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Set by the Regulator of Social Housing, TSMs are a set of measures that all registered social housing providers must publish annually. They are designed to help customers understand how we're doing.

The results show that while we’ve made progress, customers are not always feeling the benefit of these improvements in their day‑to‑day experience. Customers told us our priorities should continue to be improving repairs, communications, complaints and acting on feedback.

AB Karunaratne, A2Dominion’s Interim Chief Customer Officer, said: "Customers have been clear about what matters most to them, and we're listening.

“We've continued to make progress in building safety, investing in our homes and reducing repairs backlogs, while focusing our efforts on the areas customers tell us are most important - repairs, communication, complaints handling and acting on feedback. Those priorities will continue to guide the improvements we make. Getting the basics right, every time, remains our priority."

How did customers rate us?

This year, overall satisfaction with our services was:

• 59.7% for social and affordable rent customers (2024/25: 60.7%)
• 27.6% for shared ownership customers (2024/25: 27.7%)

You can view our TSM results in full here.

What are the TSMs?

TSMs are split into two types:

• Tenant perception measures – based on surveys asking residents about their experiences.
• Management information measures – based on data collected by us (for example repairs, complaints and safety checks).

How do we carry out the surveys?

The surveys are carried out with customers living in low-cost rental homes (social rent and affordable rent) and low-cost home ownership properties (shared ownership). This is in line with the requirements set by the regulator.

An independent research company, The Leadership Factor (TLF), carries out the surveys on our behalf, either by text message, email or telephone.

The results gathered reflect what our customers are telling us about their experience of our homes and services.

View the full results

You can view our TSM results in full here.