety programme to ensure safer homes for all residents.
  • Following positive feedback on how we listen and act, we launched a resident-led engagement strategy and new opportunities to get involved, like our Antisocial Behaviour Resident Panel.

The results of the 2024 Tenant Satisfaction Measures survey informed the targets set out in our 2025-26 service plan, including:

  • Carrying out an audit on 25% of our social tenancies
  • Implementing more resident-led repair improvement recommendations
  • Adding a new case management tool to our resident portal MyHARCA
  • Creating tailored emergency exit plans for residents living in buildings over 18 meters high
  • Visiting every social housing home to carry out a full inspection

They will also inform our new 2026-31 Corporate Plan, which will be published shortly.

More ways to share your feedback

There are other ways to let us know how we’re doing by:

Finally, we will always ask for your feedback if you:

  • moved into a new home
  • received a repair
  • reported antisocial behaviour
  • live in a regeneration area
  • received a service we want feedback on
  • had a contractor provided a service for you on our behalf.
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