Measuring satisfaction
Our TSM results for 2024/25 showed that we achieved an overall customer satisfaction score of 70.8%.
The table below shows the scores for the TSMs that we have collected, from our initial pilot onwards.
| Low cost rental accommodation | 2022/23 Pilot | Year end 2023-24 | Year end 2024-25 | Trend pilot 2022/23 year end 24-25 | HouseMark Median 2024/25 |
|---|---|---|---|---|---|
| Overall | 69% | 71.5% | 70.8% | 1.8% | 72.5% |
| Repairs overall | 71.2% | 71.2% | 73.9% | 2.7% | 73.9% |
| Speed of repairs | 71.8% | 70% | 71.3% | -0.5% | 69.9% |
| Well maintained home | 75% | 75.1% | 77.5% | 2.5% | 72.8% |
| Safe home | 82.6% | 82.3% | 81.7% | -0.9% | 79.1% |
| Communal areas well maintained | 66.5% | 71.7% | 73.3% | 6.8% | 67.3% |
| Listens & acts | 65.4% | 64.5% | 65.5% | 0.1% | 62.% |
| Keeps you informed | 71.9% | 74.3% | 75.4% | 3.5% | 73.1% |
| Fairness & respect | 77% | 78.5% | 81% | 4% | 78.1% |
| Complaints handling | 32.3% | 34.7% | 42.1% | 9.8% | 35.3% |
| Contribution to neighbourhood | 66.3% | 66.4% | 69% | 2.7% | 66.3% |
We report all TSM results to our Board and Customer Committee, sharing them with leaders across the organisation and with customers. To better understand what drives customer satisfaction, we’ve carried out deep dives into TSM responses – particularly around complaints and repairs – analysing related data such as complaint records, repair jobs, and customer demographics (e.g. property type, household make-up, ethnicity). Customer comments are also reviewed to identify trends and areas for improvement. These insights will continue to inform the Customer Committee’s agenda, helping track the impact of service changes on satisfaction.
As a learning organisation, we use continuous improvement tools – such as Service Excellence Groups and targeted projects – to enhance the customer experience based on feedback. We also publish our Annual Complaint and Service Improvement Performance Report, which is made available on our website and via customer publications.
Recent service improvements include:
- Complaints handling training delivered to 750 colleagues, embedding good practice and a customer-focused culture
- Revised ASB policy and procedures, improving triage and case management for better first-time resolution
- An updated Adaptations Policy, shaped by customer feedback and aligned with regulatory guidance, to provide clearer information for both customers and colleagues
We’ve also updated several policies in response to complaints and customer input, including:
- Customer Feedback and Remedies & Resolution Policies, aligned with the Housing Ombudsman’s Code
- Service With Respect Policy and Vulnerabilities Policy, supporting a more inclusive and responsive service approach
