TSM – Tenant Satisfaction Measures

In April 2023, the Regulator of Social Housing introduced changed the way we carry out satisfaction surveys with social housing tenants. The S4B Satisfaction Survey now follows set questions provided by the regulator and Manchester City Council.

The survey is facilitated by Onward Homes’ S4B Housing Management Team with technical support being provided by Onward Homes’ Analytics and Insight Team.  

Here are the results of four key areas of the survey for 2025: 

Overall satisfaction for services provided by S4B
2025 90.09%
2024 89.29%

Overall repairs satisfaction
2025 91.95%
2024 84.06%

Satisfaction that S4B listening and acting upon the views of tenants
2025 81.99%
2024 80.39%

Satisfaction that S4B treated tenants fairly and with respect
2025 88.99%
2024 82.50%


TSM Survey

The 2025 TSM survey was the second conducted by S4B on the new required standardised questions.

  • TP01, overall satisfaction for services provided by S4B was 90.09%
  • TP02, overall repairs satisfaction with those who received repairs in the last 12 months showed that 91.95%
  • TP03 The satisfaction with the time taken to complete the most recent repairs was 91.86%
  • TP04, the satisfaction S4B provides a home that is well maintained was up 90.74% 
  • TP05, tenants’ views of the safety of their home show a high level of satisfaction up to 88.89% 
  • TP06, Satisfaction with S4B listening and acting upon the views of tenants 81.99%
  • TP07 satisfaction with information 82.73%
  • TP08 satisfaction that S4B treated tenants fairly and with respect 88.99% in 2025
  • TP09 satisfaction with S4B approach to complaints 53.33%
  • TP10 satisfaction with communal cleaning and maintenance 80%
  • TP11, Satisfaction with S4Bs neighborhoods management 81.90%
  • Tp12 Satisfied by the S4B approach to anti-social behaviour the 2025 73.66%

The full report is available here S4B Tenant Satisfaction Measures Survey Report 2025.docx

View the 2024 results here 

Summary:

  • Benchmarking to allow the comparison of data provided compares with other social housing provider especially those in the area of Manchester City Council
  • The 2025 Tenants Satisfaction Measures Survey provides some very good areas of satisfaction in S4B services and some areas for improvement. 
  • Overall Satisfaction is exceptionally high and shows that the delivery of local services has reached satisfaction levels of over 90%. 
  • Tenants are happy with communication and feel well informed.  The survey also shows very high satisfaction with information and involvement in Brunswick. 

An action plan has been developed using the results provided and will focus on:

  • Neighbourhood Impact Satisfaction is an area for focused work in 2026 and for communal cleaning services.  
  • A complaints satisfaction has increased but is still a focus for review each quarter will form part of the 2026 action plan. 
  • There are areas for focus under the action plan which will be investigated further on  dissatisfied with ASB, and not feeling their home is safe. More in depth resident scrutiny groups may be needed to explore the more complex issues of repairs satisfaction. Or direct contact with those addresses most dissatisfied to understand concerns, 
  • The Satisfaction Survey 2025 is a good news story and good levels of satisfaction and many positive elements, especially the improvements made but also on the key areas of being listened to and communication 
  • Whilst the S4B Satisfaction Survey only provides a snapshot annually, the information collated helps to inform all parts of the business and will be shared across S4B to allow for continued improvement. 

YOU SAID, WE LISTENED
Using the TSM survey we have created an action plan based on our ethos, ‘You said, we listened’ and the results are as follows:

  1. You said, you would like to see more ASB action communication. We listened. As a result all Customer ASB reports will follow with a survey once a new service is introduced in October 2026
  2. You said, you would like further information on planned tree maintenance and also hedge cutting.  We listened.  We have developed further follow up contacts and will be further enhanced this over the next few months.
  3. You said, you would like to book home appointments and office appointments with team. We listened, and we have specific office times available for all S4B Specialist each week for residents for office appointment or Home appointments are also available wherever required to fit with resident needs.
  4. You said, you would like more Neighbourhood Management on Car Parks to prevent issues. We listened and now have re registered car parks and reporting rogue taxis
  5. You said, S4B managed Communal Areas well but the areas on edge of neighbourhood needed further focus on litter. You complimented our on site caretaking team. We listened and now have S4B Environmental Services Operatives complete programmed litter picks and we are working with partners such as Manchester City Council to ensure the areas on entrances to area are also cleaned. 
  6. You said,  S4B colleagues were doing a good job and named a number of members of the team. We listened and have fed this back to team and individuals to thank them.

A huge thank you to everyone who took the time to complete the survey. The feedback is vital for us at S4B to be able to continue to tailor and improve our services and processes, all for the benefit of customers in Brunswick and the neighbourhood.

S4B and other PFI areas form part of the overall results for Manchester City Council (MCC) 

For more information send a WhatsApp message to 07418 367 396, email info@s4bmanchester.co.uk give us a call 0300 555 0128 or call into the S4B housing office.