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Tenant Satisfaction Measures

April - June 2025/26

About these results

Results

What these results mean

About these results

These satisfaction measures relate to tenants living in our Low Cost Rented Accommodation (LCRA). If you're a shared owner, we publish our results annually due to the number of customers we survey. You can view our latest results for homeowners at: thrivehomes.org.uk/tsm-2024-25

*YTD (Year to Date)  means the time from the start of the financial year (April 1st 2025) to June 2025.
06 09 2023 Thrive 239

Results

74.7% 

of customers are satisfied with the service provided by Thrive. 

74.7%

of customers are satisfied with Thrive’s repairs service. 

68.8%

of customers are satisfied with the time taken to complete a repair. 

73.9%

of customers are satisfied that Thrive provides a home that is well maintained.

77.6%

of customers are satisfied that Thrive provides a home that is safe. 

62.3%

of customers are satisfied that Thrive listens to their views and acts upon them. 

 

 

71.7%

of customers are satisfied that Thrive keeps them informed about things that matter to them. 

81.8%

of customers agree that Thrive treats them fairly and with respect. 

 

38.4%

of customers are satisfied with Thrive’s approach to complaints handling. 

63.1%

of customers are satisfied that Thrive keeps communal areas clean and well-maintained. 

 

 

61.2%

of customers are satisfied that Thrive makes a positive contribution to their neighbourhood. 

 

65.1%

of customers are satisfied with Thrive's approach to handling anti-social behaviour. 

 

 

What the results tell us 

We have analysed the results between April – June 2025, and here is what we found.

What we did well

Overall satisfaction with our services is at 74%. While this is above the performance of many other local public service providers, we continue to work hard to improve our services and ways of working.

Communal area satisfaction has improved since we introduced new cleaning and grounds maintenance contractors in April. As part of these updated contracts, we’ve appointed customer block representatives to help us make sure standards are being met consistently. We’re also using feedback from the Cleaning and Grounds Maintenance survey (June 2025) to track progress and guide improvements.

We think this is having a positive influence on satisfaction with providing a home that is well maintained, which increased by 1.3% compared to October–December 2024.

What we need to improve

We know repairs haven’t been running as smoothly as they should – here’s what we’re doing to improve.

After a rise in satisfaction in April, we’ve recently seen a dip in how happy customers are with our repairs service, especially around how long repairs are taking. One key reason is that our support contractor has had limited availability, which means longer wait times.

We’re already working to bring in an additional contractor to help us catch up. Because we’re a social housing provider, we can’t just hire a local handyman or business – we have to follow a formal tender process to make sure any contractor meets our service standards and legal requirements. This protects you and ensures the quality of work. To help us get this right, we recently surveyed our Thrive Customer Voice members to shape the questions and requirements we’re asking of potential contractors.

We’re also reviewing how we schedule appointments to reduce the number of visits needed and make things more efficient. In addition to this, we’re taking a closer look at how we manage follow-on works (this refers to any further fixing or checks that need to be carried out after the first repair appointment). This is the part of the process where things most often go wrong, so we’re working on ways to keep you better informed and make sure repairs are completed properly.

For the latest updates on our repairs service, visit: thrivehomes.org.uk/repairs-status

Find out how we're listening and acting on your feedback