The 2025/2026 Year End Tenant Satisfaction Measures (TSMs) are in | News

Over the past year, we regularly asked our customers to tell us what they think about their home and the services they get from Regenda. 

These questions come from the Regulator of Social Housing and are the same for housing providers across the country. These questions are called the Tenant Satisfaction Measures (TSMs) because they help us see how satisfied you with our services. 

What's going well 

People who rent homes from us at social or affordable rent (called Low Cost Rental Accommodation - LCRA) are happy with eight out of twelve of our service areas compared to last year. 

This includes how happy residents are with repairs; how well-maintained homes are and how Regenda staff treat our customers fairly and with respect. 

Areas where we have shown an improvement this year, compared to 2024/25, include:  

Where we need to do better 

We know we need to improve on our complaints process, because satisfaction results are lower than we’d like. 36.9% of residents are satisfied with how we handled their complaint, and 38.9% were satisfied with the outcome of their complaint.    

Some people told us they were unhappy with how we handled their complaint, but when we checked, we could see they hadn't used the official complaints process. Because of this, some answers may not reflect their true experience. 

To improve this:  

If you are unhappy with something, please make a formal complaint. You can do that, here (this link will open a new window). 

Safety and compliance results 

Some TSM measures are not based on surveys. Instead, they look at the safety information in our systems. 

Our year end results reveal that we carried out 100% of all required safety checks, including: 

Repairs 

Repairs are an important part of our service and keep an eye on how happy our customers are with repairs.  

We completed 15,559 emergency repairs this year, and 28,732 routine repairs.  

Our year-end satisfaction results show: 

Both scores are above our target. But we still have work to do in improving repairs.  

Our target time repairs: 

We are continuing to work on responding more quickly.

How we compare with other social landlords 

We compare our year end scores to how they compare with other housing providers across the country. 

In 2025/26: 

While this shows our services are performing well, it also shows us how we can improve.

Why the TSM survey matters 

Your feedback helps us understand what you need from us, like:   

The results show us where to spend time, money and effort so we can make things better for you and your community.   

What happens next? 

Your feedback is very important to us. 

If you get a call from 020 4538 9096, this is a safe and real call asking you to take part in the TSM survey.   

Every comment helps us understand what matters to you. Over the next few months, we will keep working to:   

You can see all the latest TSMs in full, here (this link will open a new window).