Tenant Satisfaction Measures (TSMs)
The Tenant Satisfaction Measures (TSMs) were introduced by the Regulator of Social Housing in 2023 to help assess how well we’re doing in providing good quality homes and services. These results only cover those who rent from us, and are not the views of leaseholders or shared owners. But in other parts of this annual report, we’ve included satisfaction statistics that include the views of ALL our residents, not just those who rent from us.
For more information you can visit our dedicated page on our website.
So how are we doing?
The results below show how we did in 2024/25 on all our rented properties.
of residents satisfied with the overall service from their landlord, ccha
Keeping properties in good repair
satisfied with the overall repairs service in last 12 months
satisfied with the time taken to complete your most recent repair
satisfied that your home is well maintained
of homes meet the Decent Homes Standard
of emergency repairs were completed within target timescales (24 hours)
of non-emergency repairs were completed within target timescales (5 or 20 working days)
We’ve listened to your feedback around repairs and from April 2025, we’ve changed our repairs service model to better meet your needs. Repair calls are now managed by us, and we raise them with our new repairs contractors, KNK. This gives us better control over the service. Through this, we hope to improve communication and quality and reduce delays.
100% of homes meet the Decent Homes Standard
Maintaining building safety
satisfied that your home is safe
Gas safety checks completed
Fire safety checks completed
Asbestos safety checks completed
Water safety checks completed
Communal lift safety checks completed
We’re pleased to have maintained 100% compliance for buildings and want to improve resident satisfaction with safety. We know that timely and high-quality repairs, as well as managing anti-social behaviour, will help residents feel safer in their homes. Therefore, we’re investigating ways to improve how residents report anti-social behaviour to us while ensuring staff are well equipped to manage cases reported.
74.7% of you agree that we treat you fairly and with respect
Respectful and helpful engagement
satisfied that we listen to your views and act upon them
satisfied that we keep you informed about things that matter to you
agree that we treat you fairly and with respect
62% satisfied that we make a positive contribution to the neighbourhood
This year we’ve been working behind the scenes to make changes based on resident feedback. We’ve read all the comments residents have made in their satisfaction survey responses, we review and learn from complaints, we listen at estate action days, stock tours and coffee mornings, and our Residents’ Panel helps us to review our services.
From this, we’ve created better processes to manage residents’ queries, set up a customer contact centre to provide more first-time fixes and changed our repairs service. We hope residents see the benefits of these changes soon.
We also recognise the need to communicate more effectively with residents about the work we’re doing. While meaningful change takes time, we’re listening and actively working on ways to improve.
Effective complaints handling
satisfied with our approach to complaints handling
Stage 1 complaints relative to the size of the landlord (per 1,000 homes)
Stage 2 complaints relative to the size of the landlord (per 1,000 homes)
of Stage 1 complaints were responded to within Complaint Handling Code timescales (10 working days)
100% of Stage 2 complaints were responded to within Complaint Handling Code timescales (20 working days)
Our customer contact centre has helped us capture resident feedback at the first point of contact, which has resulted in an increase in the number of complaints received this year.
Satisfaction with complaints is low across the sector. We’re comparable with other associations but we want to be better than that. We’re committed to improving resident satisfaction with complaints and staff have received training on complaints handling and responses. This has led to some improvement on our 2023/24 results.
We’re disappointed with our response times for Stage 1 complaints. This was due to a much higher volume of complaints and changes in staff. We’re investing in additional resources and working to support those responding to complaints.
We hold a forum every three months to review our complaints and see where we can learn from them. You can read more about our lessons learned in our complaints annual report, which will be published in September 2025.
Responsible neighbourhood management
satisfied that we keep communal areas clean and well maintained
satisfied that we make a positive contribution to the neighbourhood
satisfied with our approach to handling anti-social behaviour
anti-social behaviour cases relative to the size of the landlord (per 1,000 homes)
anti-social behaviour cases involving hate crimes relative to the size of the landlord (per 1,000 homes)
We’ve worked with our gardening and cleaning contractors this year to improve the service, seeing new account managers join us. They’ll be inspecting and monitoring the quality of the work done in our neighbourhoods.
Next year will see us get to know our estates and residents better through increased visits and contact with residents, which will help us improve our neighbourhoods. We’re also actively working with the local authority, Safer Neighbourhood Teams and other partnerships to help create stable and better communities for all our residents. We have initiatives in place to help make community improvements and will look at how we better promote this to residents.
Our work with partners will help us improve our approach to handling anti-social behaviour. We’ll ensure staff are equipped to deal with reports and achieve better outcomes for residents. We’ve also increased staffing and expertise in our Neighbourhoods Team to help support this.
