Helping us to improve
TSMs: What you’ve told us matters to you
Your latest Tenant Satisfaction Measures (TSMs) feedback is here - and we’re pleased to report that more customers are satisfied with our services compared to the 2024 – 2025 ‘end of year’ results, with an increase of 4.2% for rental customers and 5.7% for homeowners. It’s your continued feedback that has helped us achieve this – and it continues to play a vital role in helping us improve.
Share this article
What do the results tell us?
Repairs
For rental customers, overall satisfaction with repairs has risen by 6.9% since last year. You’ve told us you’re happier with the time taken to complete repairs and the quality of the work. However, long call wait times when reporting repairs remain a concern. Although we aim to reduce these, you may want to report your repair another way – you can find out how here: how to report a repair.
We’re continuing to improve our repairs service by hiring more operatives, and we hope to see further increases in satisfaction throughout the year.
Providing you with a safe home is a top priority, and we’re pleased to see satisfaction in this area has improved, most notably among our homeowners, with a 6.4% increase. The upcoming introduction of Awaab’s Law in October 2025 will strengthen our existing commitment to safety, as we’ll be working under stricter regulations to address hazards like damp and mould within set timeframes. These changes mark a significant step forward in ensuring homes are safe, healthy, and fit to live in.
Complaints
Your feedback helps us improve our services and make better decisions. You are less satisfied than last year with how complaints are handled.
We’re taking steps to address this by recruiting more Resolve Panel Members – this is a group of involved customers who look at how specific complaints are dealt with. Their role is to help us better understand how complaints are managed and why some customers remain dissatisfied.
As part of this work, panel members will speak with customers who indicated in their TSM survey that they were unhappy with how their complaint was handled. The insights gathered will help us identify meaningful ways to improve our complaints service.
Understanding our youngest customers
We’ve recently analysed feedback from our youngest customer group, who are currently the least satisfied, and identified key areas of concern. By using new technology that combines multiple sources of feedback, we’ve gained deeper insights into the root causes of their dissatisfaction. One key issue is poor communication, which we know is contributing to their experience. To address this, we’ve arranged focus groups to listen, learn, and better understand what changes would help improve satisfaction. We’ve also launched an Instagram channel to help ensure the 18-34 year old age group has more access to bpha support and information.