Tenant Satisfaction Measures: Overall satisfaction
Your overall satisfaction with how well we're providing quality homes and services.
| Low Cost Rental Accommodation (LCRA) satisfaction | Low Cost Home Ownership (LCHO) satisfaction | ||
| 2024/25 | 2023/24 | 2024/25 | 2023/24 |
| 54% | 53% | 29% | 31% |
Overall, residents in social and affordable rented homes told us that they are still as satisfied with our services as they were last year, but we still need to improve. Residents who own a share of their home told us that we have much more work to do compared to last year.
What we’re doing to improve
We’re three years into our Major Works investment programme and have delivered more than 16,000 improvements to bathrooms, kitchens, windows, roofs and other building elements. We’re on track to deliver around 9,000 more this year.
We’ve reduced outstanding repairs by more than 13,500, so we can deal with new repairs more quickly.
In October 2024, residents got involved to help us design our new repairs diagnostics tool called RepairFinder, which helps colleagues accurately identify problems and raise jobs. This means we can send the right colleague, with the right tools, first time.
We’ve improved the support complaint handlers receive, so they’re better equipped with the latest guidance and tools to do right by residents. This includes guidance on using the right tone of voice, so our communications with you leave you feeling heard, and confident that we’ll put things right.
We've developed a new information-sharing system to make sure urgent complaints involving residents with additional needs are dealt with more quickly.
We’ve created a new team that oversees managing agents to make sure their services are resident-focused and that they’re delivering value for money. The team is also responsible for working with managing agents to drive improvement when they’re under-performing.
We’ve delivered more opportunities for residents to get involved with shaping or improving our services than ever before. In total, 298 residents have been involved with us this year in an activity to help shape our services, including leaseholders who have helped us improve the information we share with homeowners.
Our Tenant Satisfaction Measures report
For a more detailed description of our TSMs results, including what you’ve told us, and more on what we’re doing to improve, you can read our full report: