Tenant Satisfaction Measures (TSMs) help us and the Regulator of Social Housing to see how well we are performing.
They are also a way for residents to understand how we perform on things that matter to them and to hold us accountable.
There are 22 measures covering areas like repairs, safety and complaints.
- 12 Tenant perception measures: These show satisfaction with our services
- 10 performance measures: These measures are based on our performance
Below are the results for the year 1st April 2024 to 31st March 2025.
86.7%
of Residents were satisfied with their overall service
National Average 79%
+7.7%
88.2%
of Residents were satisfied with repairs
National Average 79.6%
+8.6%
89.1%
of Residents were satisfied with the time taken to complete their most recent repair
National Average 76.3%
+12.8%
87.6%
of Residents were satisfied that their home is well maintained
National Average 78.1%
+9.1%
87.9%
of Residents were satisfied that their home is safe
National Average 83.6%
+4.3%
73.3%
of Residents were satisfied that we listen to residents views and acted upon them
National Average 70%
+3.3%
81.4%
of Residents were satisfied that we keep them informed about things what matter to them
National Average 78.8%
+2.6%
86.8%
of Residents were in agreement that we treat them fairly and with respect
National Average 84.1%
+2.7%
58.9%
of Residents were satisfied with our approach to handling complaints
National Average 42.8%
+16.1%
70.1%
of Residents were satisfied that we keep communal areas clean and well maintained
National Average 73.3%
-3.2%
71.4%
of Residents were satisfied that we make a positive contribution to neighbourhoods
National Average 72.7%
-1.3%
64%
of Residents were satisfied with our approach on handling anti-social behaviour
National Average 67.6%
-3.6%
86%
of Residents were satisfied that we are easy to deal with
83%
of Residents say their rent is value for money
63%
of Residents say their charges were value for money
We read and acknowledge every comment received when you submit your Tenant Satisfaction Survey.
Your feedback helps us keep our services on track and ensures we’re listening to the needs of our residents.
As I got my help with the damp in my house and it hopefully won’t come back again. The service is very prompt if I ever ring up and friendly staff
** is rude he forgets that we are the tenants and pay to live in a house that is suitable to live in and if something needs repairing it should be repaired not question and then denied
When we view the place, the housing officer is very polite and the staff in the office when we are doing the paperwork are polite as well
House is great any repairs done quickly very polite staff when you contact them. The rent went up considerably in April which has been tough for my financial situation. That said, new, long awaited, windows were installed last month which is great!
Great to see some improvements to the area, interior and exterior decorating has made quite a difference. Still some issues with the rubbish being strewn around by overcrowded bin stores.
The garden service provided is not of the standard as when it was done by Cornerstones own team.
It’s taken two years to get anywhere with my noise complaint
Cornerstone helped us when we had nowhere else to go and gave us stability after coming from a no-fault eviction and sky-high private rent prices. It’s a lovely house, garden and garage, and the local team are very prompt and cheerful, so helpful with my wife’s disability needs, and always carry out excellent repair work when asked. It’s also lovely to not be banned from having our cat live with us.
Paying monthly for garden maintenance and it’s not very good
99.1%
of our homes meet the decent home standard
We are working to get all homes meeting decent homes standards by completing surveys of all homes and improving things like kitchens and windows92.6%
of our properties had emergency repairs completed within our 24-hour target
83.3%
of our properties had non-emergency responsive repairs completed within target timescales
Anti-social Behaviour Measures
59.3 cases
of anti-social behaviour were opened per 1,000 homes
2.1 cases
of anti-social behaviour involved hate crime per 1,000 homes