Working to serve our residents better every day
The Tenant Satisfaction Measures (TSMs) are an important part of our commitment to actively listen to our residents and take decisive action based on their input. These insights reflect thousands of resident voices—demonstrating what we’re doing well, and where we’re stepping up to improve.
We would like to thank all residents who took the time to give us their feedback – this has helped us to understand what matters most to residents, and how we can make meaningful improvements to our services and processes.
We welcome the latest TSMs and the opportunity to see our progress in many areas and we acknowledge that there are areas where we can improve, and we work continuously to do so.
The feedback from the TSMs is valuable which is why we have moved our data and insight functions in-house, giving us more agility to respond to emerging issues and focus on what matters most to residents.
Here’s how we’re working to serve our residents better every day. You can also read our results from 2023/2024 to compare how we’re doing year-on-year.
We recognise that overall resident satisfaction has seen a slight decline this year compared to last year (23/24: 68.3% for rented homes, 36.7% for shared ownership). Whilst this is not the direction we want to see, we are committed to learning from this feedback and using it as a catalyst to drive continued improvements across all areas of our service.
We know that delivering consistently high-quality services, clear communication, and timely resolution of issues are vital to building resident trust. That’s why we’ve invested in bringing key services like repairs and resident insight in-house, introduced a new Customer Experience Plan, and strengthened our complaints handling processes. As you will see below, these changes are already having a positive impact in targeted areas, and we are focused on making this improvement felt more widely by all residents.
We are listening, and we remain determined by working collaboratively with our residents to shape services that better meet their needs.
Keeping properties in good repair
| Rented homes | |
|---|---|
| Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service |
68.2% |
| Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair |
67.0% |
| Proportion of homes that do not meet the Decent Homes Standard |
2.9% |
| Proportion of non-emergency responsive repairs completed within MTVH’s timescale * |
83.4% |
| Proportion of emergency responsive repairs completed within MTVH’s timescale ** |
90.0% |
| Proportion of respondents who report that they are satisfied that their home is well maintained |
68.3% |
Meeting our own timescales for non-urgent repairs where services have recently been brought in-house was identified as a challenge. We have increased repairs staff capacity to help address this issue as we complete the transition to this in-house service.
Overall satisfaction with repairs has improved significantly since the move to our in-house service and we are now able to receive resident feedback in more detail about the repair experience through a dedicated transactional survey.
* We aim to respond to non-emergency repair requests within 5 working days and attend appointments within 28 days. Some repairs may take up to 90 days due to complexity, materials needed or considerations for safety.
** We aim to respond to emergency repairs within 24 hours.
Maintaining building safety
| Rented homes | Shared ownership | |
|---|---|---|
| Proportion of respondents who report that they are satisfied that their home is safe |
74.4% | 56.8% |
| Rented homes and shared ownership | ||
|---|---|---|
| Proportion of homes for which all required gas safety checks have been carried out |
99.9% | |
| Proportion of homes for which all required fire risk assessments have been carried out |
100% | |
| Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out |
98.6% | |
| Proportion of homes for which all required legionella risk assessments have been carried out |
100% | |
| Proportion of homes for which all required communal passenger lift safety checks have been carried out |
100% | |
Following a recent inspection the Regulator of Social Housing said that we understand the condition of our homes and that this informs the provision of good quality, well maintained and safe homes for tenants. This includes ensuring our homes meet the Decent Homes Standard.
We have assessed our higher risk buildings, we have added to the resource in the Safer Buildings team, and we are working through our fire remediation programme to improve the safety of our buildings as required.
We are working to be more advanced in our work to engage effectively with tenants in higher risk buildings and those undergoing remediation. We are already addressing this area through implementing our resident engagement strategy.
Respectful and helpful engagement
| Rented homes | Shared ownership | |
|---|---|---|
| Proportion of respondents who report that they agree MTVH treats them fairly and with respect |
74.5% | 45.4% |
| Proportion of respondents who report that they are satisfied that MTVH listens to tenant views and acts upon them |
55.6% | 21.2% |
| Proportion of respondents who report that they are satisfied that MTVH keeps them informed about things that matter to them |
70.2% | 50.7% |
Our residents have meaningful opportunities to influence our strategies, policies, and decision making, and we are making changes to services as a result.
This is the result of our Customer Voice Framework that provides multiple forums – for example, Resident Panels, Customer Council, and surveys and other feedback opportunities for residents.
We use the information we hold about the diverse needs of our tenants, to assess whether housing and landlord services deliver equitable outcomes. We also provide tenants with accessible information about our performance and landlord services, and we are working to improve this further. Read more about the policies and standards we hold ourselves to.
Effective complaints handling
| Rented homes | Shared ownership | |
|---|---|---|
| Proportion of respondents who who report making a complaint in the last 12 months who are satisfied with their MTVH’s approach to complaints handling |
37.1% | 16.9% |
| Number of Stage One complaints received per 1,000 homes |
115.7 | 124.2 |
| Number of Stage Two complaints received per 1,000 homes |
31.0 | 39.2 |
| Stage One complaints responded to within Housing Ombudsman’s Complaint Handling Code timescales |
96.7% | 95.6% |
| Stage Two complaints responded to within Housing Ombudsman’s Complaint Handling Code timescales |
98.6% | 97.6% |
We recently made changes to our complaint handling service to improve both the quality and timeliness of our responses. Stage One complaints handled within the Housing Ombudsman’s timeframes have jumped from the 87.2% last year to 96.7% this year. For Stage Two complaints, this has also increased from 87.6% to 98.6%.
We have identified that we need to reduce the number of cases in which we require an extension of time to respond to the complaint. We have developed an improvement plan to achieve this goal and will update the Regulator of Social Housing on our progress.
Complaints handling is further supported by our new Customer Experience Strategic Plan developed in 2024 which is now being implemented. In addition, our improved Customer Relationship Management system implemented in 2024 continues to improve complaint handling and reducing the number of extensions to complaints. Learn more about our complaint handling process.
Responsible neighbourhood management
| Rented homes | Shared ownership | |
|---|---|---|
| Proportion of respondents with communal areas who report that they are satisfied that MTVH keeps communal areas clean and well maintained |
66.9% | 48.3% |
| Proportion of respondents who report that they are satisfied with MTVH’s approach to handling anti-social behaviour |
57.6% | 22.6% |
| Proportion of respondents who report that they are satisfied that MTVH makes a positive contribution to the neighbourhood |
63.1% | 24.3% |
| Rented homes and shared ownership | ||
|---|---|---|
| Number of anti-social behaviour cases opened per 1,000 homes |
41.8 | |
| Number of anti-social behaviour cases opened per 1,000 homes involving hate incidents |
0.6 | |
We are continuing to work with other organisations to deter and tackle anti-social behaviour and hate incidents and promote wellbeing.
This reflects the dedication of our housing management and community impact teams across all our regions and our ability to work in partnership with local authorities, government agencies and community organisations.
The launch of the Molly Huggins Foundation in July 2024 will enable us to secure more partnerships and funding to achieve more in this area.
Looking ahead
While this year’s TSM results show some areas for improvement, they also highlight where we’re making real progress. We are listening — and, more importantly, we are acting.
Our Customer Experience Strategy is being rolled out to improve outcomes for our residents and build a culture where every team member is focused on resident service.
We are continuing to focus on homeowners whose TSM scores are lower than our tenants, and we are working hard to restore parity. For example, our new Service Charge Collaboration Group with involved residents works directly with our homeownership team to influence the quality of our communications to homeowners.
Our focus remains clear: to serve our residents better every day and this will be reflected in our new 2026-31 strategy that will be launched later this year. Find out how you can get involved on our Share Your Voice page.
We’ve already started our Tenant Satisfaction Measures survey for 2025/26. If you get a call from MTVH, we’d love your feedback.
Methodology
We spoke to 2,965 residents between April 2024 and March 2025 to find out their views on MTVH’s services and homes.