Latest TSM scores
We’re sharing our Tenant Satisfaction Measure perception scores (TSMs) for the first six months (April and September) of 2024/25.
Our work to continually listen and learn from our customers is an ongoing priority, but we’re pleased that our half year scores show a marked positive improvement across every area. Overall satisfaction has risen by 7.5% and satisfaction that we keep customers informed about things that matter to them has increased by 8.6%.
You can see the full set of perception scores in the table below or here TSM half year Infographic.pdf [pdf] 4MB. You can also watch our 2 minute closer to home film to find out what we’ve been doing to improve services.
We’ll continue to build on these results and remain committed to being local and listening, as well as working to deliver safe homes and sustainable communities which we can all be proud of.
|
TSM No |
TSMs collected from tenant perception surveys |
Year end 2023/24 |
Year to date 2024/25 |
|
TP01 |
Overall satisfaction |
59.70% |
67.20% |
|
TP02 |
Satisfaction with repairs |
65.50% |
70.10% |
|
TP03 |
Satisfaction with time taken to complete most recent repair |
57.40% |
60.30% |
|
TP04 |
Satisfaction the home is well maintained |
59.20% |
65.00% |
|
TP05 |
Satisfaction the home is safe |
69.20% |
75.10% |
|
TP06 |
Satisfaction the landlord listens to tenant views and acts upon them |
50.10% |
55.60% |
|
TP07 |
Satisfaction the landlord keeps tenants informed about things that matter to them |
61.80% |
70.40% |
|
TP08 |
Satisfaction the landlord treats tenants fairly and with respect |
71.60% |
76.90% |
|
TP09 |
Satisfaction with the landlord’s approach to handling complaints |
32.40% |
34.40% |
|
TP10 |
Satisfaction the landlord keeps communal areas clean and well maintained |
58.8% |
62.50% |
|
TP11 |
Satisfaction the landlord makes a positive contribution to neighbourhoods |
50.00% |
57.00% |
|
TP12 |
Satisfaction with landlord’s approach to handling anti-social behaviour |
47.10% |
53.90% |
These results are based on surveys with over 700 affordable and social rent customers.
Our independent partners IFF-Research will continue to survey customers throughout the year and we’ll publish our full 2024/25 results online.