Tenant Satisfaction Measures

Acting on customer feedback to shape better services

We’re committed to listening to customers about what they think about our services, so we can continue to improve.

Our annual Tenant Satisfaction Measures (TSMs) are a way for customers to provide feedback and to understand our performance. We’ve been working hard to improve our services and our results for 2024/25 show customers’ satisfaction with Hyde has improved over the last year.

Tenant Satisfaction Measures (TSMs)

There are 24 TSMs, set by the Regulator of Social Housing. All housing providers registered with the Regulator of Social Housing must collect and publish this information every year. Twelve of the measures cover customer satisfaction with services and are based on based on customer surveys. The other twelve focus on our operational performance, including building safety compliance checks, as well as how we manage complaints and antisocial behaviour.

Customer surveys were carried out between July 2024 and February 2025 by an independent research company, which asked a representative sample of our tenants and shared owners their opinions on how we repair and maintain homes, whether we listen and respond to their feedback, and their overall satisfaction with the services we provide. These surveys are different to other satisfaction surveys, where we ask for feedback from customers after they’ve received a service from us.

We publish the results for tenants and shared owners as separate figures. As well as publishing them here, we publish our TSMs in our Annual Report and in our Annual Review for Customers, and in a range of formats, so they’re accessible to everyone.

• Tenant Satisfaction Measures FAQs

How we’ve improved since last year

Overall satisfaction

Overall satisfaction of tenants has increased, by 4.8%, with improved satisfaction across all areas of our services. This is a result of improvements we’ve made to our Customer Service Centre, repairs, local services and digital offering.

Shared owners are more satisfied with our services (overall satisfaction increased by 2.3% and satisfaction increased across other measures), but their satisfaction remains lower than tenants’.

To help improve our service to shared owners and other homeowners, we’ve made changes to the Service Charge team, improved processes, introduced on-line queries for service charges via My Account, and reduced the time it takes us to respond to queries. There’s still more to do and we’ll be working with all homeowners over the coming year, re-introducing our Homeowners Group and encouraging homeowners to join Customer Voice.

Keeping customers informed

Customers’ satisfaction with being kept informed has increased by 6.1% this year for tenants and 3% for shared owners. Customers also tell us they’re more satisfied that we’re listening to their views and acting upon them: Tenants’ satisfaction is up 14.1%, and shared owners’ satisfaction up 6.6% this year for this measure.

Communication is a common theme running through customer feedback. This year, we made continued improvements to our systems and how we communicate with customers about repairs, complaints and other issues they raise. Our new Customer Service Centre went live in January 2024, helping us solve queries faster, and we’ve continued to add more functionality to MyAccount, so customers can raise and track enquiries 24/7.

Improving our repairs service

Tenants tell us that they’re 8.2% more satisfied with our repairs service, compared to last year (shared owners aren’t asked this question, as they’re responsible for repairs in their homes).

Our focus this year has been on repairs requiring multiple visits, as this was one of the main sources of dissatisfaction in 2023/24. We’ve trained colleagues and improved our processes, ensuring operatives record the need for a return visit while in a customer’s home. We also give customers a clear timeline of follow-up appointments.

Making a positive contribution to neighbourhoods

Satisfaction that we make a positive contribution to neighbourhoods increased significantly this year, by 8.5% for tenants and 7.1% for shared owners, as colleagues spent more time in our communities than ever before, under our new neighbourhoods model. We also saw increases in satisfaction with how we maintain communal areas.

Handling complaints

We continued to implement improvements to our systems and processes this year, in response to customers’ dissatisfaction with complaint handling. As a result, satisfaction with complaints handling improved by 7.2% for tenants and 5.7% for shared owners, but there’s more to do; we’ll continue working to improve our complaints service.

Handling antisocial behaviour

There were small increases in satisfaction for how we manage antisocial behaviour (ASB) this year (0.9% for tenants and 0.8% for shared owners). ASB case management was added to our new system in summer 2024, allowing the team to log and track cases better, improving response times. Customers can also track cases through MyAccount. But we appreciate there’s more we can do: we’re committed to making our communities safe and pleasant places to live.