Performance

Tenant Satisfaction Measures

The Regulator of Social Housing requires all registered housing providers to report against the Tenant Satisfaction Measures (TSMs) each year. The TSMs tell you how well we, as your landlord, are doing in providing quality homes and services.

In total, there are 22 measures we must report on: 12 satisfaction measures and 10 management information measures*. There is also an additional measure for overall satisfaction with landlord services.

The measures cover five key themes:

1. Keeping properties in good repair.
2. Maintaining building safety.
3. Respectful and helpful engagement.
4. Responsible neighbourhood management.
5. Effective handling of complaints.

*Some of the management information measures are subdivided further with additional wording and you can see this in the table below.

About this year’s results

In total, 472 telephone surveys were carried out between July 2025 and March 2026.

The results of the survey highlight a mixed but encouraging picture for tenants. Overall tenant satisfaction with ISHA (TP01) has stayed much the same, at 57.2% in 2025-26 compared to 57.5% the previous year.

While we have made good progress in several service areas over the past year, there are areas where tenants have told us we still need to improve and deliver a better service.

These improvements are being led by our new Chief Executive and will be delivered through our 2026-2030 corporate strategy (PDF, 3.1mb) .

• You have told us that you feel better informed (TP07), with satisfaction increasing to 70.2% from 66.7% (an increase of 3.5%).
• You have told us our repairs service (TP02) has improved and satisfaction has increased to 68.9%, up from 63.2% previously (a 5.7% increase).
• You have also said our approach to handling anti-social behaviour (ASB) issues (TP12) is much better than before, with satisfaction now at 57.7%, a 12.3% increase on last year.

At the end of the page, you’ll also find our 2025-26 figures for five additional ‘value for money’ measures that our Board monitors.

The results of the Tenant Satisfaction Measures survey will help shape the delivery of our new strategy that focuses on service improvement, resident experience, communication, and overall operational performance. By continuing to listen to your feedback and working with residents to improve our services, we can deliver better results for all ISHA residents.

Satisfaction with repairs

It is important for you that we get repairs right for our tenants. Having a well-maintained home with everything in good working order goes a long way to making you feel happy, settled and safe in your home.

Last year, tenant satisfaction with our repairs service (TP02) was 63.2%, and it was taking us too long to complete repairs. This year, overall satisfaction with repairs is 68.9%. Satisfaction with the time taken to complete repairs (TP03) has seen a small increase to 63.7% from 62.9%. This shows the changes we have already made are having a positive impact for you, our tenants, but also that we have more work to do to consistently provide a better repairs service to all residents.

In the last 12 months we have put new procedures and controls in place for repairs, added more staff, created new Resident Liaison Officer roles and had more involvement from our Leadership Team and the Resident Scrutiny Panel.

As an ISHA resident, you know what a great repairs service looks like for you. 81 people responded to our survey about how to improve repairs, and in the coming months we’ll be inviting residents to take part in two workshops and to be involved in choosing our repairs contractor.

Progress in improving your neighbourhood

The 2025-26 TSM results show we have made some small improvements in keeping communal areas clean and well-maintained (TP10) – an increase of 1.9% from the previous year to 65.9%.

Likewise, tenants feel slightly more satisfied that we make a positive contribution to the local community where they live (TP11), with satisfaction at 63.6% compared to 62.1% last year. But again, we know there is more work for us to do.

This year’s results also highlighted that tenants are much more satisfied with how we are tackling anti-social behaviour (TP12), with a 12.3% increase to 57.7% satisfaction. We know how important it is for you to feel safe in your homes and community, and we are continuing to work with you to create a safer environment for all residents.

This year we’ll be launching a new resident involvement strategy that complements our 2026-2030 corporate strategy (PDF, 3.1mb) . The corporate strategy was co-created with involvement from the Resident Scrutiny Panel, and residents have also been involved from the beginning in creating the new resident involvement strategy. By being actively involved in creating our strategies, you have helped to make sure your needs are included and that we will deliver real benefits to all tenants, shared owners and leaseholders.

More residents are also seeing and speaking with our Resident Involvement Team and Resident Liaison Officers. They are working with residents to understand what matters locally and improve the buildings, communities and neighbourhoods where residents live.

Building safety

You will notice in the Landlord’s Management Information table that the building safety measures (BS01 – BS05) percentages decreased from the previous year.

We continue to proactively manage building safety compliance and are resolving any isolated instances of non-compliance as quickly as possible. As such, our compliance figures are now higher than when reported to the Regulator earlier this year.

For gas safety (BS01), our figure was lower because of a) delays in getting the necessary documentation from some managing agents and b) difficulties getting access to one property. We have now received the documentation from the managing agents, raising our compliance to 99.94%. An appointment has been arranged for the property where we couldn’t get access, and once the gas safety checks are completed there, we will be 100% compliant.

For water safety (BS04), the decrease was due to access issues at five blocks because of a change in contractor. This has now been resolved, and we are again 100% compliant with this measure.

Learning from complaints

While we try to deliver the best possible service to residents every time, things can go wrong. Complaints allow us to learn from mistakes and make changes to stop it happening again.

Compared to last year, we received more complaints. In 2025-26, there were 139.2 stage 1 service complaints (up from 87.9 last year) and 40.8 stage 2 complaints (up from 23.5) per 1,000 low-cost rented accomodation (LCRA) homes we manage. The increase is partly because tenants are now more aware of their rights to make a complaint and know how to do so.

Complaints and other feedback we receive from all residents provide us with valuable insight into your priorities and help us know where we still need to improve. The increased number of complaints is also likely because of more awareness amongst residents of their rights and the complaints process.

You can read the service complaints policy (PDF, 759kb) for more information about complaints, including how to make a complaint and an explanation of the stages of a complaint.