We’re once again celebrating great results for our year-end Tenant Satisfaction Measures, hitting and exceeding targets for ten out of twelve areas.
For 2025/26 (to March), we achieved 84.2% in customers’ overall satisfaction with the service, edging over our target of 84%.
Director of Finance and Performance, Ben Lane, said: “I am extremely pleased with our overall performance in 2025/26. These results show that we are delivering consistently strong outcomes for customers in most areas, while also being transparent about where further improvement is needed.”
TSMs are benchmark standards set by the Regulator of Social Housing to provide us with customer satisfaction targets.
From this information we produce regular performance reports, which we share on our website every other month, to demonstrate how we’re performing.
We performed highly across areas including repairs and listening to customers, keeping communal areas well-maintained, and treating customers with respect.
86.2% of customers that responded were satisfied with the time it had taken to complete their most recent repair, smashing our target of 80%, and 84.6% of customers were satisfied with the overall repairs service; again, beating our target of 81%.
Out of those who responded, 82% of customers were satisfied that we keep them informed about things that the matter to them. Our target is 80%. And 87.55% of customers said we treated them fairly and with respect – our target being 85%.
The two areas we continue to work even harder on off the back of these results are our approach to complaints handling; where 36.4% of those customers who responded said they were satisfied with our approach, our target being 41%; and our approach to handling antisocial behaviour, where 63.8% of respondents were satisfied, with our target being 65%.
See all our updated TSM results on our dedicated page – Tenant Satisfaction Measures – Year End 2025/2026 Results – Homes in Somerset