Listening, acting and improving
15 June 2026
We’ve just completed another full year of gathering your feedback for the Tenant Satisfaction Measures (TSMs). You can find the full results here but we’d like to take you through the main areas you’ve mentioned, and how we’ve responded.
Just as a reminder, TSMs were put in place by the Regulator of Social Housing to help customers clearly see how well their landlord is performing – it's part of the Regulator’s Consumer Standards. We must report the results from 1 April 2025 to 31 March 2026 by the end of June.
TSMs have become one of the most important ways we understand your experience and make improvements that matter. So, as you may be aware, we publish your feedback every three months in Talk so that you can see what customers are saying, and any actions we’re taking as a result.
This year, over 1,700 customers shared their views.
What do the results tell us?
- How satisfied you are with repairs improved significantly, with strong increases for both overall service and timeliness
- More of you feel we listen and act on your feedback, with a notable rise in this score since last year
- Your satisfaction that your home is safe remains good
- Satisfaction with how that bpha listens to your views and acts upon them is improving
These results give us a clear picture: we are making progress, but there is more to do:
- The experience you have when making a complaint needs to improve
- Satisfaction among shared owners remains lower than for rental customers
- We need to look more closely at your feedback around respect and fairness as the scores for bpha treating customers fairly and with respect are lower than last year
- Your satisfaction that bpha makes a positive contribution to the neighbourhood and with our approach to handling anti-social behaviour (ASB) needs more attention.
Find out what we’ve done in the last 12 months and what we’re focusing on next
If you’d like to help shape what we do next, you can get involved through The Place, where you can share your views, ideas and feedback.
| Acuity carries out the survey on our behalf – if you receive a call or email from them, we’d be grateful if you would take part. The more customers we can hear from, the more insight we’ll have into what’s important to you, so that we can make informed decisions and changes. You may receive a call from 01234 416126, or an email from [email protected]. |
