Housing Performance and Resident Feedback
On this page, you'll find information about how our housing services are performing and how we're responding to resident feedback.
Our official Tenant Satisfaction Measures (TSMs), which are reported to the Regulator of Social Housing, are published separately here: Tenant Satisfaction Measures
How we’re performing – and where we’re improving
We want to be open about how our housing services are performing and how residents feel about living with Abbeyfield.
This page includes:
- Results from our most recent Housing Resident Satisfaction Survey
- What residents told us is working well
- Areas where residents believe we can improve
- What we're doing in response through our You Said, We Will improvement programme
This information helps residents, staff and our Board understand what's working well, where improvements are needed, and how resident feedback is shaping our services.
What Residents told us in our latest Housing Survey
Our most recent Housing Resident Satisfaction Survey closed in January 2026
We received responses from over a third of residents, giving us a strong and reliable picture of resident views
The results in this section reflect feedback from all Abbeyfield housing residents, including both tenants and leaseholders.
At the moment, leaseholder feedback is analysed alongside tenant feedback rather than reported separately. This helps us look at overall experience across our housing services.
Some key highlights:
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83% of residents were satisfied overall
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88% felt they are treated fairly and with respect
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88% said their home feels safe
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86% were satisfied that their home is well maintained
Where residents told us we need to improve:
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Repairs timescales and communication
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How we listen to and act on resident feedback
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How complaints are handled
We take this feedback seriously and use it to shape our improvement plans.
What we’re doing in response
You said We will
Resident feedback doesn’t stop at surveys. What matters most is what happens next.
Based on what residents told us, we are:
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Sharing clearer repair timescales and improving updates
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Strengthening how we manage and monitor contractors
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Improving how complaints are handled and followed up
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Relaunching clearer information through Welcome Packs, noticeboards and newsletters
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Supporting more resident meetings and opportunities to get involved
What happens next?
We will continue to:
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Share performance information openly
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Listen to resident feedback
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Report back on progress and improvements
We know we don’t get everything right, but we’re committed to learning, improving and working with residents to make Abbeyfield the best it can be.
Keeping this page up to date
This page will be updated as:
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New survey results are published
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Improvement actions progress
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Residents share new feedback
If you’d like to give feedback at any time, you can:
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Speak to a member of staff in your home
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Raise it at a resident meeting
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Email: feedback@abbeyfield.com
Other useful information for housing residents
Find helpful information about your home and the services we provide – including repairs, safety, support, and paying your rent or charges.
We are always keen to hear from you. Find out how to give feedback or raise a concern.
Consumer Standards ensure social housing tenants are safe, well-housed, treated fairly, and involved in how their homes are run.
Access important documents and policies that explain how things work at Abbeyfield – from how we deal to complaints to how we manage health and safety.
Find out more about all the latest news, events and stories from across Abbeyfield Living Society.
View our latest housing Tenant Satisfaction Measures results and how the feedback helps us continually improve our services.
Essential contact details for our teams for repairs, account enquiries, resident engagement, and feedback. Includes out-of-hours support and emergencies.
There's lots of ways for you to get involved and have your voice in our how we deliver our services.
STAIRs is a new UK standard ensuring social housing tenants can easily access information about their home's management, funding, and maintenance.