We’re committed to ensuring our customers have a positive experience with us from start to finish. One of the ways we aim to find out if we’re meeting this ambition is through the Tenant Satisfaction Measures (TSMs). In 2023, the Regulator of Social Housing (RSH) set out a new set of 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.
Our 2025/26 TSM programme has now completed for Abri customers. We’ve been pleased to see rental satisfaction has improved by +2.4% to 76.9% and shared ownership satisfaction has improved by +3.7% to 56.1%. We’ll be surveying Octavia customers too, combining the results to get our final satisfaction figures for 2025/25.
This year we undertook a mixed methods survey approach. We surveyed customers by phone, face to face and online. This differs from our approach over previous years (which was just phone calls), to give harder to reach customers the opportunity to take part in different ways., although telephone surveys remain the main survey method.
The table below shows the Abri customer results for each TSM question. It includes this year’s results, compared to the last two years. The first table shows results for rental customers and the second table for shared owners. The tables also compare our results to those of other providers.
The Regulator of Social Housing (RSH) published their Headline Report in November, which provides their analysis of all providers scores from 2024/2025. The median (average) scores for all housing providers are shown on the right-hand side of each table and are colour coded, to show whether our results are above the median (green) or below (red).
For our rental customers our scores for this year have increased in every area except for complaints handling. Our satisfaction scores are higher than the median for every question and our overall satisfaction is 5.1% higher than the median of all providers.
The Regulator for Social Housing released the sector’s TSM data for 2024/25, including regional comparisons and analysis of 19 landlords in the nation with 40,000+ homes. Out of which we ranked 2nd for rental satisfaction.
The RSH also published the median score for larger providers – like Abri, those with 40,000+ properties. The median overall satisfaction score for larger providers for 2024/25 is lower than the score for all providers at 64.6% for rental customers. Our score for this year is 12.3% higher than this, but there is still more to do to provide the best services we can for our customers.
Our focus continues to be on delivering the best services for our customers, and these scores show us we need to improve our approach to complaints and Anti-Social Behaviour (ASB).
To help us do this, we’ve developed an action plan to improve our handling of complaints. We’ve spoken to some customers who’ve given us negative feedback to understand why and listened to their views to improve the customer journey, including improved communication to ensure customers are kept more informed during the complaint investigation.
We’ve also started reviewing each complaint that has escalated to identify what went wrong and where improvements could be made. As well as applying and learning from the Housing Ombudsman feedback.
For ASB we continue to consider ways to ensure our customers feel safe and secure in their homes and community. We’ve refreshed our policy and procedure to update our communication methods and response times, and we’ve also updated our website and developed a leaflet so that customers are aware of the support and services that are available them.
In addition to this, we’ve been sharing a series of updates with customers highlighting our ongoing commitment to providing support through specialist agencies, including our close working with the police.
