Tenant Satisfaction Measures: a look back at the year

Red upward arrow on a graph indicating rapid growth or increasing trend over time. Somerset Council recently released its latest Tenant Satisfaction Measures (TSM) results for May 2025, and there was a lot to celebrate.

Let’s take a look at how things have changed since the last survey in November 2024, and what this means for you as a tenant.

👍 Where we’ve improved

Complaints handling: This saw the biggest jump – up from just 34% in November to 50% in May. That’s a 16-point improvement, showing that we’re taking your feedback seriously and working hard to do better.
Well maintained homes: Satisfaction rose from 76% to 81%, meaning more tenants feel their homes are being kept in good condition.
Repairs: Both satisfaction with repairs in the last 12 months and the time taken to complete them increased to 81% and 80% respectively (up from 78% each).
Fair and respectful treatment: This improved from 77% to 83%, suggesting more tenants feel they’re being treated with dignity and respect.
Communal areas: This improved from 66% to 76% and we believe the improvement is a result of the new cleaning contract that was put in place following tenant feedback.
Neighbourhood contribution: This improved from 67% to 78%, suggesting more tenants feel we are offering more to their communities.

📉 Where satisfaction dropped

Overall satisfaction: This dipped slightly from 78% in November to 74% in May.

In May 2025 overall satisfaction decreased 4%, from 78% in November 2024. Despite this, many of the satisfaction levels are now at the highest they have been since these surveys began. Satisfaction is the same as it was this time last year.

Approach to Anti-Social Behaviour (ASB): Fell from 61% to 56%.

We’re working towards improving our processes to gain better outcomes, which will improve satisfaction.

🏡 What’s still going well

Safe homes: Still a top performer – up slightly from 82% to 85%.
Being kept informed: Held steady at 76%, showing consistent communication.
Respectful engagement: Continues to be strong, with 83% of tenants feeling they’re treated fairly.

🗣️ What this means for you

While overall satisfaction has dipped slightly, the improvements in key areas like complaints handling, repairs, and respectful treatment show that your voices are being heard. There’s still work to do but progress is being made.

We’re committed to using your feedback to shape better services – and these results are a clear sign of that ongoing effort.