October - December 2025 Tenant Satisfaction Measures (TSMs) results are in | News

Every month, we ask a random group of our customers to tell us what they think about their home and the services they get from Regenda.  

The questions come from the Regulator of Social  Housing ,  and  they  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 are with our services .    

Your answers help us understand what we are doing well and where we need to improve.  

We now have the results for October to December 2025. There are lots of things to be proud of, and some areas we need to work on.  Here’s  what you told us.  

What’s  going well    

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

This includes how happy residents are with our repairs service,   investments  we’ve  made and the services we offer .    

More than 75%  of residents  told us they are  happy  with:    

• The safety of their home   

• The time taken to complete their most recent repair   

• The overall repairs service   

• The overall service from Regenda  

• The maintenance of their home   

• Being treated fairly and with respect by us.   

Where we need to do better  

The area people are least happy with is how we handle complaints. Our score for complaint handling was 37.8%.  

Some people said they were unhappy with the complaints service even though they  hadn’t  used the official complaints process. Because of this, some answers may not reflect their true experience.  

To improve this:  

• We contact customers who made a complaint but  weren’t  happy with how it was handled  

• We ask them what we could do better in the future  

• We also contact people who said they complained but  didn’t  use the formal process, and we explain how to make a formal complaint .  

If you are unhappy with something, please make a formal complaint. You can do that, here.

We are working hard to fix problems faster and communicate more clearly.  

Strong safety and compliance results

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

Between October and December 2025, we carried out 100% of all required safety checks, including:  

• Gas safety checks  

• Fire risk assessments  

• Asbestos surveys  

• Legionella checks  

• Passenger lift safety checks  

This means every home that needed these checks received them.  

Key focus: Repairs performance     

Repairs are a big part of our  service ,  and we keep a close eye on how happy our customers are with our repairs. Our latest results show:  

• 76.9% of people were happy with our repairs service  

• 76.2% were happy with how quickly we fixed repairs  

These scores are  both  more than 3% above our targets.  

But we know we still have more work to do.   Between October and December:  

• 91.7% of non‑emergency repairs met our target time (target is 100%)  

• 98.4% of emergency repairs met our target time (target is 100%)  

We will keep working on responding more quickly.  

How we compare with  other social landlords  

Every three months, we check how our scores compare with other housing providers across the country.  

Between October and December:  

• We scored the same or better than other landlords in 10 out of 12 measures (based on last year’s results from the Regulator of Social Housing)  

• We scored the same or better in 9 out of 12 measures (based on more up to date data from  Housemark  for mid‑year 2025/26.)  

This shows our services are performing well, but it also shows where we can improve.  

Why  the TSM survey matters

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

• Improving neighbourhood services  

• Planning future investment  

• Making sure we meet government rules  

• Holding ourselves accountable to you.  

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:  

• Improve how we handle complaints  

• Keep  strong performance  on repairs,  safety  and customer care  

• Listen closely to your views and act on what you tell us  

You can see all the results, here.