BCHA are pleased to share our 2025 – 2026 results of our Tenant Satisfaction Measures (TSM) Surveys.
Tenant Satisfaction Measures (TSMs) are part of the Consumer Standards, set by the Regulator of Social Housing for customers of a UK housing association. They are designed to ensure that tenants receive high-quality services and have a safe, decent place to live.
To ensure we are effectively collecting our customer's honest feedback, BCHA work with Acquity, an independent research and consultancy company. Acquity reach out to customers on behalf of BCHA, ensuring transparency and accuracy with the results. BCHA and Acquity offer no incentive for completing the survey.
We are pleased to see that, almost totally, our results have improved in comparison to the previous results from 2024 – 2025. Some highlights include:
- A reduction in anti-social behaviour (ASB), alongside an increase in how satisfied our customers were with how we approach ASB.
- 80.2% of customers were satisfied with the time it took to complete their most recent repair – an increase of 6.6% vs last year.
- 78.9% of customers were satisfied that BCHA make a positive contribution to their neighbourhood.
BCHA are committed to continuously improving our services and offering to our customers. You can read the most recent report, as well as previous reports, of our Tenant Satisfaction Measures here: Tenant Satisfaction Measures | BCHA
If you have any questions, queries or feedback you can reach out to our Customer Services team at [email protected], or by giving us a call on 01202 410 500.
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