2025/2026 Tenant Satisfaction Measures (TSMs).

What do our results tell us?

Thank you to everyone who took the time to share their views. Your feedback helps us understand what matters most to you and where we need to do better.

Many of you told us that you value Tuntum but want to see improvements in key areas like repairs and communication. We’re using this feedback to shape our next steps and will keep you updated on the changes we’re making. Overall, 78.1% of you told us that you are satisfied with the service we provide, we were really pleased to see this improvement from last year.

Key areas where satisfaction improved included:

• Customers feeling their home is well maintained
• Customers feeling their home is safe
• Handling of anti-social behaviour (ASB)
• Customers feeling listened to and that Tuntum acts on their views
• Complaint handling

Areas identified for further improvement included repairs services, satisfaction with communal areas, and communication and updates during service delivery.

Our survey

We carry out a Tenant Satisfaction Measures (TSM) survey each year to understand how customers feel about the services we provide and to meet the requirements set by the Regulator of Social Housing.

The 2025/2026 survey was carried out on our behalf by our independent research partner, CX-Feedback, who collected, generated, and validated the perception measures.

The feedback gathered through the survey helps to:

• Inform service improvement plans
• Influence decision making
• Monitor performance
• Provide assurance that customers’ voices are being heard

Your opinions are important to us. We carefully review customer comments to understand both positive experiences and areas where improvements are needed. This feedback helps shape future service delivery and improvement activity across Tuntum.

Our approach

The survey was carried out using a phased approach across three collection periods between September 2025 and February 2026. General needs, independent living, and supported housing customers were all given the opportunity to take part. These tenures are classed as Low-Cost Rental Accommodation and are therefore within the scope of the Tenant Satisfaction Measures (TSMs).

A mixed-method approach was used, with approximately 70% of responses collected by telephone and 30% collected digitally. Telephone surveys were carried out by Pexel Research Services, on behalf of CX-Feedback, who operate in line with recognised market research standards and accreditations. Digital surveys were distributed through the CX-Feedback platform.

The survey focused primarily on the Tenant Satisfaction Measures questions set by the Regulator of Social Housing and followed the requirements set out within the TSM Technical Requirements guidance. In addition to the required TSM questions, a small number of additional questions were included relating to improving customers’ experience of dealing with Tuntum, damp and mould concerns, and customer involvement opportunities.

Tuntum Housing manages approximately 1,526 homes. Based on this stock size, a minimum of 307 completed responses was required to achieve a margin of error of +/-5% at a 95% confidence level. In total, 329 responses were received, meaning the minimum requirement was exceeded.

Analysis of the survey responses demonstrated good levels of representation across key demographic groups, including tenancy type, local authority area, gender, ethnicity, and age profile. Where small variances existed, additional weighting analysis confirmed that these differences would not have a significant impact on the overall satisfaction results.

The TSM technical guidance sets out which questions can include “don’t know” or “not applicable” responses. In line with this guidance, where these responses were permitted, they have been excluded from the final satisfaction score calculations.