Tenant Satisfaction Measures Survey Results 2026/2027
Our Tenant Satisfaction Measures (TSM) Survey is run quarterly:
- Quarter 1 – April to June
- Quarter 2 – July to September
- Quarter 3 – October to December
- Quarter 4 – January to March.
This means we receive regular feedback on how you think we are doing and where our housing services might need improving.
The results for the 2026/2027 survey so far are shown below.
Overall satisfaction
|
TSM question |
1st quarter (Apr-June) |
2nd quarter (July-Sept) |
|
|---|---|---|---|
|
Satisfaction with the service provided by WHBC |
73% |
72% | ↓ |
Keeping properties in good repair
|
TSM question |
1st quarter (Apr-June) |
2nd quarter (July-Sept) |
|
|---|---|---|---|
|
Satisfaction with the overall repairs service from WHBC over the last 12 months |
72% |
74% | ↑ |
|
Satisfaction with the time taken to complete your most recent repair after you reported it |
73% |
70% | ↓ |
|
Satisfaction that WHBC provides a home that is well-maintained |
77% |
65% | ↓ |
Maintaining building safety
|
TSM question |
1st quarter (Apr-June) |
2nd quarter (July-Sept) |
|
|---|---|---|---|
|
Satisfaction that WHBC provides a home that is safe |
80% |
82% | ↑ |
Respectful and helpful engagement
| TSM question |
1st quarter (Apr-June) |
2nd quarter (July-Sept) |
|
|---|---|---|---|
|
Satisfaction that WHBC listens to your views and acts upon them |
63% |
63% | ⇔ |
|
Satisfaction that WHBC keeps you informed about things that matter to you |
73% |
75% | ↑ |
|
To what extent do you agree or disagree with the following? “WHBC treats me fairly and with respect.” |
81% |
81% | ⇔ |
Effective handling of complaints
|
TSM question |
1st quarter (Apr-June) |
2nd quarter (July-Sept) |
|
|---|---|---|---|
|
Have you made a complaint to WHBC in the last 12 months? |
22% |
23% | ↑ |
|
*How satisfied or dissatisfied are you with WHBC’s approach to complaints handling? |
28% |
34% | ↑ |
Responsible neighbourhood management
|
TSM question |
1st quarter (Apr-June) |
2nd quarter (July-Sept) |
|
|---|---|---|---|
|
How satisfied or dissatisfied are you that WHBC keeps communal areas clean and well-maintained? |
67% |
60% | ↓ |
|
How satisfied or dissatisfied are you that WHBC makes a positive contribution to your neighbourhood? |
70% |
67% | ↓ |
|
How satisfied or dissatisfied are you with WHBC’s approach to handling anti-social behaviour? |
67% |
65% | ↓ |
*This is the proportion of respondents who said they had made a complaint in the previous 12 months and are satisfied with our approach to complaints handling.