About our 2025-26 Tenant Satisfaction Measures

The Regulator of Social Housing requires all registered housing providers to report against 22 statements each year. These are called the Tenant Satisfaction Measures (TSMs) and tell you how well ISHA is doing in providing quality homes and services to tenants. You can see the full results of this year’s survey on the performance page.

The results of the 2025-26 survey highlight a mixed but encouraging picture of progress in several service areas over the past year. But there are also areas where you have told us we still need to improve, and we have already begun to address these through our 2026-2030 corporate strategy (PDF, 3.1mb) .

From the 2025-26 TSMs you have said:

• you feel better informed, with satisfaction increasing to 70.2%
• our repairs service is working better, with satisfaction increasing to 68.9%
• our approach to handling anti-social behaviour (ASB) is much better, with satisfaction now at 57.7%.

Satisfaction with repairs

It is important for you that we get repairs right. 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, your satisfaction with our repairs service was 63.2%, and we were taking too long to complete repairs. This year, overall satisfaction with repairs is 68.9%, and there has also been a small increase in satisfaction with the time taken to complete repairs. This shows the changes we have made are having a positive impact for you, but that we still have more work to do.

As a tenant, you know what a great repairs service looks like for you. We are reviewing how repairs are delivered and want your input, so get involved in shaping the new repairs service.

Building better communities and neighbourhoods

You have also told us that ISHA is making a positive contribution to your neighbourhood; you feel we are listening to and acting on your views more, and we’re doing better in keeping communal areas clean and well-maintained where you live.

We’re pleased more residents are seeing and speaking with our Resident Involvement Team and Resident Liaison Officers. They are working with you to understand what matters locally and improve the places where you live.

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

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.

Continuing to deliver better services for you

We are using the results of what our tenants have told us in the TSM survey to continue improving the service we provide to all residents, including shared owners and leaseholders. Our 2026-2030 corporate strategy (PDF, 3.1mb) addresses many of the concerns you’ve told us about. Through the regulatory measures like the TSMs, listening to your feedback, your involvement and working together, we can make ISHA a landlord you are proud to have working for you.

More information

You can view the full results from the Tenant Satisfaction Measures and more analysis on the performance page.

If you have any questions about the results, email news@isha.co.uk, and we’ll put you in touch with the right person.