You said, we did: An update on the Tenant Satisfaction Survey
Every year, we carry out a survey with a sample of our rental and shared ownership customers based on Tenant Satisfaction Measures (TSMs). Here we share an update on the latest survey, covering 2025/26.
The TSMs ask customers to share how satisfied (happy) or dissatisfied (unhappy) they are in lots of areas, such as repairs, communal spaces, complaints and customer involvement. You can view the questionnaire we used here. Over 2,500 customers took part in 2025/26’s survey, helping us to understand what’s working well and where we need to do better. Thank you to everyone who took the time to share their views with us.
To find out how we performed and learn more about what we’re doing to improve, please take a look at the report by clicking on the button below. You can also learn more about some of the ways we’re using customer feedback to make our services better by reading our Customer Annual Report.
Explore the 2025/26 TSM Report
Our results will be published by the Regulator of Social Housing and you can view our results from previous years at the bottom of this page.
What’s next
We know there are things we can do better, and we have plans in place to do so. From improving our repairs and complaint handling services, to making our neighbourhoods safer, we’re committed to getting the things that matter most right for our customers.
We’ll be continuing to work closely with our customers, who share their views and influence how we deliver our services. If you’d like to get involved, please visit our website to learn more or get in touch by emailing customerengagement@onward.co.uk or calling 0300 555 0600.