Southdown’s latest Tenant Satisfaction Measures (TSM) report highlights continued improvements

Posted on 7 July 2025

This year’s results highlight real progress in key areas including repairs, safety, communication, and complaints handling. They also provide insight into where we still have more to do. Tenant voice continues to guide our work and shape better services.

We’re pleased to share the results of our 2024/25 Tenant Satisfaction Measures (TSM) report. We thank all survey participants and our team for their ongoing commitment to listening and improving.

At Southdown, listening to the voices of the people we support isn’t just something we do once a year. It’s a cornerstone of how we work.

We believe that tenants and clients are the experts in their own experiences. Whether through co-design sessions, surveys, service improvement meetings, focus groups, or everyday conversations, their insight helps shape our services and ensures we’re delivering support that’s person-centred, respectful, and responsive to real needs.

That’s why the Tenant Satisfaction Measures (TSMs), introduced by the Regulator of Social Housing, are such an important tool. They provide a formal way for tenants to tell us how we’re doing and where we can improve.

We’re pleased to share that this year’s results show strong improvements across most areas. 9 of the 12 tenant perception measures improved year-on-year, reflecting the work we’ve done in response to tenant feedback.

Highlights from this year’s results:

• Overall satisfaction with Southdown’s housing services rose to 87.8%, an increase of nearly 9% from the previous year.
• 88.6% of tenants who had a repair said they were satisfied with the service, up 12.5%.
• 88.9% said their home is well maintained, and 89.4% said they feel safe in their home.
• 95.8% of tenants agreed they are treated with fairness and respect, up by over 10%.
• Satisfaction with complaints handling increased from 55.3% to 85.7%.

Where we’re still learning

Some areas still require our attention. Only 65.1% of respondents felt that we make a positive contribution to their neighbourhood, and satisfaction with our response to anti-social behaviour remained slightly below the sector average.

In the year ahead, we’ll be working with tenants to explore what “positive contribution” means to them, and how we can strengthen our local impact and visibility as a housing provider. We’ll also continue to review our approach to anti-social behaviour, making sure tenants feel supported and safe.

A key measure of trust and accountability is how well tenants feel we listen and act on their views.

In 2024/25, 78.3% of respondents said they were satisfied that we listen and act on feedback. While this was a small increase from the previous year (+0.9%), it remained slightly below the sector benchmark of 79%.

However, when Easy Read survey responses were included, satisfaction on this measure rose significantly to 86.5%. This highlights the importance of making our surveys more accessible and inclusive.

This also suggests we have more to do in reporting back to tenants about how their feedback leads to change. While we regularly involve tenants in shaping our housing and repairs services, we recognise that we may not always close the loop by showing clearly what action we’ve taken.

That’s why our complaints process is being redesigned to include Service Improvement Plans, which will help us to capture feedback, take action, and communicate changes back to tenants more consistently.

Making surveys more inclusive

We also recognise that not every voice was equally represented. While we made Easy Read versions of the survey available for tenants with learning disabilities, current regulatory guidance means their responses couldn’t be included in official reporting.

That’s something we want to change. In future surveys, we’ll be working to ensure accessibility and compliance so that everyone’s experience can shape how we grow and improve our services.

You can download the full Tenant Satisfaction Measures 2024/25 report using the button below or explore as a flipbook: