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
-
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.
Comparing our TSM results
Comparing our year on year TSM results
The tables below show how our TSM tenant perception results have changed year by year since the TSMs were introduced in 2023.
Comparing our most recent TSM results with other housing providers
The tables below also show how our most recent TSM tenant perception results for 2025/26 compare to the average TSM scores across all other housing providers in England.
The information we have used to compare our 2025/26 TSM results against is taken from Housemark. Housemark is an independent organisation that helps housing providers like us measure how they are performing. The information from Housemark compares us with housing providers in England that manage between 15,000 and 25,000 homes. Providers in Scotland, Wales and Northern Ireland are not included. The average scores are median, which means the average is the middle result when all the results are put in order from lowest to highest.
Our TSM results for customers renting from us and living in low-cost rented accommodation (LCRO)
|
TSM Measure |
Our TSM results in 2023/24 |
Our TSM results in 2024/25 |
Our most recent TSM results (2025/26) |
The difference between our results this year (2025/26) compared to our results last year (2024/25) |
The average (median) score across all other housing providers in England in 2025/26 |
The gap between our results this year (2025/26) and the average score across all housing providers in England in 2025/26 |
|
Percentage of Accent customers in low cost rented accommodation who responded to our TSM survey |
33.3% |
44.3% |
42.9% |
1.4 percentage point decrease |
There isn’t an average score for response rate. |
There isn’t an average score for response rate. We don’t have anything to compare our result to. |
|
TP01 – How satisfied or dissatisfied are you with the service provided by Accent? |
62.6% |
64.1% |
68.6% |
4.5% increase |
69.4% |
1.4% below the average score |
|
TP02 – How satisfied or dissatisfied are you with the overall repairs service? |
62.1% |
65% |
67.5% |
2.5% increase |
75% |
7.5% below the average score |
|
TP03 – How satisfied with the time taken to complete your most recent repair? |
58% |
62.3% |
65% |
2.7% increase |
70% |
5% below the average score |
|
TP04 – How satisfied are you that Accent provides a home that is well maintained? |
62.6% |
65.4% |
67.9% |
2.5% increase |
70% |
2.1% below the average score |
|
TP05 – How satisfied or dissatisfied are you that Accent provides a home that is safe? |
68.1% |
71.2% |
74.0% |
2.8% increase |
75% |
1% below the average score |
|
TP06 – How satisfied are you that Accent listens to your views and acts upon them? |
52% |
54.8% |
58.6% |
3.8% increase |
60.9% |
2.3% below the average score |
|
TP07 – How satisfied are you that Accent keeps you informed about things that matter to you? |
60.9% |
62.4% |
64.7% |
2.3% increase |
70.4% |
5.7% below the average score |
|
TP08 – Accent treats me fairly and with respect |
64.8% |
67.5% |
70.6% |
3.1% increase |
77.5% |
6.9% below the average score |
|
TP09 – Accent’s approach to complaints handling? |
26% |
28.6% |
32.8% |
4.2% increase |
32.9% |
We meet the average score |
|
TP10 – Accent keeps communal areas clean and well maintained? |
57.1% |
57.9% |
61.6% |
3.7% increase |
64.6% |
3% below the average score |
|
TP11 – Accent makes a positive contribution to your neighbourhood? |
49.6% |
53.1% |
56.8% |
3.7% increase |
64.6% |
7.8% below the average score |
|
TP12 – Accent’s approach to handling anti‑social behaviour? |
51.2% |
55.4% |
57.2% |
1.8% increase |
59.8% |
2.6% below the average score |
|
Would you recommend Accent as a Landlord? |
We didn’t ask customers this question in 2023/24 |
77.9% |
80.3% |
2.4% increase |
We can’t compare this result to other housing providers. It’s not a standard TSM question. |
We can’t compare this result to other housing providers. It’s not a standard TSM question. |
|
How well does your Accent home meet your current needs? |
We didn’t ask customers this question in 2023/24 |
58.8% |
60.5% |
1.7% increase |
We can’t compare this result to other housing providers. It’s not a standard TSM question. |
We can’t compare this result to other housing providers. It’s not a standard TSM question. |
Our TSM results for shared ownership customers living in low-cost home ownership (LCHO)
|
TSM Measure |
Our TSM results in 2023/24 |
Our TSM results in 2024/25 |
Our most recent TSM results (2025/26) |
The difference between our results this year (2025/26) compared to our results last year (2024/25) |
The average score across all other housing providers in England |
The gap between our results this year (2025/26) and the average score across all housing providers in England in 2025/26 |
|
Percentage of Accent customers in low cost home ownership who responded to our TSM survey |
28.4% |
39.4% |
37.4% |
2% decrease |
There isn’t an average score for response rate. |
There isn’t an average score for response rate. We don’t have anything to compare our result to. |
|
TP01 – How satisfied or dissatisfied are you with the service provided by Accent? |
32.8% |
37.4% |
39.5% |
2.1% increase |
54.7% |
15.2% below the average score |
|
TP05 – How satisfied or dissatisfied are you that Accent provides a home that is safe? |
47.6% |
58.9% |
58.2% |
0.7% decrease |
80.3% |
22.1% below the average score |
|
TP06 – How satisfied are you that Accent listens to your views and acts upon them? |
22.7% |
29.3% |
32% |
2.7% increase |
44.3% |
12.3% below the average score |
|
TP07 – How satisfied are you that Accent keeps you informed about things that matter to you? |
37.7% |
44.8% |
44% |
0.8% decrease |
62.0% |
18% below the average score |
|
TP08 – Accent treats me fairly and with respect |
37.4% |
46.3% |
45.4% |
0.9% decrease |
67.8% |
22.4% below the average score |
|
TP09 – Accent’s approach to complaints handling? |
8.4% |
15.6% |
18.6% |
3% increase |
25.2% |
6.6% below the average score |
|
TP10 – Accent keeps communal areas clean and well maintained? |
33.7% |
28.5% |
38.3% |
9.8% increase |
51.6% |
13.3% below the average score |
|
TP11 – Accent makes a positive contribution to your neighbourhood? |
21% |
24.5% |
29.5% |
5% increase |
47.3% |
17.8% below the average score |
|
TP12 – Accent’s approach to handling anti‑social behaviour? |
23.5% |
23.4% |
26.8% |
3.4% increase |
43.3% |
16.5% below the average score |
|
Would you recommend Accent as a housing provider? |
We didn’t ask customers this question in 2023/24 |
59.3% |
60.4% |
1.1% increase |
We can’t compare this result to other housing providers. It’s not a standard TSM question. |
We can’t compare this result to other housing providers. It’s not a standard TSM question. |
|
How well does your Accent home meet your current needs? |
We didn’t ask customers this question in 2023/24 |
55.8% |
55.6% |
0.2% decrease |
We can’t compare this result to other housing providers. It’s not a standard TSM question. |
We can’t compare this result to other housing providers. It’s not a standard TSM question. |
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.
