Tenant Satisfaction Measures (TSMs) 2025

Every 2 years BCOP asks residents to tell us how we are doing. The results form part of the national Tenant Satisfaction Measures (TSMs), introduced by the Regulator of Social Housing in April 2023.

You can read our full 2025 report here

What are tenant satisfaction measures?

Tenant satisfaction measures are a set of 22 national measures used to assess how well social housing landlords in England provide safe, good quality homes and services.

Ten of the measures are based on information we record directly (such as repairs completed on time and building safety checks). Twelve measures come from a resident survey.

All Registered Housing Providers must publish their results so residents can see how their landlord is performing.

As explained in our 2025 report, 76 residents responded to our confidential survey between June and November 2025 – around 58% of our residents, compared to 50% in 2023.

Why we ask residents to take part

We do not see the survey as a “tick box” exercise. We use it as an important way to:

• Understand what matters most to you
• Identify where we are doing well
• Recognise where we need to improve
• Compare ourselves with similar housing providers
• Strengthen trust and accountability

Your feedback helps shape real changes in how we deliver services.

Thank you to everyone who took part

We would like to sincerely thank every resident who completed the 2025 survey.

A 58% response rate is a strong level of engagement, and we value the time you took to share your honest views. Your feedback – positive and critical – helps us improve.

What changed after the 2023 survey?

Following the 2023 results, we took several practical steps to improve our services. As set out in the “What happens next?” section of the 2025 report, we:

• Updated our complaints policy so that all expressions of dissatisfaction are treated as complaints, and ensured staff are confident in following the correct process
• Installed new software to better track repairs and improve management information
• Improved communication by:
  • Beginning a programme of installing new noticeboards
  • Holding regular resident meetings in supported housing
  • Introducing “You said, we did” posters
  • Starting a quarterly newsletter with more housing information
  • Making the newsletter available in different formats
  • Introducing a more flexible structure for Tenant Support Officers
• Recruited a Housing & Compliance Officer to make our service more responsive and efficient

These changes were made directly in response to resident feedback.

What the 2025 survey tells us

The 2025 results show strengths in areas such as:

• 100% of required gas, fire, asbestos, water and lift safety checks completed
• 71% of residents satisfied that their home is safe
• 85% of non-emergency repairs completed within target timescales

The results also highlight areas where we need to improve, including overall satisfaction (59%) and communication and engagement measures

We are committed to addressing these areas.

What we will do following the 2025 survey

As outlined in our report,we will:

• Introduce shorter feedback surveys at key points, such as after moving into a new home or after a repair
• Advertise more events and resident meetings on our website
• Contact respondents (where permission has been given) to better understand concerns in more detail
• Continue installing additional noticeboards
• Keep strengthening communication and visibility across schemes

We will also continue to use “You said, we did” updates so residents can clearly see how feedback leads to action.

This article provides a summary. You can read the full 2025 Tenant Satisfaction Measures report, including detailed performance figures and comparisons, here

At BCOP, our care comes from the heart. Listening carefully, responding thoughtfully, and improving steadily are part of how we honour that commitment.

If you have questions about the survey results, please speak to your Tenant Support Officer or contact the Housing Team.