TSM Customer Satisfaction Survey Results

79.9% Overall customer satisfaction increased

85.1% Agreement that the landlord treats tenants fairly and with respect

76.5% Satisfaction of repairs

86% Satisfaction that homes are safe

Other notable areas include:

82% Residents are satisfied with the quality of their home.

100% Complaints were responded to within Complaint Handling Code timescales.

78% Feel that repairs are carried out promptly and efficiently.

75% Happy with the way anti-social behaviour (ASB) is managed.

Your feedback guides our focus for the coming year, and we are committed to making further improvements where you've told us it matters most.

We have taken this feedback and during 2025/26 we have introduced a new ‘urgent’ code for repairs, reducing the time you need to wait when a job might not be an emergency but needs looking at quickly.
We have also increased the amount of communication we send for jobs, including when there is additional work required after the main repair is completed.

For more information about our TSM results, you can contact our customer services team.

South Lakes Housing
Bridge Mills Business Centre
Stramongate
Kendal
United Kingdom
LA9 4BD

Welcome from our new Chief Executive

2 TSM Customer Satisfaction Survey results