Your Call (TSM results) from April to June 2025

We have completed the second year of Tenants Satisfaction Measures (TSMs) that all housing providers need to collect. You can see our full year results for 2024-25 on our webpage.

We want to be open and give you timely information about how we are doing, so here is the feedback from the Your Call survey so far this financial year…

Your Call (TSM results) from April to June 2025

A total of 265 tenants took part in the Your Call phone surveys between April and June 2025, with 250 completed and 15 partially completed, meeting the required accuracy margin of +/- 6.1%. These tenants were randomly selected by the independent research specialist Acuity.

Some questions were only asked if relevant to the resident’s recent experiences, for example, if they have received a particular service within the previous 12 months. Here are the numbers who took part in those questions:

• Satisfaction with repairs and time taken to complete: 157
• Satisfaction with complaints handling: 54
• Satisfaction communal areas are clean and well maintained: 142

Neighbourhoods

Neighbourhoods

68% Satisfaction that the landlord keeps communal areas clean and well maintained

67% Satisfaction that the landlord makes a positive contribution to neighbourhoods 

57% Satisfaction with the landlord's approach to handling anti-social behaviour 

What are we doing about poor performance? 

We are reviewing the results and the feedback to see what we can do to improve our performance.

For example we looked into the feedback about our complaint handling performance.

Many residents gave Acuity permission to match their details with their feedback. We could see that many of the residents who were dissatisfied with our complaints handling hadn’t made a formal complaint. Many residents had made an informal complaint to our repairs team or a housing officer, and are saying that they are dissatisfied with how that is handled.

This ties in closely to how residents judge our ability to listen and act – satisfaction on this measure is mostly judged on how we handle day to day enquiries – especially in repairs and maintenance.

We are developing a number of medium – long term changes to improve how we manage enquiries and repairs and maintenance.

We will communicate our response to the annual results, in our autumn magazine. 

This page has been reviewed by residents on our Communications Crew and the text has been developed based on their suggestions.