TSMs: your second full year of feedback
1 July 2025
We have submitted your full year’s Tenant Satisfaction Measures feedback to the Regulator of Social Housing and published a report on the results and our response to them.
Throughout the year, we’ve shared the latest TSM scores and updates on how we’re improving customer satisfaction with you, via Talk and the bpha website. To ensure we’re improving the areas that matter most to you, our Research and Insights Team analyse your comments to spot trends and areas needing improvement. They also follow up on any concerns raised through IFF Research, the independent research company that carry out the surveys, where there could be a risk to customers such as the possibility of domestic abuse occurring within a household.
What do the results tell us?
We’re happy to see that satisfaction scores for our rental customers have improved in almost all areas. Your repairs satisfaction scores have gone up by 3.5% since last year. We’ve made improvements in this area by having a small works team in place and have employed more operatives to handle repairs.
For our homeowners, we’re pleased to see that satisfaction has also improved in most areas. Most notably, the ‘keeping tenants informed’ score has risen by 5.3% since last year. We’re continuing to work with shared owners by rolling out more listening events and sending out regular updates. Our Service Improvement Panel (SIP) will be working with us to target the areas shared owners say are most important to them, such as the way in which bpha communicates with homeowners.
Our score for handling anti-social behaviour has improved for both rental customers and homeowners. We’re pleased to see this as we have made changes to the service, including an updated policy with clearer information about what customers should expect.
What’s next?
Looking ahead, we have exciting plans to further enhance our understanding of customer feedback and improve our services. We’ll be using new technology to help us combine various sources of customer feedback and dive deeper into specific areas of focus.
Regular meetings with the Complaints Manager, Service Improvement Project Officer, Research and Insights Team, and Heads of Service from different departments across bpha will continue, enabling a joined-up approach.
We know that customers who have not reported anti-social behaviour (ASB) are scoring our handling of ASB negatively. One of our objectives moving forwards is to understand more about why they are scoring in this way and to learn lessons on how we can improve.
Sharing best practice
We’ve met with other housing providers to learn new ways of working. One area that we wanted to learn more about was around gathering customer personal information. Starting from April 2025, we now ask for ethnicity information towards the end of the TSM survey. By gathering this data, we’ll be able to understand more about the customers who complete our surveys and ensure our sample is representative of our customers.
You can view the report here and find a breakdown of the results and our response to them here.
