How we're performing for our customers
This year’s feedback gives us a useful and honest insight into how customers experience our services every day. Our overall customer satisfaction score is 71.3%, reported using the Tenant Satisfaction Measures introduced by the Regulator of Social Housing in England in 2023. The results highlight areas where things are working well, while also clearly showing where customers want to see improvements made.
Customers have been clear that repairs, complaint handling and communication have the biggest impact on their experience. Delays to repairs and a lack of clear, regular updates can be frustrating, particularly when issues take longer than expected to resolve. These are areas where customers expect better consistency and clarity.
In response, we’ve introduced a focused programme to reduce repair wait times, improve planning and set clearer expectations from the outset. We’re also strengthening how we handle complaints, with clearer response standards, better communication and a stronger focus on learning from outcomes. Alongside this, we’re continuing to develop our customer online account, making it easier to report and track issues, receive updates and access clear, useful information.
"Having a good place to live is about more than just the home itself, it’s about how it feels day to day, from the condition of your home and your neighbourhood to how easy it is to get support when you need it.
Our customer promises set out what you can expect from us. They’re about doing what we say we will, and making sure those expectations are clear. By listening to customers and learning from their experiences, we can see what’s working well and where things need to be better, and keep making changes that matter.”
- Margaret Dodwell, Chief Operating Officer
22 satisfaction measures, covering 5 themes
Select a button below (or scroll across) to jump ahead and read more on each theme
1.
Keeping properties in good repair
2.
Maintaining building safety
3.
Respectful and helpful engagement
4.
Effective handling of complaints
5.
Responsible neighbourhood management
Our performance for 2025-26 is shown below
We expanded our survey methodology this year to include surveys by email as well as telephone and postal options, giving customers more ways to respond and making it easier for everyone to have their say. You can read more about our expanded methodology here and how it has found customers who may have previously been silent in giving their feedback, which was the main driver for change.
Some measures are reported separately for Low Cost Rental Accommodation (LCRA) and Low Cost Home Ownership (LCHO). Benchmarking information is shown below by clicking on the ‘i’ symbols, so you can see how we compare against other landlords. The comparator group is large Registered Providers of social housing with over 30,000 units. Median data is collated by Housemark.
The figures below are those we're required to report on by the Regulator of Social Housing. We're working closely with customers to continuously improve. The areas our customers told us were most important and action taken is explained further on this page.
1. Keeping properties in good repair
Having a home that's in good condition is something that we all expect, however, sometimes things go wrong, break and need to be repaired. When this happens it’s important that you can contact us easily, know when work is planned and be happy with the finished results. We have a series of planned works every year to ensure our homes are well looked after.
2. Maintaining building safety
Your home needs to be safe for you, your families and those that live with you. There are a range of checks we carry out. Obtaining the documentation to ensure third parties have been completing checks has, in some cases, been a challenge.
3. Respectful and helpful engagement
Everything we do, the services we provide and the homes we build is centred around you, our customers. With every single touchpoint across the whole business, how you're treated, valued, and respected impacts on your experience. Your voice matters.
4. Effective handling of complaints
We always try to resolve your dissatisfaction when you first tell us about it. And if we can’t then we promise to monitor your complaint and keep in touch while we're looking into it. We learn from your feedback to improve our services.
5. Responsible neighbourhood management
A home is more than just the building we live in, it’s the communities and surroundings around it. Being proud of your home, feeling happy and safe outside is just as important as how you feel once you close your front door.
