Our Tenant Satisfaction Measures 2025/26

Our 2025/26 Tenant Satisfaction Measures (TSMs), show that seven out of ten tenants think their home is well-maintained and that they are satisfied with our repairs service (including the time it takes us to carry out a repair). And nearly six out of ten shared owners say we keep them informed about the things that matter to them.

“We’re pleased customers continue to be satisfied with most of the services we provide, while acknowledging we have work to do in some areas,” said Hyde Group Chief Executive Officer, Andy Hulme.

TSMs give customers the chance to feed back on our services. Importantly, it’s one of the tools we use to help us improve our services. TSMs (and the questions behind them) are set by the Regulator of Social Housing. Responses are gathered by an independent research company through customer surveys and interviews.

Over the past year we changed how we manage our neighbourhoods, based on what customers told us would make the biggest difference. That has seen our Antisocial Behaviour, Tenancy and Neighbourhoods teams coming together, so we can act faster when issues arise.

And Pinnacle, which became part of Hyde in 2024, won the contracts for our grounds maintenance services and communal cleaning services. This joined-up approach, covering most of our neighbourhoods, is more efficient and is already delivering better value for money and higher quality services for customers.

“And last year, we committed to addressing areas of dissatisfaction for shared owners, including complaints handling and communications,” Andy added.

“We’ve improved our service charge processes, added functionality to MyAccount and re-established our Homeowners Group. More homeowners have joined Customer Voice and our Group Housing Services Committee, giving them a voice at the highest level.

“Shared owners’ satisfaction has risen in many areas as a result. More of them say we’re keeping them informed, treating them with respect and acting on their views.”

Our new Homeowner Service Centre, launched in April 2026, will improve satisfaction further. Calls from homeowners are now automatically routed to homeowner officers trained to handle all their queries, including communal repairs, ASB reports and lease enquiries.

“Our TSMs show we remain focused on putting customers first, providing safe, decent and affordable homes, and serving communities people can be proud of,” Andy said.

View our full Tenant Satisfaction Measures, details of the customer survey and find answers to frequently asked questions..