Acuity has published an exclusive early view of year-end Tenant Satisfaction Measures results, providing a strong indication of how the social housing sector has performed against the regulatory TSM metrics.
Data from 105 landlords, which is almost a third of all submissions made to the regulator, reveals incremental improvement across all TSM metrics, with median overall satisfaction now at 73.8%, a year-on-year increase of 1.4 percentage points.
Through analysis of landlords, with over 1,000 homes, who all use Acuity to deliver TSM surveys, key findings include:
- Increased investment in existing homes is driving up overall satisfaction. 74% of tenants feel their home is well maintained – up 2.2 percentage points on 2024/25, and a median of 80.2% of tenants feel they are provided with a safe home – again up on last year by 2.8 percentage points.
- Satisfaction with communal areas has seen the biggest year-on-year improvement with a 4.4 percentage point increase in 2025/26, averaging 70.1% satisfaction.
- Repairs satisfaction continues to climb, with over three-quarters (77.3%) of tenants surveyed satisfied with the overall repairs service.
- Satisfaction with complaint handling averaged amongst the lowest TSM scores, and is one of the least improved areas, with only a 0.7 percentage point increase on last year, resulting in an average of 35.7% satisfaction.
Denise Raine, Managing Director at Acuity, said:
“As one of the leading providers of TSM surveys, this unique position allows us very early access to a wealth of performance data – delivering a strong indication of where the sector is at months in advance of regulatory reporting.
It’s clear we’re seeing investment in homes and repairs services delivering positive results for tenants as satisfaction improves. However, in an increasingly challenging and complex environment, landlords need to find ways to accelerate incremental improvement – especially around complaints and ASB case handling.
Access to early comparisons allows landlords to see their own results in the context of others, which we know gives those organisations that work with us a real advantage when activating improvements ahead of the next round of reporting.”
Acuity works with over 150 landlords every year to deliver a range of perception and transactional surveys. Acuity clients gain access to further insights, with a detailed comparison report containing vital context, now available for these organisations.
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