View the results of our 2023 Tenant Satisfaction Survey

A graphic showing a happy face next to a sad face

We've published a summary of our Tenant Satisfaction Measures reporting.

What are the Tenant Satisfaction Measures?

The Regulator of Social Housing introduced the Tenant Satisfaction Measures (TSMs). These requirements came into force from April 2024 and tell us how well we are doing in providing quality homes and services. The TSMs require all social housing landlords, like ISHA, to report annually on the measures.

About the 2023 Tenant Satisfaction Survey

The 2023 survey was our first opportunity to use the Tenant Satisfaction Measures to get tenant feedback on what we’re doing well, where we can improve and what our priorities should be. The questions we asked were set by the regulator.

The 2023 survey took place between October and November 2023 and was representative of our tenants. In total, 400 tenants completed the survey.

Overall satisfaction

Graphic showing overall 54% of tenants are satisfied with ISHA

Overall, 54% of residents surveyed were satisfied with our service. While we saw improvements on previous years across multiple questions, our low satisfaction scores were a bit disappointing, and we want to do better.

Key drivers of satisfaction

Graphic showing the top four drivers of satisfaction according to the 2023 Tenant Satisfaction Survey

The results show that completing repairs quickly and correctly the first time is very important to our residents and is closely linked to overall satisfaction.

Improving our service

We are using what we have learnt from the Tenant Satisfaction Survey to improve the service we provide to our residents and are focusing on four main areas: Communication, repairs, performance and updates. You can find out more about each area on our Tenant Satisfaction Measures reporting page.

More information

See our Tenant Satisfaction Measures reporting page for more information on the results of the 2023 Tenant Satisfaction Survey. If you have any questions about the results, the Tenant Satisfaction Survey or the Tenant Satisfaction Measures, call 0300 131 7300 or email news@isha.co.uk.