How we’ve listened, learnt, and how we’re continuing to improve our services for you.
We’ve just published our 2024–2025 Tenant Satisfaction Measures (TSMs) report – and this year, we’ve done things a bit differently. We’ve changed how we present the results to include what we’ve done in response to your feedback, and what we’re planning to do next. This new format gives you a clearer view of how your voice is helping to shape our services.
In the report, you’ll find:
- The improvements we’ve made since last year
- What we’re doing to fix areas where we didn’t do as well
- Our plans to build on the areas where we’ve improved
We’re pleased to see that satisfaction has gone up in key areas like repairs and complaints. More customers are happy with how quickly repairs are done and the quality of the work. We’ve also restructured our teams and invested in better systems to help us get things right first time.
When it comes to complaints, we’ve listened and made changes. Our new centralised Complaints team has helped us respond faster and more effectively. As a result, satisfaction with how we handle complaints has gone up by 7.7%.
We’ve also made big improvements to building safety, from upgrading fire detection systems to piloting smart sensors that help us monitor safety in real time.
We’ve improved how we engage with customers by collecting more information to help us tailor our services and make them more accessible. We’ve introduced new policies and tools to better support your needs, and we’re creating more ways for you to get involved and have your say.
We’ve also brought our neighbourhood services into one team and are working more closely with residents and partners to keep shared spaces clean and safe. Our new neighbourhood strategy will help make sure all our communities are well cared for and receive consistent services.
Thanks to these changes, overall customer satisfaction has increased by 6% compared to last year — now at 73.8%. But we know there’s still more to do. That’s why in 2025–2026, we’ll keep focusing on the things that matter most to you:
- Making repairs quicker and more reliable
- Handling complaints better and learning from them
- Giving you more ways to get involved
- Improving how we look after neighbourhoods
Read the full report to see how we’re performing, what’s improved, and what’s coming next.
Your feedback is at the heart of everything we do. It helps us understand what’s working, what needs to change, and where to invest our time and resources.
Our next round of Tenant Satisfaction Measures surveys is coming up in July 2025. If you’re contacted, please take the time to give us your feedback and help us improve!