Local affordable homes

Our tenant satisfaction measure results for 2025/26

Thank you to every customer that’s participated in our quarterly customer satisfaction surveys. We now have our full year results to share with you. 

The surveys, carried out by specialist housing research agency Acuity on our behalf, are part of the tenant satisfaction measures (‘TSMs’) introduced in 2023 by the Regulator of Social Housing. These help assess how well we are doing at providing quality rented homes and services for these customers and show where there is room for improvement. The publication of these results also allows our customers to hold us to account. 

662 customers took part through either a telephone, postal or email survey, from April 2025 to March 2026, to give us feedback about how satisfied they were with our services and how we communicate with them. 

We’re really pleased with this year’s set of results! We’ve retained our overall satisfaction score of 87%. Almost all of our other measures have increased slightly or remained stable.  

As well as customer surveys, our operational performance also contributes to our tenant satisfaction measures. 

You can view our full results on the tenant satisfaction measures page of our website. 

These latest results indicate that we are providing good quality services to our customers, but we know there are some areas where we could improve. For example, as part of the 2025/26 surveys we asked customers for their suggestions on improving complaint handling. Customers most frequently referred to improving communication, including between teams, and listening more.  

Thank you to all our customers who agreed to take part in these surveys and share their views. We’ll continue to work hard to deliver high levels of customer satisfaction with our services, hopefully reflected in maintaining these TSM scores and seeing improvements year on year.  

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 customer support on 01225 715715.

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.

New mobility scooter policy review

Our new mobility scooter policy will set out Selwood Housing’s approach to managing the storage and charging of mobility scooters in communal areas. It applies to all general needs, sheltered and supported housing schemes with communal areas.

Please take a few moments to read the draft version of the new mobility scooter policy before completing our customer survey. Your feedback is vital in helping us improve our services.

Customer scrutiny team reviews

Our customer scrutiny team has recently completed a review of our empty homes (voids) service and received an update on a previous review of our planned programmes service.

The empty homes review looked at how Selwood Housing prepares homes for new customers. The team found that most customers are happy with the condition of their home when they move in and feel well supported by staff. They also identified an opportunity to make the inspection process clearer, helping customers better understand the standards they can expect. Following the review, five recommendations were presented to the Board and all were approved. Progress will be monitored over the next 12 months.

The team also received an update on their earlier review of planned programmes, which focused on how planned improvements, such as kitchens and bathrooms, are prioritised. The seven recommendations from that review have now all been implemented, helping to strengthen the service for customers.

Sandie Smith, chair of the customer scrutiny team, said:

"These reviews are all about listening to customers, understanding what works well and identifying opportunities to improve. We're pleased that all of our recommendations have been accepted and thank the customers and staff who supported us throughout both reviews."

To find out more about these reviews, visit the customer scrutiny team webpage or you can click below to get involved!

Follow us on social media to keep up to date with what's happening