We at CCHA place huge value on listening to, learning from, and acting on tenant feedback. It’s essential for our growth and essential for ensuring the best experience for our customers.
We also recognise the importance of the wider housing sector learning together. Gathering consistent feedback across different providers helps everyone understand what’s working well, where things can improve, and where we fall short.
We would also like to say thank you to all the tenants who have taken part in our TSMs surveys by giving us your feedback. We appreciate you giving your time to let us know about your experiences as valued tenants of CCHA.
What are Tenant Satisfaction Measures (TSMs)?
In April 2023, The Regulator of Social Housing introduced 22 Tenant Satisfaction Measures (TSMs) — ten using management data, and twelve based on a customer perception survey. These measures track performance across key areas: overall satisfaction, property maintenance, building safety, safety checks, respectful engagement, complaint handling, anti-social behaviour, and neighbourhood management
TSMs aim to:
- Empower tenants by providing transparent performance data
- Help landlords identify where to improve services
- Highlight where landlord performance meets regulatory consumer standards
Results
Our latest results, accessible through the button below, cover the period 1st April 2025 to 31st March 2026 and also a comparison against our results for the previous two years.
The results from 2024/25 were submitted to the Regulator and are now publicly accessible here. The results from 2023/24 can be viewed here.
We envisage that a similar document detailing the results from 2025/26 will be published by the Regulator in Autumn 2026.
How we collect your feedback
We’ve reached out to all tenants in Low‑Cost Rental Accommodation (LCRA) via SMS or email, followed by telephone surveys to further encourage participation. You can review our full questionnaire and Summary of Survey Approach through the buttons below.
Why it matters
TSMs aren’t just a regulatory box to tick—they’re a public record that shows how well we serve you. They help:
- You, as tenants, understand our performance
- Us, as landlords, identify strengths and areas needing improvement
- The sector, to boost quality and accountability overall
Our perception results
The results below cover the year to date April 2026 - March 2027.
| Tenant Satisfaction Measures | Year to date on rental properties 2026-2027 | CCHA results on rental properties 2025-2026 |
| Overall resident satisfaction | 84.6% | 81.3% |
| Residents satisfied with the repairs service | 82.2% | 80% |
| Residents satisfied with the time taken to complete their latest repair | 79.7% | 76.6% |
| Residents satisfied with how well their home is maintained | 85.6% | 82% |
| Residents satisfied their home is a safe place to live | 88.6% | 86.6% |
| Residents satisfied we listen to their views and act upon them | 80.9% | 72% |
| Residents feel we keep them informed on things that matter | 84.4% | 79.5% |
| Residents satisfied we treat them fairly and with respect | 87.4% | 85.2% |
| Residents satisfied with our approach to complaints | 47.1% | 43.6% |
| Residents satisfied we keep communal areas clean and well maintained | 75.6% | 73.9% |
| Residents satisfied we make a positive contribution to their neighbourhood | 75% | 72% |
| Residents satisfied with how we handle anti-social behaviour | 72.7% | 67.7% |