We monitor feedback and scrutinise our performance to make sure we are delivering for our customers and making improvements where they are needed. Here is how we performed in 2025/26.

Monitoring satisfaction 

The government introduced Tenant Satisfaction Measures (TSMs) in 2023 as a way for housing providers to assess how well they are doing through a standard set of questions that help us understand what’s working, what’s not, and how we compare to others. 

We used a trusted independent survey provider called Pexel for our surveys in July 2025 and we received feedback from 700 customers. 

Our scores improved in five out of the 12 TSMs when compared to 2024/25. Most notably in satisfaction with our repairs service, which went from 68.1% in 2024/25 to 70.2% in 2025/26, as well as our management of communal areas, which went from 67.4% in 2024/25 to 72.1% in 2025/26.

Our Tenant Satisfaction Measures scores

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We will continue to contact all customers that have requested a call about dissatisfaction with our services, to help us focus on making the improvements that matter the most to you. 

Click here to read more about our Tenant Satisfaction Measures.

Listening to your feedback 

Feedback from residents is vital in helping us make improvements. This is why we record every compliment, service request and formal complaint we receive. 

In 2025/26, we received: 

Handling complaints 

In 2025/26, we focused on improving how we handle complaints, updating our Complaints policies to remain in line with the Housing Ombudsman code, and increasing customer awareness of how to make complaints. 

Over the past year, we have received 406 complaints and 387 service requests, compared to 205 complaints and 443 service requests in 2024/25, with more customers using our stage two appeal process. This increase is in line with others in the sector and is due to our active encouragement of residents to go through the correct formal complaints process so we can ensure issues are resolved, as well as changes to the Housing Ombudsman Complaint Code and an increase in media coverage regarding Awaab’s Law and disrepair. 

To improve how we respond to complaints, we had 113 complaints reviewed by our Customer Representatives to bring the ‘customer perspective’ into the complaints process and help ensure that outcomes are fair and balanced. 

Although the volume of complaints has increased, we continued to respond to 100% of complaints within the Housing Ombudsman Complaint Handling Code timescales (both Stage 1 and Stage 2).

Following a Housing Ombudsman Policy review, we made changes to our Customer Complaints and Feedback Policy to ensure the policy fully aligns with the Ombudsman’s Complaint Handling Code and delivers the best outcome for our residents. As part of our commitment to continuous training for managers who are responsible for investigating complaints, we hosted a training session to ensure they are responding to complaints in line with the new Housing Ombudsman code and updated guidance. 

As a result of the improvements we made to how we deal with complaints, we were invited by the Housing Ombudsman to speak at a webinar in May 2026. 

Communicating effectively 

We launched a new system that has improved the customer experience when using our phone lines. With our new system, residents will get through to the right person to answer their enquiry more quickly, providing the support they need on the first call. 

There are now more people to take the calls and more menu options available to choose from, as we added options such as damp and mould, so we can deliver a better service by resolving your issue on the first call. Of the 53,285 calls we took in 2025/26, 75.8% of queries were resolved on first call, which is an increase from 73% in 2024/25.

From the 1,763 post-call surveys that were completed, 93% of residents thought our Customer Service Officers were polite and knowledgeable, and 89% were satisfied with the overall experience with our customer service centre.

Retaining the highest regulatory ratings

Following our annual stability check in November 2025, the government’s Regulator of Social Housing reconfirmed our governance grading of G1 and our financial viability grading of V1. This judgement demonstrates that we are well-governed, compliant with relevant legislation and have the financial capacity to deal with a wide range of adverse scenarios. 

The Big Door Knock

On 26 June 2025 we held our fifth annual Big Door Knock, which involves all our staff heading into our neighbourhoods to visit customers in person. It is a great opportunity for us to hear resident feedback and make improvements to areas which are important to our residents. 

• We knocked on 4,936 doors compared to 4,720 in 2024
• We competed 1,370 surveys compared to 1,248 in 2024
• 87.6% of customers know how to make a complaint compared to 83.7% in 2024

• The average survey score was 4 out of 5