Tenant Satisfaction Measures (TSMs)
We’re committed to providing clear and easy to understand information about how we’re performing, what customers are telling us and how we’re using this feedback to improve our services.
Each year, we share an annual summary of our performance against the Tenancy Satisfaction Measures (TSMs). These show an average of our results over the last 12 months. Our results for 2024/25 are detailed on this page. You can find out more about how we did the survey in our summary of approach document.
The TSMs cover these key areas:
- Overall customer satisfaction and engagement
- Keeping properties in good repair
- Maintaining building safety
- Effective handling of complaints
- Responsible neighbourhood management
As we merged during the year, we also reported the scores for both legacy organisations.
Overall customer satisfaction and engagement
These measures show how satisfied our customers are with the overall service we provide. This includes our low-cost rented accommodation customers (Tenants/specialist housing customers) and low-cost home ownership customers (Shared ownership customers).
Tenants/specialist housing customers (LCRA)
61.85%
Overall customer
satisfaction
53.10%
Satisfasfied we listen to their
views and act open them
62.88%
Satisfied that we keep
customers informed
70.81%
Agree that the we treat them
fairly and with respect
Shared ownership customers (LCHO)
45.86%
Overall customer
satisfaction
37.95%
Satisfied we listen to their
views and act open them
56.90%
Satisfied that we keep
customers informed
59.96%
Agree that the we treat them
fairly and with respect
Keeping homes in good repair
This shows the extent to which customers are satisfied by the repairs service we provide through our contractors, how quickly we complete repairs and how well we maintain their home.
All customers
66.33%
Satisfied with repair service
60.07%
Satisfied with time taken
to complete repairs
60.72%
Satisfied we provide a home
that is well maintained
1.41%
Homes that do not meet the
Decent Homes Standard’
67.41%
Non-emergency responsive repairs completed within our target timescale
93.40%
Emergency responsive repairs completed within our target timescale
Additional repairs data
116,308
Number of responsive
repairs raised
96,616
Number of responsive
repairs completed
16,410
Number of responsive repairs
that were cancelled
8,889
Number of responsive repairs
not completed (‘work-in-progress’)
on 31 March
Maintaining building safety
This shows our performance against key safety metrics.
All customers
99.97%
Gas safety checks
100%
Fire safety checks
98.52%
Asbestos safety checks
98.93%
Water safety (legionella) checks
100%
Lift safety checks
71.99%
Satisfied that we provide a
home that is safe (LCRA)
68.19%
Satisfied that we provide a
home that is safe (LCHO)
Effective handling of complaints
These measures show the extent to which customers are satisfied with the way we handle complaints and the time taken for us to respond.
Tenants/specialist housing customers (LCRA)
33.08%
Satisfied with our approach to complaints handling
114.46
Stage one complaints
per 1,000 homes.
92.80%
Stage one complaints responded to within the Complaint Handling Code
28.54
Stage two complaints
per 1,000 homes.
74.51%
Stage two complaints responded to within the Complaint Handling Code
Shared ownership customers (LCHO)
25.78%
Satisfied with our approach to complaints handling
38.31
Stage one complaints
per 1,000 homes.
93.71%
Stage one complaints responded to within the Complaint Handling Code
12.29
Stage two complaints
per 1,000 homes.
90.20%
Stage two complaints responded to within the Complaint Handling Code
Responsible neighbourhood management
This shows how satisfied customers are with the management our neighbourhoods and the support we provide to the communities we serve.
Tenants/specialist housing customers (LCRA)
45.20%
Satisfied that we keep communal areas clean / maintained
47.69%
Satisfied that we make a positive contribution to their neighbourhood
45.12%
Satisfied with our approach to handling anti-social behaviour
Shared ownership customers (LCHO)
39.44%
Satisfied that we keep communal areas clean / maintained
40.75%
Satisfied that we make a positive contribution to their neighbourhood
35.54%
Satisfied with our approach to handling anti-social behaviour
All customers
61.75
Anti-social behaviour (ASB)
cases per 1,000 homes
0.68
ASB cases that involve hate
incidents per 1,000 homes.