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 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. We send some of these every month, 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 585 survey replies from tenants between April 2024 and March 2025.

Overall Tenant Satisfaction has increased by 2.6% since 2023-24, and satisfaction that you have a well maintained home and with CHS keeping communal areas clean and well maintained have both increased by 4%. There has also been a 6% increase in tenants’ satisfaction with complaint handling, although this is not as high as we would like at 47% and we will continue to work hard to further improve this. Other measures of tenant satisfaction have stayed roughly the same as the previous year.

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. You can see more about our how we conducted the survey here and a copy of the survey questionnaire here.