The 2025/26 Tenant Satisfaction Measures results are now available

The 2025/26 Tenant Satisfaction Measures (TSMs) results are now available, showing how we are performing against 22 measures created by the Regulator of Social Housing, the organisation that oversees housing associations in the UK. 

Who did we survey? 

We use independent research organisation, IFF Research, to collect your feedback throughout the year. They did 601 telephone surveys with tenants between April 2025 and March 2026, making sure that we spoke to a range of tenants in different types of homes. 

The results below come from tenants who rent homes from us, this is most of our tenants. In line with guidance from the regulator, we only need to report data from these tenants. 

The results 

The TSMs are divided into two types: 

1. Questions we asked you, our tenants  

There are twelve TSMs. They cover a range of subjects such as repairs, complaints, being listened to and our approach to community safety. 

Find out more about how we complete these surveys 

Here is a link to the questions we ask 

Our performance for 2025/26 is detailed below, compared to our performance in 2024/25: 

2. Information that we collect 

The other ten measures are information we collect as an organisation throughout the year. These are things like number of complaints received, number of anti-social behaviour reports, how long we take to complete repairs, and how we complete essential health and safety checks. 

Median means the middle score in a list of scores of other housing association's performance. It gives you a better idea of how we are performing than the average, which might be affected by very low or very high scores.   

*Our repairs targets: 

• Complete emergency repairs or make safe within 24 hours: 
• Complete urgent repairs within 7 days 
• Complete routine repairs within 28 days 

Top takeaways 

1. Around eight in every ten of our tenants are satisfied with the overall service we provide. Like last year, most dissatisfaction came from poor experiences with repairs — especially delays. Tenants also raised concerns about communication, often in relation to the repairs process.
2. Performance has improved across the majority of satisfaction measures (11 out of 12), reflecting a positive shift in tenant satisfaction compared to last year. 
3. We’re performing better than most housing associations in eight out of twelve of the TSMs we ask you about. 
4. Our highest scoring areas are how we treat customers fairly and with respect, providing a safe home, and maintaining clean and well-kept communal areas, with 86% satisfaction across these measures. 
5. The area where we don’t perform better than most housing associations relate to overall satisfaction, repairs (both overall satisfaction and time taken to complete repairs), and us providing a home that is safe and well maintained. Repairs, particularly delays and communication, remain the main reasons tenants are dissatisfied. While things have improved compared year-on-year, this is still a key area we need to focus on. 
6. Similar to last year, our lowest score is for ‘approach to complaints handling’, 54% of tenants advised they have made a complaint in the last twelve months saying they were satisfied with how their complaints were handled. This has improved from 47% last year. While this score might seem low, this result is in the top 25% for housing associations we are compared with. 
7. Even though satisfaction has improved, there are fewer complaints, and we have similar level of stage 1 complaints to other housing associations, we still need to keep improving our service quality and fix issues first time more often. 
8. We have also seen a reduction in the number of complaints progressing to stage 2 of our process.  This is lower when compared to other housing associations.   
9. There have been 23 cases where we didn’t acknowledge or respond to complaints within the Housing Ombudsman timeframes. We’re focusing on improving this by tightening our processes, fixing system issues, strengthening how we handle complaints, improving oversight, and working more closely with Avela Home Service to stay on track and meet deadlines. 
10. ASB satisfaction has improved alongside a reduction in reported cases, although reporting levels remain higher than other housing associations, reflecting continued customer confidence to report issues. 
11. We continue to maintain strong performance in core safety and compliance measures, with all homes meeting the Decent Homes Standard and consistently high compliance across essential safety checks. 

Board involvement 

Our TSM results are shared with the SLH Board on a quarterly basis. They are committed to driving improvements and therefore requested an action plan be developed to address any performance issues. The board closely monitors the plan's progress and reviewing its impact every quarter. 

What we’re doing 

Here are some things that what we’re doing because of our TSM results, with a focus on better communication and satisfaction with our repairs and maintenance service. 

• We set up a first contact resolution project group to improve how we handle enquiries first time, reducing the need for call backs, which have now halved. 
• We are reviewing homes with a high number of responsive repairs each month with neighbourhood teams to ensure the right support is in place, including timely repairs and tenancy management where needed. 
• We have improved how we identify, record and communicate follow‑on works, supported by staff training and clearer processes with our contractor to ensure a more consistent repairs service. 
• We’ve created a shared knowledge base, bringing together information from our website, policies and internal teams, so staff can quickly find the right answers and resolve queries at the first point of contact. 
• We reviewed our ‘knowing our customer’ no-access process to make it easier for customers to keep appointments, including weekend Housing & Community Officer visits and clearer no-access letters. Further improvements are now being developed. 
• We ran a social media campaign to make it clearer how customers can raise a formal complaint when they are unhappy with our service. 
• We introduced dynamic scheduling in our Assets team to improve the efficiency of planned works and gas appointments. 
• We are reviewing the repairs customer journey to better understand where dissatisfaction can occur and identify opportunities to improve the service. 
• Our operatives now contact customers proactively if they expect to be delayed before arriving for a repair appointment. 
• We are moving our reporting from legacy systems into Power BI to to make our performance data more consistent, reliable and easier to understand 
• Our complaints and performance officer has been driving improved customer feedback processes by delivering colleague workshops and team briefings, reinforcing timely and accurate complaint logging, and proactively reviewing feedback to ensure appropriate follow-up actions and better customer outcomes. 
• We developed neighbourhood plans using tenant feedback to tackle recurring issues such as fly tipping and dog foul in the local areas. 
• We delivered a social media campaign to provide more information on who gets our homes. This increased transparency and challenged misinformation. 

What we are doing well 

Whilst we recognise that there are areas where we need to improve, we are pleased that most of our customers are satisfied with the service we provide.   Tenants who are satisfied generally reported a straightforward experience with no service issues, and prompt and good quality repairs. 

Tenants satisfied with repairs timeliness praised the quick turnaround as well as the quality of the work, including the manner and professionalism of the tradespeople.  

Tenants views on how we listen, communicate and treat people have improved, suggesting a positive impact from changes in how we engage with customers. 

Shared ownership customers 

We also surveyed eight of our 38 shared ownership customers, so that they can have their say on our service. Satisfaction is lower amongst these customers, with four of eight customers saying they were satisfied overall with SLH. 

What happens next 

Our results and response will be sent to the Regulator before the deadline of 30 June 2026.