How we are Performing
We are committed to providing transparent, accurate, reliable and valid information about our performance.
We want to make sure that our services are delivered in line with tenant’s expectations, and our Customer Service Commitments. We actively listen to our tenants, ensuring that they are at the heart of all we do. We recognise that all feedback is invaluable and use it to make changes and improve our services. Our Board and tenant committee, the Tenant Voice Group, regularly review our performance, which you can read more about below.
Our Performance
We measure performance in all our service areas to ensure that we are providing great customer service and delivering on our Corporate Plan. You can see our quarterly performance results below.
Tenant Satisfaction Measures
The Tenant Satisfaction Measures (TSMs) were introduced by the Regulator of Social Housing in England to help them see how well housing providers are delivering services and making sure we are providing good quality homes. The TSMs provide visibility and transparency of how we are performing across a total of 22 measures; 12 of these come from surveying tenants about their satisfaction with services and 10 come from the information we hold. This includes data in relation to building safety, anti-social behaviour and complaint handling. To find out more about the measures click here.
2025-26 Results
To gather feedback from our tenants on their satisfaction with our services, a survey was completed by post and telephone. To find out more about our approach, click here.
Our overall results and a comparison to the previous year can be found below.
2026-27 Survey
The TSMs survey for this year has begun, to find out more click here. We will continue to keep you updated and will report on our performance each quarter and annually.
Customer Insight
We value your feedback and use it to shape the services we provide. Our Customer Insight page shares key findings and how we are using your feedback to make improvements.
Complaint Performance & Service Improvement Report
Our Complaint Performance and Service Improvement Report details the lessons learnt and the improvements made, all shaped from tenant feedback.
Got any feedback or questions about our performance?