Tenant Satisfaction Measures (TSMs)
Understanding how our customers feel about the services we provide.
How we’re Listening and Improving
At L&G, we’re committed to delivering safe, well-maintained homes and excellent customer service. Each year, we take part in the national Tenant Satisfaction Measures (TSM) survey, introduced by the Regulator of Social Housing (RSH), to understand how our residents feel about the services we provide.
The 12 tenant perception results were captured through customers completing surveys. Thank you to the 792 of you that took part. This year, 84% of those taking part completed the survey over the telephone and 16% completed it on-line. A random sampling approach was used to make sure customers had an equal and fair chance of being invited to take part.
What are Tenant Satisfaction Measures?
TSMs are a set of 26 indicators that help show how well landlords are performing. These include:
- 12 tenant perception measures – based on what residents tell us about their experiences.
- 14 performance measures – based on data we collect about repairs, safety checks, complaints, and more.
We’ve submitted our 2024/25 performance results to the Regulator of Social Housing, as required by 30 June each year. Below, you’ll find a summary of how we’ve performed overall.
We’ve also shared this information with our Customer Voice Panel, who will continue to receive regular updates on our Tenant Satisfaction Measures (TSMs) throughout the financial year.
Our 2024/25 Results
We collected data for two of our Registered Providers which owned over 1,000 homes as at 31 March 2025. These were:
- Legal & General Affordable Homes Limited – which owns both rented and shared ownership homes.
- Legal & General Affordable Homes (AR) LLP – which owns rented homes only.
If you’re unsure which landlord owns your home and would like more information, please get in touch. We’re happy to help and talk it through with you.
How we Collect Feedback
We work with a company called IFF Research who contact customers on our behalf and ask for feedback across the 12 customer metrics over the phone. IFF Research use a random sampling approach to make sure customers have an equal and fair chance of being invited to take part. Here is a copy of the survey script which IFF Research used:
You might be contacted again by IFF Research this year for our 2025/26 customer feedback survey. If you are, we’d really appreciate you taking a few minutes to share your views.
Looking Ahead
We’re committed to continuous improvement. Monthly reviews and deeper analysis will help us stay on track and respond quickly to your concerns.
Thank you for your feedback – it helps us build better services and stronger communities.