Our 2024/25 TSM scores

We’ve just published our latest Tenant Satisfaction Measures (TSM) scores.

TSMs help drive up standards and improve the quality of social housing. This is done by making sure housing providers like us are accountable for the services we deliver.

Our overall satisfaction level is 62%. This is the first time that we have collected the data since coming together. However, it's an increase from last year.

 Find out more about the TSMs and our full scores here.

This is something we really want to improve, and we have some plans for the months ahead.

Key areas to look out for

Repairs 
Satisfaction with repairs service – 66%

We're really pleased that this has improved significantly (more than 10% for many customers) since last year. However, we know that we still have work to do. That’s why this is our number one priority for the year ahead.

Over the last year your feedback has helped inform some big changes:

• We've introduced new technology to let you know when our team is on the way. This is helping to reassure customers and help plan your day.
• We’ve increased the size of the team. This is because we know that customers give great feedback about our operatives when they arrive and do the job.
• Where we can’t fix the job first time, operatives can now make a return appointment while they’re with you. More importantly, they will also be the ones to return to finish the job.
• Our contractors have worked really hard to support us in cutting the number outstanding jobs. These are now at the lowest levels for a number of years, freeing up more appointment slots for you.
• But we're not finished yet. By coming together to form Amplius we have even bigger plans:
• We’re looking to make improvements to our customer portal.
• We’re developing a regional delivery model. This will make sure you receive a service from locally based teams that understand your home, and your needs.

Sorting things out when they go wrong
Satisfaction with how we handle complaints – 33%

Only one in three customers are satisfied with the way we resolve complaints. This is better than last year but still not good enough. Many of these are due to the consistency of communication, including getting a callback and keeping you informed.

• We brought our Complaints teams together and have since seen huge improvements in the time taken to resolve complaints.
• We have created specialist teams to deal with complaints at different stages. This includes a dedicated Housing Ombudsman Team and a team that are focussed on sorting things out before they escalate.
• Over the coming year we will be bringing our computer systems together. This will help us make more information available to you so you can do things like track progress of complaints.
• You also told us that we needed to do more to stop complaints. So, we will provide more training to all colleagues with a focus on recognising individual customers’ needs. It will so make sure colleagues deliver on their promises.
  

A new offer for shared owners
Overall satisfaction for shared owners – 46%

Less than half of our shared owners are satisfied with the overall service. This isn't great.

• We have set up a dedicated Leasehold Team to work specifically with this group. They'll work to understand their needs and redesign our offer to reflect this feedback.

Neighbourhood and communal areas
Customers who agree that we make a positive impact on their neighbourhood – 48%

Customers who agree that we keep communal areas clean and well maintained – 45%

We had really mixed reviews with these topics. Customers in some areas are much less satisfied than last year. However, some in other areas are more satisfied. We will be working to bring some consistency to this.

• We have launched ‘Amplius Places’. This is a project to identify communal areas that need specific attention. We're bringing together groups of colleagues, customers and other stakeholders to create plans to improve them.
• We will continue to work with Public Health to develop healthy neighbourhoods in specific areas. We hope this will help customers become more active and provide access to health services.
• We're doing loads more neighbourhood walkabouts. Customers can join our housing and property teams and other partners as we walk round estates. Together we'll identify issues and agree ways to improve them.

There is some good news

Whilst we know that we have some work to do we are pleased to see some of the work last year pay off in this year’s results.

Satisfaction that we listen to your views and acts upon them - 53%

Since last year, this has increased thanks to investment in our customer engagement systems ’The Hub’ and Voice. This summer we’re excited to be launching new ways for you to get involved in shaping services. There will be opportunities to sign up soon. We’ll also be bringing our engagement platforms together as one. Keep an eye out for these!

Repairs satisfaction up 16% for some customer groups

We know that many customers have different needs and live very busy lives. So we are pleased that changes to increase and improve communication are positively impacting you.

We still have loads of work to do to make repairs more reliable, consistent and quicker for customers. However, we are pleased to see some of our initiatives paying off.

Satisfied that we keep you informed about things that matter to you - 63%

It’s been a year of significant change as we formed Amplius. We are really pleased that so many of you felt that we kept you informed. In particular, we had a lot of great feedback about how we communicated about the merger.

We will continue to work hard alongside you all to improve the services you receive from us.