We want your experiences with our services to be positive from start to finish. And we want to know if we’re meeting this ambition by finding out how satisfied you are.
In 2023, the Regulator of Social Housing (RSH) set out new Tenant Satisfaction Measures (TSMs) designed to see how well landlords like us are doing at:
- Keeping properties in good repair
- Maintaining building safety
- Respectful and helpful engagement
- Effective handling of complaints
- Responsible neighbourhood management
The TSMs are split into two sections:
- 12 satisfaction survey questions that customers answer
- 10 management information measures
The 12 satisfaction survey questions are collected from both our rental and shared ownership customers.
So that’s why we now report each year on how we’re performing against each of these areas. For our 2025/2026 surveys, we’re working with The Leadership Factor (TLF) and Field Locker to carry out the surveys. They are customer research agencies specialising in customer experience.
Both are members of the Market Research Society and fully compliant with Data Protection Laws. We’re working with them so they can do what they’re best at, and we can keep focused on delivering our services.
Why are you carrying out this survey?
Who will contact me?
When and how will TLF contact me?
What will TLF ask me?
How long will the survey take?
Is my feedback confidential?
What information does Abri share with TLF about me?
Why haven’t I been contacted?
What if I don’t want to take part?
2025/2026 Tenant Satisfaction Measures
The 2025/2026 Tenant Satisfaction Measures includes data from both Abri Group and Octavia Group.
How big was the sample of customers?
How did we carry out the surveys?
Satisfaction with Abri
| Tenant Satisfaction Measure | Low Cost Rental Accommodation (LCRA) | Low Cost Home Ownership (LCHO) |
|---|---|---|
| Overall Satisfaction with Abri | 74.0% | 53.2% |
Satisfaction scores from rental customers over the last three years
| Section | Tenant Satisfaction Measure | Rental 2023/2024 | Rental 2024/2025 | Rental 2025/2026 |
|---|---|---|---|---|
| Overall satisfaction (TP01) | Overall satisfaction | 75.0% | 74.5% | 74.0% |
| Keeping properties in good repair (TP02) | Satisfaction with repairs completed in the last 12 months | 76.2% | 76.2% | 77.6% |
| Keeping properties in good repair (TP03) | Satisfaction with time taken to complete most recent repair | 68.8% | 69.9% | 73.3% |
| Keeping properties in good repair (TP04) | Satisfaction that the home is well maintained | 76.3% | 74.6% | 75.0% |
| Maintaining building safety (TP05) | Satisfaction that the home is safe | 81.8% | 81.6% | 82.2% |
| Respectful and helpful engagement (TP06) | Satisfaction that the landlord listens to tenants' views and acts upon them | 63.6% | 65.2% | 65.4% |
| Respectful and helpful engagement (TP07) | Satisfaction that the landlord keeps tenants informed about things that matter to them | 74.4% | 75.0% | 75.5% |
| Respectful and helpful engagement (TP08) | Agreement that the landlord treats tenants fairly and with respect | 81.4% | 79.6% | 81.0% |
| Effective handling of complaints (TP09) | Satisfaction with the landlord's approach to handling complaints | 34.9% | 41.3% | 36.6% |
| Responsible neighbourhood management (TP10) | Satisfaction that the landlord keeps communal areas clean and well maintained | 61.3% | 66.6% | 68.5% |
| Responsible neighbourhood management (TP11) | Satisfaction that the landlord makes a positive contribution to neighbourhoods | 63.5% | 65.3% | 68.9% |
| Responsible neighbourhood management (TP12) | Satisfaction with the landlord's approach to handling anti-social behaviour | 57.3% | 58.8% | 60.0% |
Satisfaction scores from shared owners over the last three years
| Section | Tenant Satisfaction Measure | LCHO 2023/2024 | LCHO 2024/2025 | LCHO 2025/2026 |
|---|---|---|---|---|
| Overall satisfaction (TP01) | Overall satisfaction | 62.7% | 52.4% | 53.2% |
| Keeping properties in good repair (TP02) | Satisfaction with repairs completed in the last 12 months | N/A | N/A | N/A |
| Keeping properties in good repair (TP03) | Satisfaction with time taken to complete most recent repair | N/A | N/A | N/A |
| Keeping properties in good repair (TP04) | Satisfaction that the home is well maintained | N/A | N/A | N/A |
| Maintaining building safety (TP05) | Satisfaction that the home is safe | 79.7% | 75.8% | 76.2% |
| Respectful and helpful engagement (TP06) | Satisfaction that the landlord listens to tenants' views and acts upon them | 48.4% | 44.1% | 43.8% |
| Respectful and helpful engagement (TP07) | Satisfaction that the landlord keeps tenants informed about things that matter to them | 72.2% | 64.1% | 63.7% |
| Respectful and helpful engagement (TP08) | Agreement that the landlord treats tenants fairly and with respect | 74.0% | 66.7% | 65.2% |
| Effective handling of complaints (TP09) | Satisfaction with the landlord's approach to handling complaints | 36.2% | 23.4% | 32.6% |
| Responsible neighbourhood management (TP10) | Satisfaction that the landlord keeps communal areas clean and well maintained | 56.6% | 44.9% | 50.0% |
| Responsible neighbourhood management (TP11) | Satisfaction that the landlord makes a positive contribution to neighbourhoods | 49.5% | 44.3% | 43.0% |
| Responsible neighbourhood management (TP12) | Satisfaction with the landlord's approach to handling anti-social behaviour | 43.9% | 38.0% | 39.8% |
What rental customers told us:
- How well their homes are maintained and how quickly issues are resolved matters most
- Prompt, good quality repairs make a big difference to satisfaction
- Feeling listened to and taken seriously is important
- Satisfaction drops when repairs are delayed, incomplete, or not done right first time
- Poor upkeep of communal areas and unclear or inconsistent updates cause frustration.
What shared owners told us:
- Clear communication is essential, especially when issues are ongoing
- Trust is built when Abri follows through and does what it says it will do
- Being kept informed about what’s happening, and when, matters more than speed alone
- Dissatisfaction is driven by unfinished repairs, communal areas not being maintained, and repair quality
- Problems that remain unresolved, particularly with little or inconsistent communication, lead to the greatest frustration.
How are we acting upon the results?
In response to what you’ve told us, we’ve since launched a new Customer Communications Panel. The purpose of this informal panel is to bring customer insight and feedback into customer-facing communications. This could involve reviewing and providing feedback on our websites, the portal, our social media channels, emails or our printed communications.
We’ve also regionalised our customer newsletter to ensure the news you receive from us, is relevant.
Our latest TSM results have also enabled us to identify regional housing priorities across our geography. These priorities were co-created with our customer panels and we’re currently building action plans.
When it comes to repairs, you told us that speed is one of the most important things - so we've decreased this from 28 days to 17 days to complete a repair. We’ve also updated our website to give a better understanding of the service we provide and have created a YouTube video to explain what we do in communal areas.
We’ll continue to make changes and improvements in line with what you’ve told us and will keep you updated.
Year-on-year performance comparisons →
| Section | Tenant Satisfaction Measure | LCRA 2023/2024 | LCHO 2023/2024 | LCRA 2024/2025 | LCHO 2024/2025 | LCRA 2025/2026 | LCHO 2025/2026 |
|---|---|---|---|---|---|---|---|
| Keeping properties in good repair (RP01) | % of homes that do not meet the decent homes standard | 0.0% | N/A | 0.0% | N/A | 0.0% | N/A |
| Keeping properties in good repair (RP02) | Repairs completed within target timescales (emergency) | 97.9% | N/A | 98.7% | N/A | 97.5% | N/A |
| Keeping properties in good repair (RP02) | Repairs completed within target timescales (non-emergency) | 95.5% | N/A | 94.7% | N/A | 96.7% | N/A |
| Maintaining building safety (BS01) | % of due Gas Safety Checks completed | 99.9% | 99.9% | 99.0% | |||
| Maintaining building safety (BS02) | % of due Fire Safety Checks completed | 99.1% | 99.3% | 97.7% | |||
| Maintaining building safety (BS03) | % of due Asbestos Safety Checks completed | 98.9% | 90.0% | 96.5% | |||
| Maintaining building safety (BS04) | % of due Water Safety Checks completed | 96.4% | 97.5% | 95.0% | |||
| Maintaining building safety (BS05) | % of due Lift Safety Checks completed | 89.9% | 96.7% | 96.9% | |||
| Effective handling of complaints (CH01) | Number of Stage 1 complaints received per 1,000 homes | 78.4 | 44.2 | 69.9 | 54.2 | 91.2 | 84.2 |
| Effective handling of complaints (CH01) | Number of Stage 2 complaints received per 1,000 homes | 20.9 | 13.7 | 20.4 | 19.9 | 32.2 | 34.2 |
| Effective handling of complaints (CH02) | % of complaints handled within the complaint handling code timescales (Stage 1) | 62.2% | 62.6% | 79.4% | 76.1% | 98.5% | 98.6% |
| Effective handling of complaints (CH02) | % of complaints handled within the complaint handling code timescales (Stage 2) | 33.4% | 37.0% | 75.0% | 71.6% | 94.1% | 96.5% |
| Responsible neighbourhood management (NM01) | Number of new ASB cases reported per 1,000 homes | 57.8 | 55.6 | 31.7 | |||
| Responsible neighbourhood management (NM01) | Satisfaction with the landlord's approach to handling anti-social behaviour | 1.7 | 1.3 | 0.9 | |||
Data from 2023/2024 and 2024/2025 is not inclusive of data from Octavia Group.
How do our results compare to other providers?
Until all results are submitted by other housing providers, we’re only able to compare ourselves to last year’s results median results. Based on that we can see, our rental customer results remain broadly above the sector median of 71.8% with strong performance across key areas such as safety, communication, and complaint handling, although there are a few areas slightly below the median, including anti-social behaviour and communal areas.
For shared ownership customers, performance is also consistently above the sector median of 47.9%. We outperform the median across most measures, particularly safety, communication and fairness, and complaints is in line with the median. Communal areas is slightly below the benchmark.
As soon as we are able to, we will update this with a more up to date comparison for this year.