We’re committed to listening to customers about what they think about our services, so we can continue to improve.
See our latest performance for our customers.
The Tenant Satisfaction Measures (TSMs), introduced by the Regulator of Social Housing in April 2023, are another way for customers to provide feedback and to understand our performance.
There are 22 TSMs, all set by the Regulator of Social Housing, which social housing providers like Hyde must ask customers, or which we provide performance information in response to.
We’ve asked an independent research company to ask a representative sample of our tenants and shared owners a set of perception questions at least once a year. Questions cover things like how we repair and maintain homes, whether we listen and respond to their feedback, and their overall satisfaction with the services we provide.
As these are perception questions, they’re different to the other satisfaction measures we’ve traditionally used to measure our performance for customers; those are based on direct feedback from customers after they’ve received a service from us.
We also report our performance in ten operational areas, including building safety compliance checks and how we manage complaints, and anti-social behaviour.
As well as publishing them on our website, we’ll 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.
Our Tenant Satisfaction Measures results
- See a PDF version of Our Tenant Satisfaction Measures (PDF, 80KB)
- Customer satisfaction analysis
- Tenant Satisfaction Measures FAQs
Building safety and compliance
Building safety and compliance are key Tenant Satisfaction Measures. We are committed to meeting high standards, with near-perfect completion rates for fire, gas, asbestos, and legionella checks, as well as maintaining the Decent Homes Standard. The results below show our performance for the financial year 2023/24.
Homes requiring a fire risk assessment that have had one completed
Homes requiring a gas safety check that have had one completed (100%*)
Homes requiring an asbestos check that have had one completed
Homes requiring a legionella check that have had one completed (100%*)
Homes not meeting the Decent Homes Standard
Buildings with passenger lifts that have had a lift safety check (100%*)
- Figures show measures for homes managed by Hyde and our managing agents.
- *Homes managed by Hyde only
Customer satisfaction
Customer satisfaction is one of our key Tenant Satisfaction Measures (TSMS). By gathering feedback from tenants and shared owners, we can continuously improve our services, from overall satisfaction to repairs.
Overall satisfaction
Rented homes
Shared ownership
Satisfaction with repairs
Rented homes
Shared ownership
Satisfaction with time taken to complete the most recent repair
Rented homes
Shared ownership
Satisfaction that the home is well-maintained
Rented homes
Shared ownership
Satisfaction that the home is safe
Rented homes
Shared ownership
Satisfaction that we listen to tenants' views and act upon them
Rented homes
Shared ownership
Satisfaction that we keep tenants informed about things that matter to them
Rented homes
Shared ownership
Agreement that we treat tenants fairly and with respect
Rented homes
Shared ownership
Satisfaction with how we handle complaints
Rented homes
Shared ownership
Satisfaction that we keep communal areas clean and well-maintained
Rented homes
Shared ownership
Satisfaction that we make a positive contribution to the neighbourhood
Rented homes
Shared ownership
Satisfaction with how we handle anti-social behaviour
Rented homes
Shared ownership
Repairs, complaints and antisocial behaviour
Repairs
- proportion of repairs completed within target timescale
Non-emergency (rented homes)
Emergency (rented homes)
Stage 1 complaints
responded to within the Housing Ombudsman’s Complaint handling code timescales
Rented homes
Shared ownership
Stage 1 complaints
received per 1,000 homes
Rented homes
Shared ownership
Stage 2 complaints
responded to within the Housing Ombudsman’s Complaint handling code timescales
Rented homes
Shared ownership
Stage 2 complaints
received per 1,000 homes
Rented homes
Shared ownership
Antisocial behaviour
cases opened per 1,000 homes
Involving hate incidents