Satisfaction Results 2025

Every three years, we commission an independent company to carry out a tenant satisfaction survey. We are delighted to share a snapshot of the latest results with you.

While overall satisfaction has decreased slightly since our last survey, we are confident that the improvements we have recently introduced, including our new staff structure, housing management system and phone system, together with stronger monitoring of our service standards and performance, will help improve satisfaction over time.

Satisfaction with repairs saw the largest reduction. We have already consulted tenants about how we can improve their experience and have taken action in response. We will now carry out more pre-inspections for complex or recurring repairs and increase the number of post-inspections. This will involve contacting or visiting tenants to discuss their experience and check that work has been completed to the expected standard.

There were also many positive results. More than 90% of tenants were satisfied with how well we keep them informed, the opportunities available to get involved and influence our services, and the quality of customer care we provide.

Read our quarterly newsletter for updates on our performance, including our standing articles, Survey in the Spotlight and Meeting our Service Standards.