Housing: our performance & tenant satisfaction

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.

On this page, you’ll find:

• Results from our most recent Housing Resident Satisfaction Survey

• Our Tenant Satisfaction Measures (TSMs), which all housing providers must publish

• What residents told us needs improving – and what we’re doing in response

This information helps residents, staff and our Board understand what’s working well and where we need to do better.

What Residents told us in our latest Housing Survey

Our most recent Housing Resident Satisfaction Survey closed in December 2024.
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:

• 90% of residents were satisfied overall

• 92% felt they are treated fairly and with respect

• 88% said their home feels safe

• 86% were satisfied that their home is well maintained

Where residents told us we need to improve:

• Repairs timescales and communication

• How we listen to and act on resident feedback

• How complaints are handled

We take this feedback seriously and use it to shape our improvement plans.

Tenant Satisfaction Measures - how we're performing

What are Tenant Satisfaction Measures?

Tenant Satisfaction Measures are set by the Regulator of Social Housing.
They help make sure landlords are open and transparent about how they perform.

They are made up of:

• Resident feedback from satisfaction surveys

• Management information, such as repairs performance and safety checks

We submit our full results to the Regulator each year and publish them here for residents.

Our latest Tenant Satisfaction Measure results show:

• 82.3% overall satisfaction

• 79.3% satisfaction with repairs

• 85.1% satisfaction that homes are safe

• 100% compliance with gas and fire safety checks

• 0% of homes failing the Decent Homes Standard

Some scores – particularly around complaints and communication – are lower than we’d like. These areas are a clear focus for improvement. You can see the full TSM results here.

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:

• Sharing clearer repair timescales and improving updates

• Strengthening how we manage and monitor contractors

• Improving how complaints are handled and followed up

• Relaunching clearer information through Welcome Packs, noticeboards and newsletters

• Supporting more resident meetings and opportunities to get involved

What happens next?

We will continue to:

• Share performance information openly

• Listen to resident feedback

• 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:

• New survey results are published

• Improvement actions progress

• Residents share new feedback

If you’d like to give feedback at any time, you can:

• Speak to a member of staff in your home

• Raise it at a resident meeting

• Email: feedback@abbeyfield.com

Other useful information for housing residents