Here at CHS, we aim to deliver excellent services that exceed our tenants’ expectations and provide value for money for them. We prioritise listening to our tenants to understand their needs and offering services which meet those needs.

Tenant Satisfaction Measures (TSMs) help us to better understand what we’re doing well and where we need to improve our services.

The Regulator for Social Housing oversees a system for assessing how well social landlords are doing in providing good quality homes and services. There are 22 Tenant Satisfaction Measures (TSMs), which include 12 key measures of how satisfied you are with CHS. The themes for the TSMs are:

1. Keeping properties in good repair

2. Maintaining Building Safety

3. Respectful and helpful engagement

4. Effective handling of complaints

5. Responsible neighbourhood management

Each year we invite every household to complete our Satisfaction Survey. If we hold an email address for you, we email a link to an online survey, usually in the month of your birthday. If we don’t have an email address for you we will send a paper copy of our survey. If you complete the survey, we enter you into our prize draw with a chance to win £250. We ask a few extra questions that the Regulator doesn’t require us to ask, for example to find out whether you think your rent and service charges are good value for money.

This summary applies to our rented homes only and we review the surveys results for our shared owners separately. We received 544 survey replies from tenants between April 2025 and March 2026, which resulted in a statistical accuracy of +/- 3.7%, within the Regulator’s requirement of +/- 4% for an organisation of our size.

We reviewed whether the responses we received were representative of our tenants by local authority area, housing type, age and ethnic background. We didn’t find the satisfaction levels varied significantly between these groups and so we have not adjusted them.

Tenant Satisfaction Measures 2025-26

Building Safety

Anti-Social Behaviour

Decent Homes Standard and Repairs

Complaints

Supplementary questions

Overall Satisfaction of CHS tenants has decreased by 5.8% since 2024-25, and satisfaction that you have a well-maintained home has decreased by 5%. While satisfaction with CHS’s handling of anti-social behaviour and with maintenance of communal areas has improved, we are conscious of areas where our service needs to improve. There has also been a decrease in satisfaction with complaint handling since the previous year.

In response to your feedback about repairs, particularly around delays and overall reliability, we have taken several steps to improve the service you receive. We have updated our Repairs Policy to clearly set out what you can expect from us, including how quickly different types of repairs should be completed, to give greater clarity and consistency in our approach.

We have also appointed the company FFT to carry out surveys of all the homes we own. This work will give us a much better understanding of the condition of these homes and allow us to plan more effectively for future maintenance and investment, helping us move towards a more proactive approach rather than responding when things go wrong.

To strengthen delivery on the ground, we have recruited additional trades staff, including multi-skilled operatives who are able to deal with more than one issue during a single visit. This will reduce the need for multiple appointments and help us complete repairs more efficiently and conveniently for you. Alongside this, we have been working closely with our repair contractor, Fortem, on resolving repairs that have been outstanding for a long time and improving overall performance.

As part of our work with Fortem, we have also strengthened how we categorise and record emergency repairs on our systems so we can better demonstrate that emergency response times are being met. In the meantime, our teams are carrying out additional checks to ensure repairs are being recorded and managed correctly.

Together, these changes are aimed at delivering a more reliable repairs service, reducing waiting times, and ensuring that issues are resolved more effectively, while keeping you better informed throughout the process.

We are also employing a Corporate Complaints Manager to improve the effectiveness of our complaint handling and to help us focus more on how we need to address issues that lie behind complaints.

You can see more about our how we conducted the survey here CHS Group Survey approach 2025-6 and a copy of the survey questionnaire here CHS_Tenant_Satisfaction_Survey_Form 2025-6