The Tenant Satisfaction Measures (TSMs) were introduced in 2024 to make sure your feedback helps guide the improvements we make as your landlord.
Every year, we ask customers to share their thoughts through a survey, so we can understand how they are feeling about their home, community, and services.
Take a look at this page to learn more about how it works.
We want to make sure that your home and community are the best they can be, and your feedback plays a really important role in achieving that goal.
The Tenant Satisfaction Measures (TSMs) help social housing providers like us understand how well we are performing and where we can improve.
We have completed our 2024 — 2025 survey and you can now view the results below.
Tenant Perception (TP) Measures
These measures are based on what tenants tell us through surveys. They reflect how satisfied tenants feel about our services, including repairs, safety, and how we listen to their views.
| TSM Satisfaction Measure | FY24* | FY25* | % Change* | TSM Satisfaction Measure | FY24* | FY25* | % Change* |
| TP01 Satisfaction with the service provided | 26% | 44% | 69% | TP07 Informed about things that matter to you | 29% | 50% | 72% |
| TP02 Overall repairs service | 35% | 50% | 43% | TP08 Treats you fairly and with respect | 27% | 46% | 70% |
| TP03 Time taken to complete last repair | 34% | 53% | 56% | TP09 Approach to complaints handling | 13% | 23% | 77% |
| TP04 Home that is well maintained | 25% | 41% | 64% | TP10 Communal areas clean and well maintained | 28% | 42% | 50% |
| TP05 Home is safe | 31% | 47% | 52% | TP11 Positive contribution to your neighbourhood | 21% | 39% | 86% |
| TP06 Listens to your views and acts upon them | 21% | 35% | 67% | TP12 Approach to handling anti-social behaviour | 24% | 38% | 58% |
Management Information Measures (BS, CH, NM, RP)
These are based on data we collect internally about our performance, such as how quickly we carry out repairs, handle complaints, and ensure building safety. Here's what they stand for:
BS: Maintaining building safety
CH: Effective handling of complaints
NM: Responsible neighbourhood management
RP: Keeping properties in good repair
| Management Information Measure | FY24* | FY25* | % Change* | TSM Satisfaction Measure | FY24* | FY25* | % Change* |
| BS01 Proportion of homes for which all required gas safety checks have been carried out. | 100% | 100% | 0% | RP01 Proportion of homes that do not meet the Decent Homes Standard. | 9% | 2% | -78% |
| BS02 Proportion of homes for which all required fire risk assessments have been carried out. |
100% |
100% | 0% | RP02.1 Proportion of non-emergency responsive repairs completed within the landlord’s target timescale. | 81% | 78% | -4% |
| BS03 Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. | 100% | 100% | 0% | RP02.2 Proportion of emergency responsive repairs completed within the landlord’s target timescale. | 100% | 100% | 0% |
| BS04 Proportion of homes for which all required legionella risk assessments have been carried out. | 100% | 100% | 0% | CH01.1 Number of stage one complaints received per 1,000 homes. | 86 | 145 | 69% |
|
BS05 Proportion of homes for which all required communal passenger lift safety checks have been carried out. |
100% |
100% |
0% |
CH01.2 Number of stage two complaints received per 1,000 homes. |
20 |
45 |
125% |
| NM01 Number of anti-social behaviour cases, opened per 1,000 homes. | 19 | 18 | -5% | CH02.1 Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. |
89% |
98% |
10% |
| NM02 Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes. | 0 | 0 | 0% | CH02.2 Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 90% | 99% | 10% |
*Results have been rounded to the nearest whole number.
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.
Compared to last year, satisfaction has increased significantly across all key areas:
These results reflect the positive impact of the changes we’ve made over the past year. Some of these include:
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.
We used CX Feedback to complete our most recent survey. They are an independent research agency, which ensures fairness and confidentiality. They completed the survey through phone calls, texts, or emails, with the questions covering key areas of your experience as a resident, including:
We contact a sample of residents for each survey, so you may not have heard from us for the most recent survey.
If you did take part, your responses were anonymous. CX Feedback collected the data and shared only aggregated results with us. We’ll never ask for sensitive information like passwords or financial details, and your personal data is always kept secure.
We’re always looking for ways to improve what we do using resident feedback. In 2020, the government’s Social Housing White Paper set out a series of enhancements to improve the living conditions of people living in social housing.
As a result of this paper, the Regulator of Social Housing (RSH) introduced a framework for all social housing landlords to report on some Tenant Satisfaction Measures (TSMs). The Regulator will use the feedback from residents to understand our performance as a landlord.
The questions asked are the same ones that all other social housing providers will ask their residents. They are based on five core themes : repairs, building safety, effective complaint-handling, respectful and helpful tenant engagement, and responsible neighbourhood management.
They will never ask for any personal passwords or financial information such as your bank account details.
You can read the questions here You can view the methodology we used here
CX Feedback shared anonymous answers with THCH only. CX Feedback will never include anything in its findings that could identify you as an individual.
The only information we shared with CX Feedback are your contact details.
CX Feedback will preserve your privacy and protect the personal data used in conducting all research. For full details about CX Feedback's privacy policy please click here.
Alongside the rest of the sector, we published the results of the very first round of TSMs in 2024. We carried out the surveys between October 2023 and March 2024, with 486 residents sharing their views.
We’re not stopping there. Over the coming months, thanks to our partnership with Hyde, you’ll see further improvements, from the rollout of more new kitchens and bathrooms to the launch of a resident portal that will make it easier to stay in touch with us.
Your feedback guides everything we do, and this survey is your opportunity to make a difference in how we support you and your community.