What are tenant satisfaction measures (TSMs)?
Tenant Satisfaction Measures (TSMs) have been introduced by the Regulator of Social Housing to help compare how landlords are performing across the country. They are designed to ensure that tenants receive high-quality homes and services, while also holding landlords and social housing providers like us accountable—helping us to continuously improve for you!
TSMs also provide us with a great opportunity to enhance and tailor our services based on the feedback you’ve given.
Unlike our regular surveys that follow up after specific interactions, such as our ASB satisfaction surveys, TSMs focus on your overall experience with us. They give us valuable insight into what matters most to you and where we can make improvements.
Every three months, we collect feedback from a random selection of you our customers, ensuring that everyone has the opportunity to take part at least once a year. We then report on our performance annually, so you can see where we’ve done well and where we need to improve.
Where our scores are low, we develop action plans for improvement, focusing not just on the numbers, but also on the comments from your surveys. Your feedback is crucial in helping us make the changes that matter most!
How we collect and publish your feedback and our performance
As a housing association who owns more than 1,000 homes, we are now required to submit our performance against the Tenant Satisfaction Measures (TSMs). This enables you as a customer to see how we're delivering and where we need to improve.
Each year by 30 June, we must submit our performance to the Regulator of Social Housing and publish the information for customers to see. We have chosen to do that here on our website, and through our residents magazine Be Mag. You can view Be Mag online here, or if you would like to sign up please email hello@honeycombgroup.org.uk or call 01782 744533.
With customers across England, the Regulator for Social Housing established 22 Tenant Satisfaction Measures, covering five themes. Ten of these are measured by monitoring performance, and 12 are measured by asking you what you think through a survey.
Last year between 1 April 2025 – 31 March 2026 we received 551 surveys from you via email, SMS, over the phone, and face to face. We ensure that we selected a good balance of customers from diverse property types, and ages to really get a reflective view. Thank you to everyone who took part and contributed.
To understand more about how we undertook the survey, please click here.
How we're performing
Below is our performance summary for 2025-2026, along with our action plans to address areas identified for improvement.![]()
Customer satisfaction
More customers told us they are happy with the service they receive from us than they were last year. Some of the biggest improvements were in the areas that matter most to customers. Customers told us they were happier with our repairs service, more satisfied with the time it takes to complete repairs, more likely to feel listened to, better informed about things that matter to them and more likely to feel treated fairly and with respect.
One of our biggest improvements was satisfaction with how we handle complaints. While this remains an area we want to improve further, it’s encouraging that more customers feel we’re getting it right. The only area where satisfaction reduced slightly was how we look after our communal areas. However, we have a plan in place to address these concerns, which is already being rolled out. We’ll continue to listen to customer feedback to understand where we can make further improvements.
Complaints
We know making a complaint isn’t something any customer wants to do, so it’s important that when they do, we respond quickly and fairly. This year we responded to 100% of Stage One and Stage Two complaints within the Housing Ombudsman’s timescales, a significant improvement from last year.
We also received more complaints than the previous year. While we’d always rather to resolve issues before they become complaints, we want customers to feel confident speaking up when something isn’t right. Every complaint helps us learn and improve the services we provide.
Repairs and homes
Customers told us they’re happier both with our repairs service and the time it takes to complete repairs. This follows investment in our repairs, maintenance, and compliance teams, as well as the change of our responsive repairs contractor. Behind the scenes, we also improved the number of repairs completed within our timescales, particularly emergency repairs, where performance increased slightly.
Although slightly more homes were recorded as not meeting the Decent Homes Standard this year, more than 95% of our homes continue to meet the standard, and we’re continuing to invest in improving customers’ homes through planned maintenance and improvement programmes.
Anti-social behaviour
More anti-social behaviour cases were reported this year than last year. While this may sound worrying, it can also be a positive sign that people feel more confident in reporting concerns to us, and that we’re identifying and recording issues more effectively. This comes following investment into ASB with a dedicated ASB Specialist now supporting our Neighbourhood Teams to deal with issues of anti-social behaviour, alongside a proactive approach to supporting communities with drop in sessions and surgeries.
Encouragingly, more customers told us they’re satisfied with the way we deal with anti-social behaviour, showing that the support and action we’ve taken is making a difference.
Building safety
Keeping customers safe remains our highest priority. We’re proud to have maintained 100% compliance across almost all of our building safety responsibilities, including fire safety, asbestos management, legionella checks and lift safety.
Gas safety remained exceptionally high at 99%, giving customers confidence that their homes continue to be safe and well managed.
Looking ahead
These results show we’re moving in the right direction, but we know there is still more to do. Over the coming year we’ll continue to focus on improving the customer experience when things go wrong, making sure customers feel listened to and involved, maintaining high standards for repairs and home safety, and keeping customers informed about things that matter most to them.
Thank you to everyone who took the time to complete our survey. Your feedback helps shape our services and ensures we’re focusing on what matters most to you.
📣 We’re listening!
Thank you to everyone who shared feedback in our latest Tenant Satisfaction Measures (TSM) survey 🙌 You told us it can be harder to reach us by phone during busy times—especially around lunchtime. So, we’ve made changes! ⏰ Our customer service team now has staggered break times to make sure more staff are available when you need us most. Your voice helps shape our services—keep the feedback coming! 💬
Find out more about how your feedback is influencing our homes and services
Your feedback - you said, we did!
Thanks to your feedback, we’ve been able to make some positive changes that directly improve the services we provide. When you report issues or share your thoughts with us, we listen and take action. We've listed some examples so you can see how your feedback is making a difference.
Become an involved customer
We want to ensure you have plenty of ways to share your thoughts and improve the services you receive. Your input is vital in shaping what we do. Whether through the Customer Assurance Group, Void Inspector Programme, ASB Surgeries, or scheme walkabouts, your feedback matters. Satisfaction surveys also help us improve. Getting involved ensures your needs are heard, and we’re always working to enhance services for you and your community. Your voice truly makes a difference.
Share your feedback, compliment, or complaint
Your feedback helps us to understand what we're doing well and where we need to improve. You can find out more about our complaints process and how to get in touch below.
