Local affordable homes

Our tenant satisfaction measure results for 2024/25

Thank you to all 630 customers who took part in our 2024/25 satisfaction surveys! This was an opportunity for you to tell us how satisfied you are with our services and the way we communicate with you.

The survey questions are part of the Tenant Satisfaction Measures ('TSMs') introduced by the Regulator of Social Housing in 2023. Alongside operational data gathered from 10 service areas, these measures help assess how well we are doing at providing our customers with quality homes and services and where there is room for improvement.

We’re pleased with our provisional results! They show an annual increase in customer satisfaction in 11 out of 12 measures across repairs and safety, neighbourhood management, listening to tenants and handling complaints.

Overall satisfaction with our services is rated at 87%, placing us in the top 10 per cent of a group of 179 landlords.

We were also pleased to see that satisfaction with our handling of complaints increased 9% this year. This is a significant improvement and is most likely a response to changes in our complaints handling process. In particular, the introduction of a further ‘satisfaction check’ before we formally close a complaint, along with the roll out of case manager training for all staff involved in managing complaints, have contributed to more positive outcomes. These changes reflect our commitment to putting things right when they've gone wrong and providing an outcome that satisfies our customers.

Our latest results show that we are providing good quality services to our customers, but we know there are some areas for improvement. During 2025/26, we will continue to work hard to deliver high levels of customer satisfaction with our services.

We've shared our full TSM results on our website. The housing regulator will publish results from all housing associations in the autumn, so you can compare our performance to other social housing landlords.

Next survey dates

Your participation in these surveys is hugely valued and important in helping us understand what we’re doing well and where we can do better.

Our next quarterly survey begins in late August/early September and is carried out by market research company Acuity on our behalf. If you are one of the customers contacted to take part, we’d really appreciate your honest feedback.

What number to look out for?
If you receive a call from Acuity the number displayed will be 01225 535021.

When might I be called? 

Acuity make calls between 9am and 8pm, Monday to Friday, and between 10am and 6pm on Saturday.

If you have any questions about these surveys, please contact Sarah Bridges on 01225 715614.

Other ways to give feedback 

Alongside our quarterly surveys, thousands of customers also provide feedback every year through our Rant & Rave SMS/email surveys which are sent automatically to customers who have had a repair or other interaction with us. These are quick to complete, so please do share your honest feedback. It really does matter to us.

CCTV installed to boost safety on Westleigh estate 

Selwood Housing in partnership with Wiltshire Council Warminster Area Board, Warminster Town Council and Wiltshire Police, has installed new CCTV cameras on Warminster’s Westleigh Estate following concerns from residents about antisocial behaviour and safety. The project is part of Selwood Housing’s Priority Neighbourhoods Project, which focuses on improving communities in need of support.

Despite an initial setback due to vandalism, the cameras were successfully reinstalled with extra security measures in place. Since then, residents have reported feeling safer and are seeing a drop in antisocial behaviour. Find out more in the full article on our website, including video interviews with the project team and Westleigh residents.

The priority neighbourhoods project continues this year in Trowbridge, with a focus on creating lasting positive change. 

If you're considering installing your own CCTV camera or smart doorbell at home, you are welcome to install these as long as they are used responsibly and with consideration for your neighbours' privacy. The exception to this is flat doors as these are fire doors. If you are unsure whether you have a fire door, please contact customer support.

Please also make sure your cameras are used in line with the law. You can find out more about this on the Information Commissioner’s Office website. Click the button below to visit our website and find out more about CCTV and smart doorbells in your home.

Keeping cool this summer

As temperatures rise, it’s important to keep your home comfortable and safe during the warmer months. Whether you're looking to stay cool during a heatwave or just want to beat the everyday summer heat, we’ve put together some simple tips to help you keep your home cooler – without driving up your energy bills.

• Open your windows overnight and early in the morning to let fresh, cool air inside. Then, keep your windows and curtains closed during the hottest part of the day to block out the sun and keep the warm air outside.

• Try placing a bowl of ice in front of a fan to help cool the air as it blows. While fans don’t use a lot of energy, they can still affect your energy bills, so use them wisely. Another tip is to position a box fan facing out of an open window in the evening—this helps push hot air outside instead of just moving it around the room.

• If you’re using a fan, close the doors to unused rooms during the day. This way, the cool air stays where you need it most. In the evening, open doors to let the air flow freely and prevent stuffiness.

• A simple trick to cool your home without a fan is hanging a damp sheet or towel in front of an open window. As warm air passes through the damp fabric, it cools down before entering your home.

• If you have a garden, try cooking outside to keep your home cooler, or consider using a slow cooker or air fryer. While they do produce a little heat, it is very minimal compared to an oven or a hob. They won't raise the temperature of the room, and they are energy efficient.

Read this 'beat the heat' article to find more advice on how to keep you and your house cool over the summer, as well as information for those who are particularly vulnerable to the heat. 

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