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Survey results from our Shared Owners
Every year, we ask customers how we're doing and report the results through Tenant Satisfaction Measures (TSMs), which are used by the Regulator of Social Housing to assess housing associations.
This year (2025-26) customer feedback shows continued improvement across all areas of the survey. Since we began reporting TSMs, our overall customer satisfaction score has increased by over 7%.
We're also proud to have achieved a C1 rating – the highest rating for consumer standards, recognising our strong performance in listening to customers, maintaining safe homes and delivering services that meet people's needs.
The results below are based on feedback from 368 shared owner customers who completed an independent survey during 2025-26.
TP01: Proportion of respondents who report that they are satisfied with the overall service from their landlord.
Customer survey results
Our scores have improved across every area of the survey since last year. These results are based on feedback from Shared Owner customers who completed an independent Tenant Satisfaction Measures (TSM) survey.
Maintaining building safety
See customer satisfaction with the safety of their home.
Performance data
These results are based on our performance data and are not taken from customer surveys.
Maintaining building safety
Scroll through to see our performance data showing the percentage of homes where all required checks have been completed, including:
- gas safety checks
- fire risk assessments
- asbestos management surveys or re-inspections
- legionella risk assessments
- communal passenger lift safety checks
Summary of performance
- We improved our My Account service based on customer feedback, making it easier for customers to access services online.
- Our Customer Scrutiny Panel reviewed how we engage with customers and made 17 recommendations to help us make customer involvement more inclusive, effective and meaningful.
- We strengthened our approach to antisocial behaviour (ASB) and hate crime, using customer feedback to improve support, make reporting easier and provide clearer guidance for customers experiencing problems in their neighbourhoods.
- We introduced our Good Neighbour Policy to help resolve low-level neighbour issues earlier and encourage respectful, positive communities.
- Improved our communications with shared owners by launching a new website with a dedicated space for shared owners and developed targeted newsletters written specifically for shared owners.
- We restructured our teams to assign two officers who are dedicated to supporting Shared Ownership customers, this has improved our understanding of the challenges faced by our shared owners and highlighted key information gaps.
While performance has improved, we know there is more to do to deliver consistently high-quality services.
- We need to improve consistency in how complaints are resolved, ensuring investigations are completed within expected timescales and customers receive clear, timely updates throughout the process.
- We need to continue improving how we manage antisocial behaviour cases so that responses are consistent, timely, and clearly communicated to customers, particularly for more complex or higher-risk reports.
- Create and launch Citizen commitments for our shared owners and use customer feedback to shape and improve our services.
- Continue enhancing our digital channels, making it easier for customers to access our services when they need them.
- Work with customers to create safer, cleaner and more welcoming neighbourhoods while continuing to improve our response to antisocial behaviour, hate crime and neighbour disputes.
- Continue to develop our targeted communications and content for our Shared Owners.
- We'll improve how we manage complaints by strengthening our digital system, improving tracking and automation, and giving customers clearer updates on progress and outcomes, this includes:
- Better case tracking, record keeping, and automated communication
- Improved visibility for customers through the online portal
- Stronger tracking of actions, compensation, and learning from complaints
- Enhanced reporting to support service improvement and accountability
We'll improve our response to antisocial behaviour by embedding a more consistent and proactive approach, this includes:
- Earlier intervention through a Good Neighbour approach and better risk identification
- Faster, more consistent case handling through improved diagnostics and clearer processes
- A dedicated Duty Officer for serious cases
- Reviewing legal processes to reduce delays and speed up outcomes for customers.
How we carried out our TSMs for 2025-26
For information about how the survey was conducted and to view the questionnaires used, visit our main Tenant Satisfaction Measures page.
Our vision for the future
Listening to our customers is central to how we improve our services, homes and neighbourhoods. The feedback we receive through TSMs helps shape the decisions we make and supports our long-term vision of creating places where people feel safe, supported and proud to live.
Get involved
We’re listening to our customers and using your feedback to make our services better. Find out how you could get involved and the impact your feedback has already made.
Help and advice
Get help with understanding your bills, learn important safety information and report antisocial behaviour.