Latest Tenant Satisfaction Measures (TSMs) results are in
Every three months, 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:
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The safety of their home
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The time taken to complete their most recent repair
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The overall repairs service
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The overall service from Regenda
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The maintenance of their home
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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:
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We contact customers who made a complaint but weren’t happy with how it was handled
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We ask them what we could do better in the future
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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:
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Gas safety checks
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Fire risk assessments
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Asbestos surveys
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Legionella checks
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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:
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76.9% of people were happy with our repairs service
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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:
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91.7% of non‑emergency repairs met our target time (target is 100%)
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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:
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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)
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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:
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Improving neighbourhood services
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Planning future investment
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Making sure we meet government rules
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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:
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Improve how we handle complaints
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Keep strong performance on repairs, safety and customer care
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Listen closely to your views and act on what you tell us
You can see all the results, here.