In June, we released our Tenant Satisfaction Measures (TSMs). Our results are positive, but we’re committed to improving our services based on what you’ve told us.

From tackling anti-social behaviour to improving repairs and neighbourhood services, we’re taking clear steps to act on your feedback.

How our TSM (Tenancy Satisfaction Measures) Surveys are carried out

We used MEL Research to carry out our telephone surveys and sampling process up to 31 March 2026. From 1 April 2026, Acuity Research has taken over this role. They phone 150 customers each quarter. We provide them with information from our database, and they use it to ensure they are contacting a “representative sample” of our customers, as required by the regulator.

As with our previous customer satisfaction surveys, we share the results with colleagues and customers to identify where we need to improve.

Your views – we’ve listened and acted

Many of you told us you’d like to see a comparison of our latest TSM results against last year’s, so we’ve added this information to the summary of our results below.