Listening to your views
This is the first time we’re reporting on 22 new ‘Tenant Satisfaction Measures’ (TSMs) that were introduced by the Regulator of Social Housing for 2023/24.
Twelve of these are connected to our tenant and leaseholder perceptions of the homes and services we provide, and 10 relate to our management information. Together these provide us with valuable insight on our performance as a landlord and what matters most to you, in your home and we want to say a big thank you to everyone who took part.
Watch our short videos to hear more from Trevor Stanley, Chair of our My Impact tenant group, and some of our Midland Heart colleagues who highlight what we’ve learnt and how we are continuing to use this feedback to improve our services for all. You can also access our first annual TSM results by clicking here (or click here for a plain-text version).
How we collect this information
Over the last 12 months an independent research company, IFF Research, have spoken to over 2,500 people on the phone to understand how they feel about our services.
Alongside IFF Research, we have worked hard to make sure that those spoken to are truly representative of all of our tenants. That means we ensure we speak to more people who rent our general needs properties as they make up the vast majority of our homes. We also make sure to speak to tenants of all ages and ethnicities, again ensuring feedback captured is representative of our tenant base.
Read our report
For a full breakdown of our 2023/24 results, view or download our new Tenant Satisfaction Report below.
Annual TSM Results 2023 24
pdf - 8208Kb
Plain Text TSM Results 2023 24
docx - 32Kb
TSM Survey Questionnaire
pdf - 118Kb
Our recent service performance for 2023/24
overall satisfaction of tenants who have recently used one of our services in 23/24
Our repairs service
of tenants were satisfied with their recent repair in 23/24
repairs in the last 12 months
Non-emergency repairs completed within timescale
Emergency repairs completed within timescale
bathrooms fitted in 23/24
kitchens fitted in 23/24
boilers fitted in 23/24
Speaking with us when you need to
We know it's really important for you to be able to get in touch with us when you need to.
calls answered this year
of calls answered first time
seconds was the average wait time for a call to be answered
Keeping your homes safe
Your safety is our number one priority and we want all our tenants to feel safe and happy in their homes
compliance with building safety
of homes fitted with smoke and carbon monoxide detectors
