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Tenant Annual Report 2026

Tenant Satisfaction Measures

Each year we ask residents for feedback through our Tenant Satisfaction Measures (TSMs) survey. The results help us understand what we are doing well, where we need to improve and how we can deliver better services.

In 2025/26, we completed the full TSM survey, covering areas such as overall satisfaction, repairs, safety, complaints, communication and communal areas. The results are helping us improve our services, shape priorities and better understand what matters most to residents.

Alongside the survey, we held local conversations and other engagement activities to gather more feedback and hear from a wider range of residents.

Download the full report (PDF)

How we collected your feedback

Between June 2025 and March 2026, all residents living in affordable rented homes were invited to take part in our annual TSM survey.

  • 1,350 households invited
  • 446 responses received

Over the year, we surveyed 1,350 households out of a possible 1,400 households. The 50 properties not surveyed were either empty properties during the time of survey, or new residents that had held their tenancy for under six months on the day the survey was issued. The 1,350 households is a sample size of 96% with a response rate of 33%.

We surveyed residents using a wide range of methods to suit their preferences, including telephone, internet (sent via email and SMS) and post.

  • 309

    309

    Responses by internet

  • 93

    93

    Responses by telephone

  • 44

    44

    Responses by post

Why your feedback matters

TSMs help us understand what we are doing well, where we need to improve and how we can deliver better services for residents. We will continue to use this feedback to shape our priorities and report on our progress each year.

Tenant Satisfaction Measures 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 1 April 2025 to 31 March 2026.

12 tenant perception measures

  • 88.6%

    satisfied with the overall service provided (last year 86.7%, +1.9%)

  • 90.8%

    satisfied with the overall repairs service over the last 12 months (last year 89.1%, +1.7%)

  • 87.2%

    satisfied with the time taken to complete their most recent repair (last year 89.1%, no change)

  • 89.9%

    satisfied that their home is well maintained (last year 87.6%)

  • 91.0%

    satisfied that their home is safe (last year 87.9%, +3.1%)

  • 79.0%

    satisfied that we listen to their views and act upon them (last year 73.3%, +5.7%)

  • 82.1%

    satisfied that we keep them informed about things that matter to them (last year 81.4%, +0.7%)

  • 87.2%

    agree that we treat them fairly and with respect (last year 86.8%, +0.4%)

  • 53.3%

    satisfied with our approach to complaints handling (last year 58.9%, -5.6%)

  • 74.3%

    satisfied that we keep communal areas clean and well maintained (last year 70.1%, +4.2%)

  • 75.4%

    satisfied that we make a positive contribution to neighbourhoods (last year 71.4%, +4.0%)

  • 63.7%

    satisfied with our approach to handling anti-social behaviour (last year 67.6%, -3.9%)

10 performance measures

100% of homes requiring the following safety checks received them:

  • Gas safety checks
  • Fire risk assessments
  • Asbestos management surveys
  • Legionella risk assessments
  • Communal passenger lift safety
  • 91.7%

    91.7%

    of our homes had emergency repairs completed within our 24-hour target

  • 92.2%

    92.2%

    of our homes had non-emergency responsive repairs completed within target timescales

  • 99.1%

    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 windows

  • 38.6

    38.6

    cases of anti-social behaviour were opened per 1,000 homes

  • 2.7

    2.7

    cases of anti-social behaviour involved hate crime per 1,000 homes

Additional information we gather

The following measures are not required by the regulator, but we gather information on them to help us better understand what residents think of our customer service and value for money.

  • 89%

    89%

    of residents were satisfied that we are easy to deal with

  • 83%

    83%

    of residents say their rent is value for money

  • 63%

    63%

    of residents say their charges were value for money

Residents’ voices

We read and respond to 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.

I think we are very pleased with how Cornerstone dealt with us and the property, issues were dealt with and they were very understanding.

Our boiler experienced an issue and the repair was completed within a single day, which was highly satisfactory.

Cornerstone have always provided an impeccable service. Staff are always polite and courteous. When it comes to repairs or other issues the workmen are very professional, knowledgeable and helpful. The reception staff are always polite, to the point and help very well to have problems addressed. A big thank you to Cornerstone.

I think overall Cornerstone is a good landlord to have. Support is there if there are financial difficulties and lots of signposted support through the newsletters.

Always able to get in touch, and if there is problem, it’s always been resolved.

Perhaps if you had been quicker to reply, or if your initial response had been clearer, then we wouldn’t still have water damage.

If you have a plan of doing something in our area, don’t just say it to keep us happy. Do it.

I think when reporting repairs the team try their best to rectify where they can but I do think that there is room for improvement in reducing damage to properties by investing in fixing issues properly rather than quick repairs. This isn’t a criticism of the team and probably more a financial and time restraint issue.

Over the last year and a half I’ve taken numerous days off work for your workmen… this is totally unacceptable.

You said, we did

We read and learn from every survey and comment we receive throughout the year. This includes feedback from our Big Plan, Tenant Satisfaction Measures, and complaints. We listen and act on the things you say and what we need to do differently.

Communication, standard of service and contractors

During the 2025 to 2026 period, communication, standard of service and contractors was the most frequently reported theme in complaints.

What we have done

  • In January 2025, we recruited a new Tenancy Sustainment Officer to provide additional support and engagement to connect people in their communities.
  • We created the Community Safety Lead role in October 2025, which leads on all anti-social behaviour cases as well as working with the police and other services to tackle anti-social behaviour in our communities. In 2025 we achieved 3 closure orders in different areas to tackle ongoing issues.
  • We have implemented an anti-social behaviour module within our housing management system which allows us to track cases more easily and come to resolutions.
  • In April 2025, three new supervisor roles were introduced, each dedicated to Improvements, Responsive Repairs, or Voids. This has provided leadership in every area and contributed to the increased number of repairs completed. We also established a dedicated Repairs Customer Service team that now works closely with our schedulers to book repairs more efficiently and streamline the overall process.

Community presence

Residents told us they’d like to see Cornerstone have a greater presence in the community, and we’re listening.

What we have done

We launched twice yearly estate inspections across all our estates from March 2026, where residents can join us for a walkaround alongside other local support services. These walkabouts will help us identify issues, share updates, and work together to make our communities an even better place to live. We will be doing other estate walkabouts on our other estates as well and will let residents know when we will be in the area.

Noticeboards in communal areas

You said you wanted more information in your communal areas.

What we have done

  • We put up brand new noticeboards across our communal areas. These boards are designed to help everyone stay informed and to make it easier to keep our shared spaces safe, clean and welcoming.
  • Each noticeboard, where needed, includes a cleaning record which is updated regularly by our contractors so you can see when the area was last cleaned. This helps us maintain high standards and ensures transparency around the upkeep of our buildings.

We hope these new noticeboards make it easier for everyone to stay informed and help us work together to maintain a safe and pleasant environment for all.