TSMs and Our Performance

Our performance in delivering landlord services

We work hard to make sure your home is safe, well-managed, and that you get the support you need. The Regulator of Social Housing checks how well we do this.

Tenant Satisfaction Measures (TSMs)

Since April 2023, we’ve been collecting data on 22 Tenant Satisfaction Measures. These help us understand how well we’re doing.

They cover:

• Keeping homes in good repair
• Building safety
• Respectful and helpful service
• Handling complaints
• Managing neighbourhoods

Some are measured using our own performance data, others via an annual tenant perception survey.

TSM Return 2023/24

Click here to see the Survey we sent out to all tenants.

Here is a breakdown of How we performed and here is the detailed report.

TSM Return 2024/25

Click here to see the Survey we sent out to all tenants.

Here is a breakdown of How we performed and here is the detailed report.

2024/25 Action Plan

TSM Return 2025/26

Click here to see the Survey we sent out to all tenants.

Here is a breakdown of How we performed across all of the TSM’s and here is the detailed report from the tenant survey.

2025/26 Action Plan

Tenant Satisfaction Measures 2025/26: Key Findings

We are pleased that 79% of tenants are satisfied with the services we provide, a result that remains stable and continues to place us above the national average for local authorities.

Our strongest results include:

• 80% feel they are treated fairly and with respect.
• 77% are satisfied with the safety of their home.
• 76% are satisfied that we provide a well-maintained home.

While satisfaction with our repairs service remains above the national average at 77%, it has fallen slightly, Feedback suggests that repair times and communication are the main areas where we can improve.

Communication remains a strength, with 66% of tenants feeling that we listen to their views and act on them, and more tenants saying they feel informed about issues that matter to them.

The area showing the greatest decline was complaints handling, with satisfaction falling to 36%. Improving how we respond to and resolve complaints will be a key focus for us moving forward.

Overall, the results show that tenant satisfaction remains high, and we will continue to build on our strengths while focusing on the areas where tenants tell us we need to do better.

The infographic below illustrates how tenant perceptions have changed since the 2024/25 survey.

Changes to our TSM Survey for 2026/27

We are making some changes to the way we promote our annual Tenant Satisfaction Measures (TSM) Survey to make it easier for tenants to take part and help us gather as much feedback as possible.

This year, instead of sending three separate mailings, we will send an initial survey invitation followed by one reminder mailing. Alongside the covering letter, residents will receive a new colour flyer which has been designed to be more visually engaging and easier to read. The flyer will highlight the key information about the survey, how to take part and why your feedback is important.

The new flyer format will also be used across our website, social media channels and as posters within sheltered housing schemes and communal areas, helping us reach more tenants through a consistent message.

These changes are based on our experience of previous consultation and feedback exercises, where more visually engaging communications generated significantly higher levels of tenant participation than traditional letter formats.

And, if we hold an email address for you, we will also continue to send email reminders with a direct link to the survey, making it even easier to have your say.

Your feedback helps us understand what is important to tenants and identify where we need to improve our services. We encourage all tenants to take part when the survey opens.

You can read more about the changes we have made this year in our Briefing Note.

Complaints and the Housing Ombudsman

The Housing Ombudsman is a free, independent service that helps tenants with complaints.

If we don’t resolve your complaint, you can contact them.

We follow the Complaint Handling Code, which helps us:

• Fix problems quickly
• Learn from complaints
• Improve our services
  
  You can view the council's Corporate & Housing Complaints Policy which implements the Housing Ombudsmen Complaint Handling Code

Read our reports

2026

• Read our self-assessment (2025/26)
• Read our annual complaints and service improvement report (2025/26)
• Governing Body Response to the Annual Complaints Performance and Service Improvement Report (2025/26)
• Report of the Housing and Planning Portfolio Holder - Annual Housing Complaints Performance and Service Improvement Report (2025/26)

2025

• ‍Read our self-assessment (2024/25)
• ‍Read our annual complaints and service improvement report (2024/25) ‍
• Governing Body Response to the Annual Complaints Performance and Service Improvement Report (2024/25)‍
• Report of the Housing and Planning Portfolio Holder - Annual Housing  Complaints Performance and Service Improvement Report (2024/25)

2024

• Read our self-assessment (2023/24)
• Read our annual complaints and service improvement report (2023/24)
• Governing Body Response to the Annual Complaints Performance and Service Improvement Report (2023/24)
• Report of the Portfolio Holder for Housing and Planning - Annual Housing Complaints Performance and Service Improvement Report (2023/24)

The Regulator of Social Housing ensures

• We are well run and offer good value
• We provide safe, good quality homes
• We treat tenants fairly and give them choices
• We let tenants get involved and give feedback
• We are open and honest
• We help improve the local community

The five consumer standards

• Safety and Quality Standard
  We must give you a safe, good quality home and landlord services.
• Transparency, Influence and Accountability Standard
  We must be open, fair, and respectful so you can raise concerns and help shape services.
• Tenancy Standard
  We must let homes fairly and manage tenancies properly.
• Neighbourhood and Community Standard
  We must work with others to keep your area safe and well looked after.
• Competence and Conduct Standard
  We must ensure our staff have the knowledge, skills and behaviours to deliver effective landlord servies.

Thank you to everyone who shared their views and helped shape the Housing Competence and Conduct Policy. You can view the feedback here

You can view the current version of the Housing Competence and Conduct Policy here

Who’s responsible?

• Damian Williams (Corporate Director, Operations and Delivery) – Oversees all landlord services
• Tim Clarke (Assistant Director, Housing and Environment) – Manages tenancy and neighbourhood services
• Rod Richardson (Interim Associate Director, Building and Public Realm) - Manages repairs and maintenance of housing stock)
• Councillor Andy Baker (Portfolio holder) – Checks that we’re meeting the standards