TSM results for homeowners

Safety 

Homeowners feeling their home is safe, is a key priority for us and this is the biggest area of satisfaction at 58.9%, a two percent increase on last year. 

We continue to invest in building safety and compliance programmes, alongside ongoing maintenance and improvement works. We’re also strengthening how we communicate about safety, so residents feel informed and reassured about the work we’re doing to improve safety. 

Treating residents with respect 

A total of 57.5% homeowners feel we treat them fairly and with respect. This is positive and shows the focus our teams place on professionalism and understanding individual circumstances. This has also improved by 3% compared to last year. 

Every Southern Housing colleague has completed our customer services learning programme over the last year. We continue to build on this by reinforcing expectations around clear communication, accountability and respectful interactions. 

Day to Day Services 

While overall satisfaction is lower for homeowners, some individual service areas are performing better, especially where we communicate clearly and engage directly with residents. 

We’ve made progress by: 

• Improving oversight of building and estate services 
• Strengthening coordination between teams involved in repairs and maintenance 
• Increasing focus on resolving issues rather than passing between teams. 

This helps us provide a more consistent and joined-up service for our homeowners. 

Our Service Promise 

Feedback from homeowners about their most recent contact shows that many feel they’re treated with respect and our colleagues are willing to help. 

We’re building on this by: 

• Strengthening ownership of queries and issues 
• Improving coordination across teams 
• Focusing on resolving issues more effectively at the first point of contact. 

Communication and transparency 

Feedback shows that communication remains one of the biggest challenges for homeowners, particularly around service charges, building works and day‑to‑day updates. 

Residents tell us they want: 

• Clear, timely information 
• Greater transparency around decisions and costs 
• Fewer delays and less need to chase for updates.

We’re improving this by: 

• Making service charge information clearer and easier to understand 
• Providing more proactive updates on repairs, works and services 
• Strengthening how teams communicate so residents receive consistent information. 

Service charges and value for money 

Service charges are one of the most frequently raised concerns and a key driver of dissatisfaction. We know homeowners want to understand: 

• What they’re paying for 
• How costs are calculated 
• That services represent value for money. 

We’re taking action by: 

• Improving the clarity and transparency of service charge breakdowns 
• Strengthening oversight of contracts and costs 
• Improving how we communicate changes and decisions. 

Complaints 

Satisfaction with complaints handling remains one of our lowest scoring areas at 18.0%, and improving this is a key priority for us. 

Residents tell us they want: 

• Faster responses 
• Clearer communication 
• Confidence that their complaint has been understood and resolved. 

We’ re taking action by: 

• Strengthening training and coaching for both complaints and operational teams 
• Improving how complaints are tracked, managed and quality‑checked 
• Increasing accountability for resolving issues, not just responding to them 
• Working with residents through our Complaints Panel to improve communication and approach 

We have also continued to improve timeliness, with most complaints now acknowledged and responded to within target timescales.