Tenant Satisfaction Measures (TSMs) are more than statistics. They reflect how people experience Stonewater every day, in their homes, their neighbourhoods, and their interactions with us.
They show us where we’re getting it right, and where we need to do better.
We are listening carefully to what customers are telling us and being open about how that feedback shapes our work. Across Stonewater, teams are focused on improving the services that matter most to customers, from repairs and safety, to communication, complaints and neighbourhood management.
Below, you can explore the key themes that customers care most about, hear directly from colleagues and residents, and see how your feedback is shaping action.
Our focus areas
Repairs
Getting repairs right is one of the clearest ways we can improve people’s day-to-day experience of their homes.
Customers have told us they want faster, clearer updates - and that’s exactly what we’re working on.
We’re improving coordination with our contractors, increasing communication through customer liaison officers, and updating our systems so you always know what’s happening and when.
Safety and home quality
Customers want to feel confident that their homes are safe, well maintained and looked after properly.
Across Stonewater, teams carry out regular checks, inspections and compliance work to make sure homes meet required standards. This includes everything from building safety and gas checks to longer-term investment in the quality of homes.
Alongside the technical work, there is a strong focus on explaining what we are doing and why, so customers feel informed and reassured, not left in the dark.
Listening and communication
Good communication sits at the heart of trust.
Customers have told us they want to be kept informed, listened to, and to understand the reasons behind decisions that affect their homes and communities. Feedback comes to us in many ways, through surveys, complaints, conversations and customer panels.
That insight is used to shape services, highlight what is working well, and identify where improvements are needed. This focus area brings together how we listen, how we respond, and how we keep customers updated.
Click here to learn more about how we're using your feedback
Complaints
When something goes wrong, customers want it to be taken seriously and put right.
Complaints provide important insight into where services fall short and where processes can be improved. Teams across Stonewater work to investigate issues, explain outcomes clearly, and apply learning so similar problems can be avoided in future.
This focus area highlights how complaints are handled, how learning is shared, and how feedback contributes to service improvement.
Neighbourhoods
Customers have told us they want to feel proud of where they live.
Looking after neighbourhoods means maintaining shared spaces, managing communal areas, and supporting safe, well cared-for environments. Teams work closely with contractors, local partners and residents to address issues and keep neighbourhoods looking and feeling cared for.
This focus area explores the everyday work that helps neighbourhoods function well and feel like places people belong.
Click here to learn more about how we're managing our estates.
Anti-social behaviour
Anti-social behaviour can have a serious impact on how people feel in their homes and communities.
Stonewater teams work with customers, local authorities and partner organisations to prevent issues where possible and provide support when problems arise. This includes early intervention, clear communication, and making sure customers know how to report concerns and access help.
This focus area explains how we approach ASB and the support available to customers.
The Tenant Satisfaction Measures (TSMs) were created by the Regulator of Social Housing to assess how well social housing landlords, like us, are doing at providing good quality homes and services. The measures cover areas that matter to you, including repairs, complaints, and anti-social behaviour.
There are 22 tenant satisfaction measures, 12 of which come from our customers' answers to our perception survey and 10 from information we collect on our performance.
Each of the TSMs fits into one of these five key themes:
- RP - Keeping properties in good repair
- BS - Maintaining building safety
- Respectful and helpful engagement
- Effective handling of complaints
- NM - Responsible neighbourhood management
On this page, we’ll highlight some of the measures our customers have told us that they care about the most.
Find out how we are also investing in our homes and communities for a better future.
2025 full TSM results
See the full Tenant Satisfaction Measures results broken down by region, tenure and subsidiary organisation.
Download1.64 MBHow are we doing?
The graphs in this section highlight some of the key results of our TSM surveys. You can read the full Tenant Satisfaction Measures results here.
You can also find out more about how Stonewater is reinvesting in properties, communities and services here.
On the graphs below, the y-axis (the vertical line) doesn't go up to 100%, instead it is the nearest 'ten' number. Please keep this in mind when reading the graphs, we've done this to make the results clearer, and easier to compare.
TP01 - Percentage of customers satisfied with the overall service provided by Stonewater
This score shows how our customers feel about Stonewater overall. While this has increased slightly since last year for both customers who rent their homes and customers who own their homes, we're looking at ways to improve this score so we can be confident that our customers are happy with our services and can thrive in their homes and communities.
This includes trying a new localised approach to housing management, simplifying some of our processes for the services that matter the most to you, getting better at keeping you up to date when you report issues to us, and improving the systems we use to deliver our services so we can get things right for you first time.
We're working with our customers to make improvements all the time, and you can help. Check out our engagement opportunities and also learn how we are reinvesting in our communities.
TP02 - Percentage of customers satisfied with the overall repairs service (rental only)
We know it's really important that we're there for you when you need something fixed in your home.
We've worked with the customers on our Scrutiny Panel to improve how we communicate with you when you report a repair. We've also updated our repairs handbook to make it easier for you to use.
We have a team of Strategic Partnership Managers who work closely with each of our contracting partners to make sure the service that we deliver to you is working for you. We've worked with our contracting partners to hire Customer Liaison Officers who can help resolve issues if you have them.
TP06 - Percentage of customers satisfied that Stonewater listens to their views and acts upon them
As a Stonewater customer, you should feel like you have a say in how we deliver your services and support your community. We're glad to see this score increase compared to last year for both rented customers and homeowners, but there's more that we need to do to make sure you feel heard.
Customers tell us time and again that good communication is the most important thing, whether you're reporting ASB, calling to ask us a question or just suggesting ways in which we can make something better. You want to be kept up to date and understand the reasons behind our decisions.
We use all your feedback to help us to make decisions, including completing surveys, making a complaint, or joining one of our customer panels
TP07 - Percentage of customers satisfied that Stonewater keeps them informed about things that matter to them
We want it to be really easy for you to find the information you need. If you're reading this, you're already on our website - the best place for you to find the information you need, but we know sometimes you have complicated or ongoing queries, and you want to be able to call or email us and get support and updates. Our customer service team is available six days a week and we've increased the size of the team to make sure we can answer your queries quickly.
This year, we're looking at ways of improving the systems we use internally so we can offer information in the ways that work for you. We've simplified things like our annual rent and service charge statements to ensure that you're clear on what you need to pay and where you can go for more support. We've translated some of our key documents into ten additional languages and accessible formats, and you can request this for any document you need.
We keep our website and Customer hubb up to date with the information you need and send a quarterly customer newsletter with useful news and updates.
TP09 - Percentage of customers satisfied with Stonewater's approach to complaints handling
We know when something goes wrong, all you want is for us to put it right. Our complaints team works really hard to investigate where things go wrong, and work with the teams that can help to put it right.
We've updated our complaints policy and guidance so you understand how our complaints process works and where you can go if you need more help.
We regularly implement improvements to our ways of working and we report on this to our customers quarterly on the Customer hubb.
We also work very closely with our Customer Complaints Learning Panel to review complaints responses and implement changes based on their feedback.
TP10 - Percentage of customers satisfied that Stonewater keeps communal areas clean, and well maintained
You've told us you want to be proud of where you live, both inside your home and around your community which is why your communal areas being clean, tidy and well maintained is so important.
We've been working with our existing and new estate services contracting partners to improve the level of service we provide for our customers around the country.
We've also updated our estate services guide so you can understand what you pay for, and created new tools so you can see when we're due to visit your area and help you to report if things haven't been done.
We've also worked with our Scrutiny Panel to review our grounds maintenance service and make recommendations on how we can improve.
Understanding the TSMs
How did you get this information?
We work with a company called TLF to collect survey results from our customers. Over the financial year (April 2024 to March 2025) they surveyed more than 3,300 Stonewater customers. Surveys were completed over the phone, online or on paper.
Where can I find more information on Stonewater's performance?
We share our performance with you in lots of ways throughout the year, including through our quarterly customer commitments reports, complaints performance reports and annual review for customers.
If you want to read all the latest customer news, visit the Customer hubb.
How can I help Stonewater improve its services?
If you’re passionate about your community and want to help Stonewater to listen to customer views and make positive changes, why not join one of our customer groups?
Where can I get more information?
The full list of tenant satisfaction measures and requirements from the Regulator can be found on this dedicated Government webpage.
You can also learn more about how we're investing in our homes, customers and communities.
Statement of approach and customer survey
These documents show you the questions we asked customers and how we approached the survey. You can read them below.
What will we do with what we've learned?
We look at these results together with other performance information to get a picture of where we can learn from our success, and where we need to focus on improving.
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