Please note: the figures below reflect the results from surveyed homeowners. The results from our surveyed residents living in our low cost rental homes can be viewed here.
Overall satisfaction
37% satisfaction
Area as a place to live
85% satisfaction
Fair & Respect
61% satisfaction
Safe home
61% satisfaction
Keep residents informed
55% satisfaction
Communal areas
48% satisfaction
Contribution to neighbourhood
44% satisfaction
ASB handling
40% satisfaction
Listens and acts
30% satisfaction
Complaints handling
16% satisfaction
Living in a safe home (61%) is the biggest driver of overall satisfaction for Home Ownership residents. Whilst this area has scored well, the results show there is still room for improvement. The top reason for dissatisfaction is communal entrance doors/intercom systems not working (21%). This is followed by concerns around the physical building (17%). We’re already making improvements and have retendered our London repairs service contract, which has been the root cause of much dissatisfaction. We expect these changes to result in improvements during 2024-25.
Being treated fairly and with respect (61%) is the second top driver of overall satisfaction.
Neighbourhood as a place to live (85%)* scored positively, showing that on the whole residents are satisfied with their neighbourhood. Where issues were mentioned, these included comments about ASB (crime, drugs) and rubbish and items dumped on the road.
Keeping residents informed (55%) is 18 percentage points above the overall satisfaction and stayed stable across the year. However, feedback regarding not being kept up to date with progress and issues not acted upon are the main concerns identified (38%).
We’ve increased our communications to Home Ownership residents this year, introducing a new, dedicated resident newsletter for homeowners. We’ll continue to listen to residents to improve communications.
*Please note: This is a service promise question not a TSM.
How do we produce our results?
We explain the process we follow to produce our Tenant Satisfaction Measure results.
More about the TSM process