How we are doing - 2025/2026 Tenant Satisfaction Measures

For this year's Tenant Satisfaction Survey, we have created a customer-facing report which gives an insight into the feedback we received and how we will be looking to improve our services during 2026/27 as a result of this feedback.

Introduction

Every year, we are required to ask you what you think of our services and this year we have seen further improvement in your satisfaction with our services.

Out of the 12 measures set by the Regulator of Social Housing, our performance has improved in 9 of them – something we are really pleased to see.

Whilst overall satisfaction with our services has fallen slightly – down by 1.3% to 82.6%, we have seen large increases in your satisfaction with how we handle anti-social behaviour – up 5.6% to 77.1% and our contribution to your neighbourhood, increasing 6.6% to 82.3%. This is great to see given the focus we have dedicated to these areas, taking into account feedback from our customers and communities. We recognise there is still more we can do, and we will be working with you to improve on this further. 

We have also seen increased satisfaction with our repairs service overall, the speed of repairs and feeling that your home is safe. It is clear to see from this feedback that many of you are happy with the way we keep your home maintained, the speed of our response and that attend appointments when they are arranged. We do recognise that to improve further we need to focus on making sure we keep you updated if we cannot fix a repair first time and we will continue work on this. 

Outcome from 2025 to 2026

Last year we worked really hard to deliver improved outcomes for tenants which were identified from the last set of results.

We:

•    Carried out a complaints scrutiny and an Anti Social Behaviour Scrutiny which we are currently completing the recommendations from.
•    Changed the way we deliver our services to improve the way we diagnose repairs and improve our ‘first time fix’ rates.
•    Introduced inspections following the completion of repairs, to check the quality of the work.
•    Increased the amount of inspections we do of communal areas.

You are telling us that you are less satisfied with the cleanliness and maintenance of our communal areas again this year, and we can see there is also a small reduction in the percentage of you that agree we treat you with fairness and respect. 

We have already taken steps to identify how we can improve our customer services by joining the Institute of Customer Service and this will mean we will be asking for your views moving forward, so that we can understand more about this.

We will also carry out more tenant consultation, including the involvement of our Neighbourhood Network (tenant group) to identify what the issues are which affect your satisfaction with communal areas specifically, so we can look to improve these. 

We will also use the available data and information we have gathered from our communal area inspections to identify what else we can do to improve them.

If you want to know more or think you could help us improve our services – please contact us, we are always happy to help.