Tenant Satisfaction Measures 2025/2026

Tenant Satisfaction Measures’ (TSM) are a way for tenants to understand how we perform against key service areas.

The Tenant Satisfaction Measures were introduced by the Regulator of Social Housing in April 2023 and are aimed at helping improve standards for people living in social housing.

The measures form part of a new system for enabling tenants to see how well their landlord performs and hold them accountable.

There are 22 measures covering areas like repairs, safety and complaints.

Quarter 2 | Jul – Sep 2025

  • 84%

    of Residents were satisfied with their overall service

  • 81%

    of Residents were satisfied with repairs

  • 79%

    of Residents were satisfied with the time taken to complete their most recent repair

  • 86%

    of Residents were satisfied that their home is well maintained

  • 89%

    of Residents were satisfied that their home is safe

  • 74%

    of Residents were satisfied that we listen to residents views and acted upon them

  • 75%

    of Residents were satisfied that we keep them informed about things what matter to them

  • 82%

    of Residents were in agreement that we treat them fairly and with respect

  • 51%

    of Residents were satisfied with our approach to handling complaints

  • 74%

    of Residents were satisfied that we keep communal areas clean and well maintained

  • 63%

    of Residents were satisfied that we make a positive contribution to neighbourhoods

  • 60%

    of Residents were satisfied with our approach on handling anti-social behaviour

  • 85%

    of Residents were satisfied that we are easy to deal with

  • 83%

    of Residents say their rent is value for money

  • 40%

    of Residents say their charges were value for money

You Said We Did
Sofa dumped in a bin store, causing issues for months We were unable to identify the owner of the sofa, so we arranged for contractors to remove it. If you notice any fly tipping please report it to your local council as soon as possible.
Gardening service is letting the estate down We are currently reviewing the gardening service and engaging with various contractors to ensure we receive the best value for money.
Resident commented that our service was not as good as it used to be. Upon speaking with the resident, they provided a list of issues within the property, including guttering, extractor fan, and a ceiling leak. We forwarded the list to our repairs department, who scheduled all the necessary work to be completed.
Resident commented that bins are left out on the road, rubbish in the street, and bad parking We provided the resident with contact details for their local councillor, as the affected areas are outside Cornerstone’s land and we have no jurisdiction over the public highway. Additionally, we included an article in the next resident newsletter reminding tenants to bring bins in on non-collection days.

Quarter 1 | Apr – Jun 2025

  • 97%

    of Residents were satisfied with their overall service

  • 98%

    of Residents were satisfied with repairs

  • 95%

    of Residents were satisfied with the time taken to complete their most recent repair

  • 92%

    of Residents were satisfied that their home is well maintained

  • 93%

    of Residents were satisfied that their home is safe

  • 88%

    of Residents were satisfied that we listen to residents views and acted upon them

  • 93%

    of Residents were satisfied that we keep them informed about things what matter to them

  • 93%

    of Residents were in agreement that we treat them fairly and with respect

  • 73%

    of Residents were satisfied with our approach to handling complaints

  • 76%

    of Residents were satisfied that we keep communal areas clean and well maintained

  • 74%

    of Residents were satisfied that we make a positive contribution to neighbourhoods

  • 69%

    of Residents were satisfied with our approach on handling anti-social behaviour

  • 96%

    of Residents were satisfied that we are easy to deal with

  • 93%

    of Residents say their rent is value for money

  • 64%

    of Residents say their charges were value for money

You Said We Did

You would like more of a Cornerstone presence on the estate and to be able to speak to staff more regularly.

Cornerstone is committed to staying visible on the estate and creating regular opportunities for residents to connect with our team. We hosted a community day at Summerway in September and, in early 2026 we will share our schedule for estate inspections and community events.
Page last updated: 2nd December 2025