We’re pleased to share our 2025/26 Tenant Satisfaction Measures results.
Tenant Satisfaction Measures, often called TSMs, are one of the ways we listen to customers and understand how we’re doing. They help us see what is working well, where we need to improve, and how customers feel about their homes and the services they receive.
Every year, organisations that provide or manage social housing ask customers the same set of questions about important areas such as repairs, home safety, communication, complaints and neighbourhoods. This helps customers see how their landlord is performing and helps organisations like STAR focus on the things that matter most.
At STAR, customer feedback is really important to us. It helps shape our services, improve how we work and make sure we are focusing on the right areas.
What customers told us
This year’s results show that many customers continue to feel positive about STAR and the services they receive.
Overall, 84.1% of customers said they are satisfied with STAR’s service.
Customers also told us:
- 88.5% are satisfied that their home is safe
- 85.0% are satisfied that their home is well maintained
- 82.9% are satisfied with our repairs service
- 80.8% are satisfied with the time taken to complete their most recent repair
- 77.6% are satisfied that STAR listens to views and acts on them
- 80.3% are satisfied that STAR keeps customers informed about things that matter to them
- 87.7% agree that STAR treats customers fairly and with respect
- 82.7% are satisfied that communal areas are kept clean and well maintained
- 81.0% are satisfied that STAR makes a positive contribution to their neighbourhood
- 70.1% are satisfied with STAR’s approach to handling anti-social behaviour
These results are encouraging and show that many customers are satisfied with their homes, our services and how we support them.
We’re pleased with this feedback, but we also know there is more to do.
How STAR compares
The results also show how STAR compares with other similar housing organisations.
STAR’s results are in the top quartile across all 12 tenant perception measures when compared with our peer group of councils and ALMOs managing fewer than 15,000 homes outside London.
Against England, STAR is in the top quartile on 11 out of 12 tenant perception measures. The only area below the England top-quartile level is complaints handling, although this is still above the England median.
This is positive, but we know that comparisons only tell part of the story. What matters most is how customers experience our services day to day. That is why we will continue to listen, learn and act on what customers tell us.
Councillor James Owen, Shropshire Council’s Portfolio Holder for Housing, said:
“What matters most to me, and to this administration, is that residents receive the quality services they expect, despite the financial challenges facing the Council. These results, based on feedback from STAR tenants, show that while there is still always more to do, many areas of the service are performing to a very high standard.
“I’d like to thank every member of STAR staff, contractors and partner organisations for their hard work and commitment, which have made these results possible.”
Harpreet Rayet, Managing Director of STAR Housing, said:
“These results are really encouraging and show that many customers are satisfied with their homes and the services they receive. Thank you to everyone who took the time to share their feedback.
“While we’re pleased to see strong results across many areas, we know there is always more to do. Customer feedback helps shape our priorities, and we remain committed to listening, learning and making improvements in the areas that matter most to our customers.”
Repairs, safety and complaints
As well as asking customers about their experience, STAR also reports performance information about key services.
In 2025/26:
- 88.7% of non-emergency repairs were completed within target
- 99.6% of emergency repairs were completed within target
- 100% of required gas, fire, asbestos, legionella and lift safety checks were completed
- 99.5% of Stage 1 complaints were responded to within timescale
- 97.1% of Stage 2 complaints were responded to within timescale
These results show strong performance in important service areas, especially safety and emergency repairs.
However, we know that performance figures do not always tell the full story. Some customers have told us they want better updates, clearer communication and a smoother experience when repairs need follow-up work. This is why repairs remain a key focus for us.
We are reviewing the repairs process so we can reduce avoidable delays and improve the quality and consistency of completed work. We will also be clearer about what customers can expect from the repairs service, including expected timescales, what should happen if an appointment is missed, and what happens if work cannot be completed first time.
For more complex or non-routine repairs, we also want to improve the way we follow up with customers. This means checking whether the issue has been resolved and identifying repeat problems earlier, rather than waiting for customers to contact us again.
What has changed since last year
Some results have improved compared with last year, which is encouraging.
Customers told us they are more satisfied with how communal areas are kept clean and well maintained. More customers also said they feel STAR listens to their views and acts on them, and that they are treated fairly and with respect.
We have also seen a small improvement in satisfaction with complaints handling, although we know this is still an area where customers want to see more progress.
There are also areas where satisfaction has reduced slightly, including repairs, the time taken to complete repairs and how we handle anti-social behaviour.
These changes help us understand where we need to keep focusing our attention.
Keeping customers better informed
One of the key messages from both this year’s and last year’s Tenant Satisfaction Measures is that communication matters to customers.
Following feedback from last year’s TSMs, we made communication a key focus of this year’s Big Check In. This gave us the opportunity to speak directly with customers about how they want to hear from us, what information they need and where we can improve. We have also used learning from complaints to help us understand where communication can be clearer and more consistent.
Customers have told us they want to know what is happening, what the next steps are and when they can expect an update, especially when something takes longer to resolve. In response, we are continuing to improve the way we communicate by providing clearer information, setting expectations from the start and keeping customers updated throughout their journey.
We know there is more to do, and our TSM action plan includes further work to strengthen communication and make sure customers feel informed, listened to and supported. We’ll continue to update customers on the changes we make and the improvements we deliver in response to their feedback.
Damp and mould
We know how important it is that damp and mould cases are dealt with properly and consistently.
We will continue to strengthen the way these cases are managed from start to finish, including reporting, inspection, communication, work needed and follow-up. We will also use the information we hold to help identify repeat or unresolved issues, so we can focus on longer-term solutions.
Communal areas and neighbourhoods
Customers also gave feedback about communal areas and neighbourhoods.
Satisfaction with communal areas has improved, which is positive, but we want to keep building on this. We will make information clearer for customers about communal areas, who is responsible for what, and how to report issues.
We will also use customer feedback to help decide where estate walkabouts and local visibility work are most needed. When customers raise concerns, we want to do more to show what has been done in response.
Complaints and learning from feedback
Complaint handling remains our lowest satisfaction score, even though our result compares well with similar organisations.
We know that when something goes wrong, customers need the complaints process to feel clear, fair and responsive. We will keep reviewing how complaints are handled and use feedback to understand recurring issues and improve services.
We also want customers to see how their feedback is making a difference. We will continue to improve how we share “You said, we did” updates, so customers can see what has changed because of the views they have shared.
What we are doing next
The results show many positives, but customers have also told us where we need to do better.
We have developed an action plan based on this feedback and are already making changes to improve services. Customer feedback is helping shape our priorities, and the improvements we make will continue to be guided by what customers tell us matters most.
Customers told us they wanted better communication, clearer information and a smoother experience when contacting us. In response, we have launched a new website and Tenant Portal, making it easier to find information, complete online forms and access housing services. We are also continuing to review how customers contact us and receive support, helping make services easier to access and understand.
Feedback has also highlighted the importance of providing a consistent service when dealing with repairs, damp and mould, and concerns about communal areas. As a result, we are strengthening our processes, improving communication with customers throughout their journey and reviewing how information is shared so customers know what to expect and when.
We are also using feedback from complaints, surveys and customer involvement activities, including The Big Check In, to identify opportunities for service improvement and measure the impact of the changes we make.
We know improvements do not happen overnight, but we are committed to listening to customers, acting on their feedback and regularly reviewing our progress to make sure the changes we make are improving the customer experience.
View our TSM information
If you would like to read more, our dedicated TSM page includes the latest results, previous reports and information about how customer feedback helps shape services.
Visit: STAR Housing Tenant Satisfaction Measures
Thank you
Thank you to everyone who shared feedback.
Your views help us understand what we’re doing well and where we need to improve. They also help us make better decisions about the services we provide.
We will continue to listen to customers, learn from feedback and focus on the areas that matter most to you.
