Tenant Satisfaction Measures (TSM’s) were introduced by the Regulator of Social Housing in 2023.
They are a set of measures that have been introduced to help our customers understand how we’re performing.
In total there are 22 measures that cover customer satisfaction with things like repairs, complaints handling, quality and standard of homes and how well our customers feel listened to.
We collect information for these measures by asking our customers for their feedback via telephone surveys which happen every month and your feedback is then used to help shape and improve our service.
Survey Overview
Between 4th June 2024 to 10th February 2025, our Customer 1st Team made 590 telephone surveys.
Headline Results
Overall, customer satisfaction with our services increased to 83.9, up from 80.1 last year.
The biggest improvement was in satisfaction with how we handle anti-social behaviour, which rose to 66.2 from 52.7 the previous year.
The only area to see a decline was satisfaction with the cleanliness and maintenance of communal areas, which dropped to 72.8 from 75.7 last year.
What Drives Tenant Satisfaction?
Our analysis shows two key drivers of overall satisfaction:
- Satisfaction with a home that is well maintained scored 82.6, showing the success of our Windows and Doors Programme, now over 70% complete across Castle Vale.
- Satisfaction that as a landlord we listen and act on views from customers scored 74.0, showing that our customer’s voices are been listened to.
Listening & Acting on your feedback
We heard your concerns loud and clear about the condition of communal areas. Since M&BG took over in March, we’ve already seen improvements. This change is a direct result of your feedback, and a clear example of how we’re listening and acting. One Customer shared:
“How refreshing that workmen arrived, fully completed the job to a good standard, cleaned up all their mess and were really polite and friendly… Long may it continue.”
We also responded to feedback where only 37.8 of customers who responded were satisfied with our approach to complaint handling.
Since then, we have appointed a dedicated Complaints Officer and developed additional guidance and training programmes to improve how we manage complaints.
Looking Ahead
We’re proud of the progress made, especially in areas that matter most to you. But we’re not stopping here. With continued investment in home maintenance and a focus on listening and acting on your views, we’re confident we can keep improving.
Our 2024 / 25 Tenant Satisfaction Measures Full Results
Our 2024 / 25 Tenant Satisfaction Summary
Our 2024 / 25 Questionnaire