The Tenant Satisfaction Measures (TSMs) have been introduced by the Regulator of Social Housing in England to measure how well landlords are meeting the needs of their tenants and leaseholders.
The measures are designed to help us understand our areas of strength and weakness so that we may be held to account by our customers and improve our service delivery.
TSMs cover five key areas:
- property repairs
- building safety
- respectful and helpful engagement
- effective handling of complaints
- responsible neighbourhood management.
Overall, there are 22 measures, 12 of these come directly from customer surveys, whilst 10 come from management information data.
Thrive has reported against the draft Tenant Satisfaction Measures (TSMs) since Q4 2021/22 – ahead of them becoming a regulatory requirement in April 2023, which means that we are now benefiting from three years of comparable data.
Throughout the year, our independent market research agency interviews around 100 customers a month, enabling us to gather real-time insights into customer experience. By using this data alongside key performance indicators, we can identify customer priorities and guide how we allocate our budget to create service improvements that are of the greatest value to our customers.
In 2024/25, we gathered a total of 1,447 survey responses, which is broken down into two groups:
- 1,303 low-cost rented accommodation (LCRA)
- 144, low-cost homeowners (LCHO).
No incentives were used to encourage survey completion. You can find out more about how we collect and analyse our data below.
We have continued to see improvements how satisfied customers are with our services, as we ended the year with Customer Satisfaction (combined) rising to 71.9% up from 69.7% the previous year and above the UK Customer Satisfaction Index (CSI) public sector.
| 2023/24 | 2024/25 | |
| Low cost rented accommodation (LCRA) | 73.0% | 74.8% |
| Low cost homeowners (LCHO) | 49.5% | 52.8% |
It’s great to we’re moving in the right direction and we continue to look for ways to improve.
Acting on customer feedback, this year we have:
- Improved our reporting and monitoring of actions for customers to ensure timely completions.
- Centralised our complaints team to ensure consistency in the way complaints are handled.
- Completed a procurement exercise for new cleaning and grounds maintenance contractors, with new contracts going live on 1 April 2025.
Key learnings from this year’s results
- Overall satisfaction has improved for both renters (+1.8%) and shared owners (+2.1%)
- Low cost rented accommodation saw improvements across 11 out of 12 measures, with the only decline related to ‘clean and well-maintained communal areas’ (TP10) due to the underperformance of our cleaning and grounds maintenance contracts.
- Whilst overall satisfaction for low cost homeowners has improved, there was a decrease in all other areas compared to the previous year. Despite this, results remained within the Regulator’s median ranges (when compared against 2023/24 results). A key focus for next year is to delve deeper into this data and better understand how we can improve.
- Repairs: we are continuing to progress with our Repairs Recovery Plan, with a focus on improving the time it takes to complete a repair including follow on work, and how we communicate about appointments.
- Cleaning and grounds maintenance services: we will monitor and assess the performance of our new contracts on a regular basis inviting customers to get involved as block representatives.
- Do what we say we will: by continuing to improve on how we report, complete and monitor actions for customers in a timely manner.
- Gain a better understanding of our shared owners and leaseholders: based on their feedback, we will be undertaking a Thrive Customer Voice activity in Q1 2025/26 so that we can improve our services for this customer group by focusing on what matters to them most.
Results
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Overall Satisfaction
Taking everything into account 74.8% of tenants said they were satisfied with the service provided by Thrive Homes.
Keeping properties in good repair
Satisfaction with repairs
75% of customers are satisfied with the overall repairs service from Thrive Homes over the last 12 months.
Repair timescales
71.2% are satisfied with the time taken to complete their most recent repair after they reported it.
Well maintained home
71.9% of customers are satisfied that Thrive provides a home that is well maintained.
Decent Homes Standard
0.1% of our homes do not meet the Decent Homes Standard.
Emergency repairs
99.7% of emergency repairs were completed within target timescales (24 hours).
Non-emergency repairs
73.1% of non-emergency responsive repairs completed in target timescales - routine (20) and planned (60) working days.
Maintaining Building Safety
Building safety
79% of customers are satisfied Thrive provides a home that is safe.
Gas safety
99.8% of gas safety checks have been carried out in homes that require them.
Fire safety
100% of fire safety checks have been carried out in homes that require them.
Asbestos safety
100% of asbestos safety checks have been carried out in homes that require them.
Water safety
100% of water safety checks have been carried out in homes that require them.
Respectful and helpful engagement
Listens and acts
61.9% of customers are satisfied that Thrive listens to their views and acts on them.
Keeps me informed
74.4% of customers are satisfied that Thrive keeps them informed about things that matter to them.
Treats me with respect
81.2% of customers agree that “Thrive Homes treats me fairly and with respect”.
Effective handling of complaints
Complaint handling
38.4% of customers who have made a complaint are satisfied with Thrive's approach to complaints handling.
Stage 1 complaints
Thrive received 134.0 stage 1 complaints per 1,000 homes.
Stage 2 complaints
Thrive Homes received 39.0 Stage 2 complaints per 1,000 homes.
Stage 1 response times
77.8% of Stage 1 complaints were responded to within timescales.
Stage 2 response times
64.4% of Stage 2 complaints were responded to within timescales.
Whilst overall complaint management and satisfaction has improved, timescale compliance has decreased from 95% to 77.9% for stage 1 and 95% to 64.4% for stage 2 complaints compared to 2023/24. This was due to a misinterpretation of the Code and reporting issues relating to the time taken to acknowledge a complaint. Once this issue was identified, we quickly enhanced our recording and monitoring systems, with changes reviewed and approved by external auditors.
Full details of our complaint management performance will be published in our Annual Complaints Performance Report, in September 2025.
Responsible neighbourhood management
Communal areas
58.8% of customers living in a building with a communal area were satisfied that Thrive keeps these areas clean and well-maintained.
Contribution to neighbourhoods
64.9% of customers are satisfied that Thrive makes a positive contribution to their neighbourhood.
Handling anti-social behaviour
62.5% of customers are satisfied with Thrive's approach to handling anti-social behaviour.
Number of anti-social behaviour cases
Thrive opened 15.2 anti-social behaviour cases per 1,000 homes.
Number of hate crime cases
Thrive opened 0.6 anti-social behaviour cases that involved hate crime per 1,000 homes.
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Overall Satisfaction
Taking everything into account 54.9% of shared owners said they were satisfied with the service provided by Thrive Homes.
Maintaining building safety
Building safety
68.1% of customers are satisfied that the condition of the building they live in is safe and well maintained by Thrive Homes.
Gas safety
99.8% of gas safety checks have been carried out in homes that require them.
Fire safety
100% of fire safety checks have been carried out in homes that require them.
Asbestos safety
100% of asbestos safety checks have been carried out in homes that require them.
Water safety
100% of water safety checks have been carried out in homes that require them.
Lift safety
100% of lift safety checks have been carried out in blocks that require them.
Respectful and helpful engagement
Listens and acts
Keeps me informed
57.3% of customers are satisfied that Thrive keeps them informed about things that matter to them.
Treats me with respect
67.7% of customers agree that “Thrive Homes treats me fairly and with respect”.
Effective handling of complaints
Complaint handling
38.4% of customers who have made a complaint are satisfied with Thrive's approach to complaints handling.
Stage 1 complaints
Thrive received 81.8 Stage 1 complaints per 1,000 homes.
Stage 2 complaints
Thrive received 25.3 Stage 2 complaints per 1,000 homes.
Stage 1 response times
76.4% of Stage 1 complaints were responded to within timescales.
Stage 2 response times
81.2% of Stage 2 complaints were responded to within timescales.
Responsible neighbourhood management
Communal areas
37.2% of customers with a communal area were satisfied that Thrive keeps these areas clean and well-maintained.
Contribution to neighbourhoods
40.9% of customers are satisfied that Thrive makes a positive contribution to their neighbourhood.
Handling anti-social behaviour
34.3% of customers are satisfied with Thrive's approach to handling anti-social behaviour.
Number of anti-social behaviour cases
Thrive opened 15.2 anti-social behaviour cases per 1,000 homes.
Number of hate crime cases
Thrive opened 0.6 anti-social behaviour cases involving hate crime per 1,000 homes.