Every year, we ask tenants to share their experiences through our Tenant Satisfaction Measures (TSM) survey. The survey gives us a consistent way to understand how tenants feel about the services we provide, including repairs, communication, safety and how we respond when things go wrong.

While smaller landlords are only required to carry out TSM surveys every two years, we choose to do so annually so we can track progress over time, identify emerging issues sooner and respond more effectively to tenant feedback.

This year, 132 tenants took part in the survey, representing 42% of our tenants.

A huge thank you to everyone who shared their views. Your feedback helps us understand what’s working, where we can do better and what matters most to our tenants.

 

How we collected feedback

The survey was carried out between November 2025 and February 2026.

To encourage participation and make the process as accessible as possible, tenants were contacted in advance and given notice of planned appointments. Following feedback from last year’s survey, reminder calls were also provided closer to appointments to reduce the risk of visits being forgotten.

Most surveys were completed face-to-face in tenants’ homes. This approach allows for richer conversations and often results in more detailed feedback. A smaller number were completed by telephone to ensure tenants who preferred an alternative option could still take part.

To support open and honest feedback, surveys were carried out by colleagues who do not normally work directly with the tenants taking part.

 

What tenants told us

This year’s results show strong levels of satisfaction across many of our core landlord services.

Our highest scoring areas included:

• 92.4% of tenants felt respected and treated fairly
• 92.4% of tenants felt their home was safe
• 90.3% of tenants were satisfied with repairs
• 90.2% of tenants felt they were kept informed
• 87.1% of tenants were satisfied overall

These are encouraging results and suggest that many tenants feel safe, respected and well informed, while also having confidence in the repairs service they receive.

The findings also demonstrate strong performance against national benchmarks, with St Anne’s scoring above the national median for large landlords in eight of the nine Tenant Satisfaction Measures.

 

Several areas showed significant improvement compared with last year.

The biggest increases were:

• Satisfaction with handling anti-social behaviour increased by 19.4%
• Satisfaction with complaints handling increased by 14%
• Satisfaction with repair timeliness increased by 9.8%
• Satisfaction with keeping tenants informed increased by 8.6%
• Satisfaction that the landlord listens to tenants’ views and acts upon them increased by 5.2%

These improvements suggest that work to strengthen repairs services, communication and anti-social behaviour case management is making a positive difference.

 

Over the last year, we have focused on improving repair processes and response times, strengthening communication with tenants, improving oversight of complaints and taking a more proactive approach to anti-social behaviour.

Some of the changes behind these improvements include empowering our Direct Labour Organisation (DLO) team to take greater ownership of repairs and resolve issues more quickly, increasing the stock carried in repair vans so more jobs can be completed on the first visit, and improving communication between housing, property and operational teams to help concerns be addressed more efficiently.

We have also strengthened our approach to anti-social behaviour by providing additional training for colleagues, introducing regular multi-disciplinary case review meetings and working more closely with police and partner agencies to support earlier intervention and quicker resolutions. The results suggest these improvements are being recognised by tenants and are having a positive impact on their experience of our services.

 

What we’re working on next

While the results are encouraging, tenant feedback also helps us identify where we need to focus our attention.

One area we will continue to prioritise is complaints handling. Although satisfaction increased this year, we know there is more work to do to improve tenants’ experience of the complaints process.

Over the coming year, we will continue reviewing complaints at senior management level, holding regular learning sessions with colleagues to identify opportunities for improvement, and strengthening communication with tenants throughout the complaints process. We will also continue to use complaints data alongside tenant feedback, compliments and TSM results to identify trends, improve services and ensure lessons are embedded across the organisation.

Our aim is to build confidence that concerns are listened to, investigated fairly and used to make positive changes.

 

We have also identified neighbourhood contribution as an area for further development. This measure looks at how tenants feel their landlord contributes to the neighbourhoods where they live.

During 2026/27, we will continue developing our Tenant Forum to give tenants a stronger voice in shaping services and local priorities. We also plan to introduce community mapping walks, bringing tenants, colleagues and local partners together to identify strengths within neighbourhoods, opportunities for improvement and ideas for future community projects.

Alongside this, we will continue to strengthen partnerships with community groups, local authorities and voluntary organisations, while creating more opportunities for tenants to get involved in volunteering, community activities and service development. We hope these steps will help tenants feel more connected to their communities and more able to influence the places where they live.

 

Listening beyond the TSM survey

The annual TSM survey provides valuable insight, but it is only one part of how we understand tenant experience.

Throughout the year, we gather feedback through complaints and compliments, repairs feedback, tenant meetings, engagement events, service reviews and conversations with tenants and colleagues. Together, these sources help us understand what is working well, where improvements are needed and the experiences behind the survey results.

By bringing this information together, we can identify themes, track progress and make informed decisions about service improvement. Most importantly, it ensures tenant voices remain at the heart of the services we provide.

 

Get involved through our Tenant Forum

One of the best ways for tenants to help shape services is by joining our Tenant Forum.

Our Tenant Forum gives tenants the opportunity to influence decisions, share ideas and help shape future improvements across St Anne’s. It’s a chance to hear what’s happening across our services, discuss issues that matter to you and make sure tenant voices are part of the conversation.

As a member of the forum, you’ll:

• Help influence service improvements
• Hear about plans and developments first
• Share your experiences and ideas
• Meet other tenants and staff
• Play a role in shaping future priorities

 

As Tenant Forum member Lensey explains:

“The forum is a great chance to meet other people, share ideas and have some fun along the way. I would encourage more tenants to get involved. The more people who take part, the more different views we hear, and that helps make services better for everyone. The more voices around the table, the stronger and more diverse our tenant voice becomes.”

 

To find out more about the Tenant Forum or to get involved, please speak to a member of staff or contact our housing team.

 

Thank you to everyone who took part in the survey and shared their views.

 

Want to explore the results in more detail?

Download the full Tenant Satisfaction Measures Report 2025/26: St Anne’s TSM Report 2025-26

 

The report includes:

• Full survey results
• Year-on-year comparisons
• National benchmarking data
• Service improvement activity
• Our priorities for 2026/27

 

Download our Easy Read version of the Tenant Satisfaction Measures Report 2025/26: St Anne’s TSM Report 2025-26 (EASY READ). If you need this report in a different format, please get in touch.