Tenant Satisfaction Measures (TSMs) are measures introduced by the Regulator of Social Housing to help customers understand how well their landlord is performing.
They are designed to:
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give customers a stronger voice
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improve transparency and accountability
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help landlords improve services
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allow customers to compare performance across housing providers
The statistics include our:
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general needs homes
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housing for older people
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supported housing
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intermediate rent homes (for households with low to moderate income)
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temporary accommodation
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shared ownership homes
How TSMs work
There are 22 Tenant Satisfaction Measures in total.
These are divided into two groups:
Our TSM results
View our annual TSM results below.
What our results are telling us
Looking at our TSM results over the last three years helps us understand where customers’ experience is improving and where we still need to do more.
For customers living in our rented homes, the overall picture is positive. Overall satisfaction with Accent has increased each year, from 62.6% in 2023/24 to 64.1% in 2024/25 and 68.6% in 2025/26. Our latest results also show improvement across all of the individual tenant perception measures compared with the previous year.
There are encouraging improvements in areas we know matter to customers. Satisfaction with our repairs service has increased from 62.1% to 67.5% over the three years, while satisfaction that we listen to customers and act on their views has increased from 52% to 58.6%. Satisfaction that we treat customers fairly and with respect has also increased, from 64.8% to 70.6%.
For our low-cost home ownership customers, the picture is more mixed. Overall satisfaction has increased from 32.8% in 2023/24 to 39.5% in 2025/26, and most measures improved in our latest results. However, satisfaction remains much lower than for customers living in our rented homes and some measures fell slightly in 2025/26.
We welcome the progress we're seeing, but we know there is more to do. We use our TSM results alongside complaints, service performance and other customer feedback to understand where services are working well and where they need to improve.
Our new Improvement Plan sets out the actions we're taking in response to what customers have told us. As those actions are delivered and have time to embed, we'll continue to track our TSM results alongside our wider performance and customer feedback to understand whether customers are seeing and feeling a difference.
Read our Improvement Plan
Your feedback continues to play an important role in shaping our priorities and helping us improve.
Our Improvement Plan sets out the actions we are taking to improve customer experience and service performance across Accent. We regularly review and update this plan so customers can see the progress we are making.
