Tenant Satisfaction Measures

At GCHA, we are committed to providing quality homes and services that meet the needs of our residents. Listening to your feedback is an important part of this, helping us understand what we are doing well and where we need to improve.

One of the key ways we gather this feedback is through the Tenant Satisfaction Measures (TSMs).

Tenant Satisfaction Measures (TSMs) are a set of standards introduced by the Regulator of Social Housing. They are designed to help housing providers understand how residents feel about the homes and services they receive.

• The measures cover a range of areas that matter most to residents, including:
• Overall satisfaction with services
• Repairs and maintenance
• Safety and quality of homes
• Communication and engagement
• Complaints handling
• Neighbourhood management and anti-social behaviour

The results help us monitor our performance, identify areas for improvement and ensure residents’ voices remain at the centre of service delivery.

The Tenant Satisfaction Measures are important because they help us to:

Accountability

Ensure we are meeting the standards expected by residents and the Regulator of Social Housing.

Improvement

Understand where services are performing well and where changes or improvements are needed.

Transparency

Provide clear information about our performance and demonstrate how resident feedback influences the services we deliver.

Resident Voice

Make sure residents’ experiences and opinions help shape future service improvements and priorities.

We are pleased to share GCHA’s latest Tenant Satisfaction Measures (TSMs), which show positive progress in how residents are experiencing our services.

Overall satisfaction has increased from 65% to 77% since 2023/24, an improvement of 12 percentage points.

All 12 tenant perception measures have improved, showing positive progress across our services.

About the survey

Between September and December 2025, GCHA carried out its latest Tenant Satisfaction Survey. The survey was conducted independently by Acuity Research and Practice through telephone, online and postal questionnaires.

233 tenants took part from 606 households, sharing their experiences of GCHA and the services we provide.

Overall Satisfaction

• 77% of residents are satisfied with the overall service provided by GCHA.

Repairs and Maintenance

• 82% are satisfied with the repairs service provided over the last 12 months
• 79% are satisfied with the time taken to complete their most recent repair
• 74% are satisfied with GCHA’s approach to repairs and maintenance overall

Communications and Engagement

• 81% feel they are treated fairly and with respect
• 73% are satisfied they are kept informed
• 66% feel GCHA listens to their views and acts upon them
• 82% say GCHA is easy to deal with

Neighbourhood Management

• 77% are satisfied with the upkeep of communal areas
• 69% feel GCHA makes a positive contribution to their neighbourhood
• 60% are satisfied with GCHA’s approach to handling anti-social behaviour

We are particularly pleased to see improvements in areas that have a direct impact on residents:

• Complaints handling: up 18 percentage points
• Time taken to complete repairs: up 16 percentage points
• Listening to residents and acting on their views: up 16 percentage points
• Contribution to neighbourhoods: up 17 percentage points

Complaints handling has seen particularly positive progress, with 52% satisfaction compared with a sector median of 40%.

While this improvement is encouraging, we know there is still more to do.

Your feedback helps us understand what we’re doing well and where we need to improve.

We will continue to focus on:

• Improving complaints handling
• Tackling anti-social behaviour
• Strengthening resident voice and engagement
• Improving repairs performance
• Keeping residents informed
• Supporting residents affected by cost-of-living pressures

We are proud of the progress made, but we are not complacent. We will continue listening to residents and using your feedback to shape better, more responsive services.

Thank you to everyone who took the time to share their views.

The findings from the survey will help shape our future service improvements and priorities. We will continue using resident feedback to:

• Improve repairs and maintenance services
• Strengthen communication with residents
• Review complaints handling processes
• Improve customer service and engagement
• Work with residents to shape future services

Carrying out this survey is just one part of how GCHA works with residents to improve services and ensure resident voices are heard.