We're pleased to share our annual Tenant Satisfaction Measures (TSM) results for 2024/25, showing the great progress we're making for our customers and our communities.
Our latest results show that more customers are satisfied with our services and feel treated fairly and with respect.
In 2024/25, our results showed a 78% overall satisfaction with the service provided by us (TP01) and our performances in other areas such as:
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80.3% satisfied with overall repairs service in the last 12 months (TP02)
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100% gas safety checks – up-to-date (BS01)
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80.6% agreement that the landlord treats tenants fairly and with respect (TP08)
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94.6% complaints responded to within Complaints handling code timescales - Stage one (CH02)
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67.2% satisfied that the landlord makes a positive contribution to neighbourhoods (TP11)
You can see our full results and our plans to improve each one here.
What are the Tenant Satisfaction Measures?
22 Tenant Satisfaction Measures (TSMs) were developed and introduced by the Regulator of Social Housing following a large scale consultation in 2021/22:
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12 are perception measures - and are collected from a customer satisfaction survey. Examples of topics within the survey include your overall satisfaction with Aspire, how well we are doing on repairs, how safe you feel your home is, if we listen to you and act, and whether we make a positive contribution to your neighbourhood.
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10 are management information measures that cover building safety, repairs performance, complaints and anti-social behaviour. Most of these we already report to customers and to the Regulator.
Who takes part in the survey?
Customers are selected at random throughout the year to take part, so you may receive a telephone call or email - if you haven’t already! As well as being randomly selected, we use statistics to make sure that we survey enough people to be confident that our results represent our overall customer population.
The survey also gives you the opportunity to leave comments, and these are invaluable in helping us understand what we are doing well and how we can get better.
Your responses will never affect your tenancy and you can opt to keep your responses confidential - so you can rest assured that you can be completely honest with your feedback.