Measuring satisfaction
Customer satisfaction remains one of our most important performance measures and continues to be one of our key Signals for Success.
In 2025/26, customer satisfaction with new homes (all affordable tenures): 93.1%
Our TSM results for 2025/26 showed that we achieved an overall customer satisfaction score of 78.4%.
The TSMs provide insight across key service areas, including repairs, safety, communication and neighbourhood management.
Satisfaction remains strong in areas such as the overall repairs service (79%), well-maintained homes (80.8%), and Building Safety (86.6%). Satisfaction with neighbourhood management and ASB handling is 72.1%, while complaints handling remains an area of focus at 45.8%.
The table below shows the TSM scores we collected, from our initial pilot.
| Low cost rental accommodation | 2022/23 Pilot | Year end 2023-24 | Year end 2024-25 | Year End 2025/26 |
Trend (YE 2024/25, YE 2025/26) |
|---|---|---|---|---|---|
| Overall | 69% | 71.5% | 70.8% | 78.4% | 7.6% ^ |
| Repairs service | 71.2% | 71.2% | 73.8% | 79% | 5.2% ^ |
| Speed of repairs | 71.8% | 70% | 71.1% | 75.6% | 4.5% ^ |
| Building maintenance | 75% | 75.1% | 77.7% | 80.8% | 3.1% ^ |
| Safe home | 82.6% | 82.3% | 81.6% | 86.6% | 5% ^ |
| Listens & acts | 65.4% | 64.5% | 65.5% | 73.8% | 8.3% ^ |
| Kept informed | 71.9% | 74.3% | 75.6% | 81% | 5.4% ^ |
| Fairness & respect | 77% | 78.5% | 81.2% | 85% | 3.8% ^ |
| Complaints handling | 32.3% | 34.7% | 42.4% | 45.8% | 3.4% ^ |
| Communal areas | 66.5% | 71.7% | 72.8% | 78.8% | 6% ^ |
| Neighbourhood contribution | 66.3% | 66.4% | 66.8% | 75.4% | 6.6% ^ |
| ASB handling | 63.8% | 61.5% | 71.2% | 72.1% | 0.9% ^ |
The strongest improvements were recorded in overall satisfaction, customer voice and communication measures, reflecting the organisation’s focus on service improvement during the year.
We report all TSM results to our Board and Customer Committee, sharing them with leaders across the organisation and with customers and colleagues. To better understand what drives satisfaction, we analyse responses alongside complaints, repairs and customer demographics. This learning helps shape improvement priorities and track whether service changes are making a difference for customers.
As a learning organisation, we use continuous improvement tools and networks, such as Service Excellence Groups and targeted projects, to improve the customer experience based on feedback. We also publish our Annual Complaint and Service Improvement Performance Report on our website and via customer publications.
Further detail on complaints performance and learning is set out in the Handling customer complaints section.
