Tenant Satisfaction Measures, 2025 to 2026

Listening to residents helps us understand how we’re doing and where we need to improve. The Tenant Satisfaction Measures provide a clear and consistent way of capturing these experiences, giving us valuable insight into what matters most and where we need to do better.

As we deliver our new strategy, MTVH 2030, listening to residents and acting on what we hear is one of the key ways we will improve outcomes and experiences. This means not just gathering feedback, but using it to make decisions, invest in the right areas and improve services.

This year’s results show that while we are making progress in some areas, there are others where improvement is needed, particularly in ensuring residents experience consistent, high-quality services and communication. We are using these insights, alongside wider resident feedback, to focus our efforts on the changes that will have the greatest impact.

Thank you to everyone who shared their views. Your feedback plays a vital role in helping us to learn, improve and deliver better services for residents now and in the future.

Overall satisfaction

We are encouraged to see overall satisfaction increase this year across both rented homes and shared ownership. Satisfaction among residents in rented homes has risen to 69.6% (24/25: 67.7%), while shared ownership has also improved to 33.3% (24/25: 30.4%).

Last year, we recognised that satisfaction had declined and committed to learning from residents’ feedback to drive improvements. This year’s results represent a positive step forward, reflecting our ongoing work to improve the consistency and quality of our services.

We know that well-maintained homes, reliable repairs, clear communication and feeling listened to are key to building trust and satisfaction. Whilst progress has been made, we recognise there is always more to do, particularly to improve the experience of shared owners and ensure improvements are felt more consistently across all services.

In the sections below, we outline the actions taken in 2025/26 to improve our repairs, maintenance, neighbourhood management and overall engagement performance. We are continuing to listen and, guided by MTVH 2030, we will work collaboratively with our residents to shape services that better meet their needs.

Keeping properties in good repair

*The target times used to calculate whether non-emergency repairs have been completed in time depend on the repair and include targets of 90, 60, 31, 30, 28, 21, 15, 14, 10, 7, 5, and 2 days.

**The time frames used to determine whether emergency repairs were completed in time include targets of 2, 4 and 24 hours, if depending on the repair.

We are strengthening our understanding of the condition of our homes so we can better target investment and improvements.

There are 1,687 Decent Homes failures, which is 4.5% of our homes. This is based on a thorough re-assessment of property condition. Of these, 410 are properties with known conditions which do not meet the Decent Homes Standard and are included in our investment programme for 2026/27. The remaining properties are failing Decent Homes because our information on the property is insufficient or the data held is out of date. In September we are launching a programme to refresh 100% of our asset information over the next two years. These properties with missing or older data are priority targets for this year.

We are encouraged to see continued improvement across key repairs measures this year. Satisfaction with the overall repairs service and with the time taken to complete repairs has increased, alongside improved perceptions that homes are well maintained. These results reflect continued progress in strengthening our repairs delivery, including the continued transition of more repairs activity into Metworks and improved coordination across services.

Over the past year, we have focused on improving the quality and consistency of repair delivery by strengthening planning and scheduling, increasing capacity, and improving how we diagnose repairs. Emergency repairs performance improved significantly, increasing by over six percentage points. While non-emergency repairs completed within timescale reduced slightly, this was affected by late completions in specific areas and some activity delivered through contractor arrangements. We remain focused on improving end-to-end completion times, reducing avoidable delays, and increasing right-first-time resolution through better diagnosis, planning, materials availability, and communication with residents. For example, we have introduced video call technology so residents can show issues in real time, helping us get repairs right first time.

Maintaining building safety

We have maintained our performance across building safety measures this year. Satisfaction that homes are safe has increased for residents in rented homes and remains stable for shared owners. We’re continuing to meet safety standards at a very high level. Checks for gas, fire, asbestos, water safety, and lifts are all up to date, with almost all homes fully compliant.

Last year, we committed to maintaining high safety standards while strengthening how residents experience and understand safety in their homes. We’re meeting safety standards, but residents’ satisfaction also depends on how quickly we fix issues and how clearly we communicate. Some residents feel neither satisfied nor dissatisfied, showing we need to be more consistent in our service.

We remain focused on keeping residents safe through continued investment in our Safer Buildings programme, including work on higher-risk buildings and fire remediation. We’re also improving how we communicate with residents, especially in higher-risk buildings, so they feel informed and confident their homes are safe.

Respectful and helpful engagement

Results have improved in how residents feel they are treated and listened to. More residents report that they are treated fairly and with respect, and that we listen to their views and act on them. However, satisfaction with how we keep residents informed has reduced across both rented homes and shared ownership, highlighting an area where we need to improve.

Over the past year, we have continued to embed our Customer Voice Framework, creating more opportunities for residents to share feedback and influence decisions. We completed a comprehensive review of our customer voice framework with customers. Nearly 1000 residents took part in shaping our refreshed Customer Voice Framework, which launched in June 2026. The Framework further strengthens and embed Customer Voice in everything we do.

We recognise that clear, timely and consistent communication remains a key driver of satisfaction, and the decrease in this measure shows that more needs to be done. We are focusing on improving the quality and consistency of communication across services, following up more consistently and showing how resident feedback leads to real changes.

Read more about the policies and standards we hold ourselves to.

Effective complaints handling

All complaints are assessed against the standard timelines outlined in the Complaint Handling Code.

We’ve seen mixed results in how we handle complaints this year, and we know this is an area we need to improve. Satisfaction has increased for residents in rented homes but decreased for shared owners. More residents in rented homes are making complaints, especially at the first and second stages, while in shared ownership there are fewer first-stage complaints but more cases being escalated.

Last year, we worked to improve the quality of our complaint responses and to reply more quickly. To keep improving, we’ve added more checks and introduced dedicated roles within the complaints team. This is at a time when we’re receiving more complaints, dealing with more complex complaints across multiple functions.

We know that responding quickly and putting things right is key to building trust. We are focused on delivering the commitments in MTVH 2030 to improve response times, reduce the need for extensions, and strengthen follow-through on commitments made at Stage One to reduce escalation. We’ll continue to use what we learn from complaints to improve services and provide a more consistent experience for residents.

Learn more about our complaint handling process.

Responsible neighbourhood management

We have seen a positive improvement across the majority of neighbourhood management measures this year. Satisfaction with the condition of communal areas and MTVH’s overall contribution to neighbourhoods has improved, particularly for residents in rented homes. Satisfaction with our approach to handling anti-social behaviour has remained broadly stable, despite an increase in reported cases, while results for shared ownership remain lower overall.

The number of anti-social behaviour cases has increased per 1,000 homes, reflecting higher reporting of serious and complex cases. Hate-related incidents remain low but have increased slightly. Satisfaction has stayed similar overall, but services are still under pressure. This shows how important it is that we act quickly, keep residents updated, and stay consistent from start to finish when handling issues.

We are focusing on improving the visibility and consistency of our response to ASB, working more closely with partners and being clearer about who is responsible for what, particularly in shared ownership areas. Through our Neighbourhood Plan, we will continue to prioritise early intervention, effective case management, and making our impact more visible to residents.

Looking ahead

Whilst this year’s TSM results highlight areas where we need to improve, they also show the progress we are making. We are listening to residents and, importantly, taking action to improve services.

We are focused on delivering more consistent, high-quality services and improving how residents experience every interaction with us, particularly shared owners, where satisfaction is lower. This includes strengthening communication, improving reliability, and making it easier for residents to have their voices heard and acted on. The refreshed Customer Voice Framework will help embed resident feedback in all of our services and MTVH 2030 guide our actions.

By working more closely with residents and using their feedback to shape our services, we will continue to drive improvements and deliver a better, more consistent experience for everyone.