Improvement across the board in recent satisfaction results
Over the past year, we’ve been listening closely to what our customers have told us—and we’re starting to see the impact of that feedback. The results of the 2024–25 Tenant Satisfaction Measures show encouraging signs that we’re heading in the right direction, with improvements across every area.
While we know there’s still work to do and big improvements to be made, these results reflect the progress we’re making—and the stronger future we’re building together.
Compared to last year, satisfaction has increased significantly across all key areas:
- Overall satisfaction with our service rose from 26% to 44%—a 69% improvement.
- Repairs and maintenance saw notable gains, with satisfaction on the time taken to complete repairs up 56%, and satisfaction with the overall repairs service up 43%.
- Feeling we listen to your views and act upon them improved by 67%, and being kept informed jumped by 72%.
- Fair treatment and respect rose by 70%, and satisfaction with complaints handling more than doubled—from 13% to 27%.
- Our approach to anti-social behaviour also saw a 58% improvement.
- Keeping residents safe is fundamental, so we’re pleased to confirm that we scored 100% on all Building Safety management information measures.
To see our scores for each measure, and how they've changed from last year, click here.
These results reflect the positive impact of the changes we’ve made over the past year. Some of these include:
- Working closely with our housing and operations teams to improve the quality of communication.
- Reviewing and improving our complaints process, ensuring we all work together to address complaints properly and learn from them.
- Increasing our understanding of our neighbourhoods, through home visits and estate inspections.
While we’re encouraged by the progress, we’re focused on the journey ahead. An overall satisfaction rate of 44% is still far from where we want to be. That’s why we’re putting in significant effort and focus over the coming year, using our new partnership with the Hyde Group to drive further improvements and deliver the level of service our customers rightly expect.
This year also marks the beginning of a new chapter for THCH, as we joined the Hyde Group. This partnership brings new resources, expertise, and opportunities to accelerate the improvements our customers want to see.
Hyde’s results also show positive progress, with satisfaction increasing across every measure. Around two-thirds of tenants are satisfied with Hyde’s overall services, and nearly 72% feel they are treated fairly and with respect.
Improvements in communication, repairs, and local engagement have contributed to these results, with seven in ten tenants saying they feel well-informed and listened to. Shared owners also reported increased satisfaction in all areas, reflecting Hyde’s continued focus on service quality and responsiveness.
These results make us even more confident that this partnership will help us go further, helping us do more and be more for our customers.
Andy Hulme, Group Chief Executive of the Hyde Group, said:
We're delighted with the significant improvements in THCH's satisfaction measures this year, which is testament to the hard work of colleagues, and their commitment to their customers and communities. We know there's some way to go, but I fully expect the Group TSMs to improve again next year, as we continue to focus on addressing what matters most to customers, providing them with better support and improving our homes and services.
If you would like to find out more about what the TSMs are, and what sort of questions you might be asked over the next year, click here.
Find out more about the Tenant Satisfaction Measures