On this page, we share how our services are performing against key measures, including what is working well and where we are taking action to improve.

Monitoring and publishing our performance is important to us because it supports transparency, accountability and continuous improvement. By understanding our performance, we can make better decisions, improve outcomes, and ensure we are delivering reliable, high‑quality services that meet people’s needs.

Tenant Satisfaction Measures

Tenant Satisfaction Measures (TSMs) assess performance across a wide range of our housing services, including repairs, neighbourhood satisfaction, building safety, communication, and how we handle complaints.

TSMs help to ensure that:

  • Customers can clearly see how we are performing and are able to scrutinise our services.
  • We understand how our customers feel about our services and where improvements are needed.
  • We provide transparent performance information to our regulator, the Regulator of Social Housing, to demonstrate how we meet the Regulatory Consumer Standards.
How Tenant Satisfaction Measures work

There are 22 Tenant Satisfaction Measures in total:

  • 10 measures are known as management information and are collected and reported directly by us as the landlord.
  • 12 measures are based on customer feedback and are gathered through tenant perception surveys, known as STAR survey. 

These tenant perception measures are collected through our STAR survey (Survey of Tenants and Residents). We carry out the STAR survey twice a year using an independent research company. This ensures feedback is collected fairly and helps us understand customers’ experiences, identify priorities, and make improvements to our services.

Our Tenant Satisfaction Measures results

You can view our Tenant Satisfaction Measure results on this page.

Tenant Satisfaction Measure Results 2025/26

Tenant Satisfaction Measure 6-month Results 2025/26

Tenant Satisfaction Measure Results 2024/25

Tenant Satisfaction Results Summary of Approach

Tenant Satisfaction Measure Questions we Ask

About the data - You may notice some small differences in our overall performance figures and those reported as TSM's here. This is because the TSM's only include specific 'tenure' (house) types for each measure, whereas other performance data may include all or different tenure types.

Survey of Tenants and Residents (STAR)

Survey of Tenants and Residents (STAR) 

Our STAR survey calls take place twice a year. An independent company called Acuity calls customers for us. Calls will only take place:

  • Monday to Friday: 9.30am-7.45pm
  • Saturday: 10.00am - 6.00pm

Customers will only be asked to take part in a STAR survey once within any 12‑month period.