Our Tenant Satisfaction Measure (TSM) performance 2024/2025

09/10/2025

We have published our annual Tenant Satisfaction Measure (TSM) performance on our website. 

TSMs are set by the Regulator of Social Housing and are designed to tell customers how well we’re doing at providing quality homes and services for those who rent their home from us. 

The results give us a picture of how satisfied customers are with what we deliver, which helps us to identify areas where we are doing well and where we need to do better. 

How we measure up 

This year’s scores show strong TSM performance in key areas, including overall customer satisfaction with our services. Figures show 78.5% of customers who rent their home from us are satisfied with our overall services, higher than the sector average (72.5%)* and other housing associations in Greater Manchester (74.3%)**. We also scored well for customer satisfaction with the time taken to complete repairs and making sure homes meet key safety requirements. 

We know there are some areas where we need to improve customer satisfaction. Over the next 12 months we will be focusing on the following priorities and action plans are already underway:  

  • Increasing satisfaction with our approach to handling anti-social behaviour (ASB).  

  • Improving how we keep customers updated on our services to keep communal areas clean and well maintained. 

  • Continuing to improve our complaints service and response. 

  • Continuing to improve our repairs services. 

Read more about Tenant Satisfaction Measures (TSMs) and our 2024/2025 results.  

Customer voice 

As part of this year’s TSM process, we shared our results with FCHO’s Customer and Communities Committee and Customer Scrutiny Panel. Members told us that more information on how we gather TSM data is useful and so we have published extra detail about this. Input from panel members also helped shape how we present TSM information to make it clear and accessible for customers. 

Jayne Lawson, our Executive Director of Customer Experience said:  

“Thank you to all our customers who responded to our TSM surveys via either text message or telephone and also to Customer Scrutiny Panel members who were part of this year’s process. 

“We are committed to delivering excellent services and continually improving customer experience with us, and we welcome the TSM data which highlights where we are doing well and where we can do better. 

“Work is already underway to strengthen performance in priority areas and action plans are having an impact which we want to sustain.”  

* Source is Housemark (based on 2.6m units/ 62% of English social homes)  

** Source is GMHP