Tenants see year on year gains in safety, repairs and communication
We are celebrating three consecutive years of exceptional tenant satisfaction measures – proof that listening to customers and acting on feedback delivers real results.
Since the introduction of Tenant Satisfaction Measures (TSMs) by the Regulator of Social Housing (RSH), We have commissioned CX Feedback and independent research company Pexel to conduct over 1,000 customer surveys annually, providing valuable insights into what matters most to tenants and how services are performing.
The latest results for 2025-26 show how we are continuing to deliver excellent outcomes for customers. Overall satisfaction remains high at 90.26%, reflecting the organisation’s commitment to providing safe, well-maintained homes and responsive services. Satisfaction with repairs has risen to 89.1%, and the time taken to complete repairs improved to 89.23%, marking three consecutive years of progress. Tenants’ sense of safety at home is also strong, with 91.12% feeling secure – a significant increase from the previous year. Other areas, such as keeping tenants informed and maintaining homes, show steady improvement, demonstrating our focus on listening to feedback and acting on it.
We attribute our success to several initiatives. The InsightXchange programme gives tenants a stronger voice in shaping services, while improvements to the My Livin app make it easier to access support and manage repairs. By aligning regulatory perception measures with day-to-day transactional customer satisfaction feedback, we ensure changes are made quickly and effectively. These innovations, supported by a corporate service improvement and transformation plan, have driven real and meaningful enhancements in the customer experience.
Alan Boddy, Chief Executive said: “These results are testament to the hard work and dedication of our teams across Livin and Livin Works, and reflect the trust our tenants place in us. Delivering safe, well-maintained homes and excellent services is at the heart of everything we do. We are continuously transforming our systems and processes to deliver the best possible outcomes for tenants, and we’re delighted to see this work reflected in our satisfaction results. But we won’t stop here – we’ll keep listening, learning, and improving to ensure we continue to provide the best possible homes and services to our tenants and residents.”
Mark Appleby, tenant and InsightXchange member, said: “Livin has really raised the bar. It’s not just about repairs being done quickly – which they are – but about the whole service. From keeping us informed to making sure our homes are safe and well maintained, you can see the effort they put in. I feel listened to, and it’s clear our feedback matters because things have improved year on year. It makes a big difference knowing we’re part of a community where the landlord genuinely cares.”
More about our tenant satisfaction measure is available here >Tenant Satisfaction Measures 2025/26
Pictured: Top to bottom, left to right, staircase: Kieran Carlisle (Multi- skilled Operative), Morgan Brown (Gas Operative), Jenna Stephenson (Housing Services Adviser),Hallie Smith (Housing Apprentice), Lorraine Lord (Rent Adviser), Rebecca Rutherford (Housing Adviser), Harrison Scott (Customer Service Adviser), Ellie Dunn (Customer Services Adviser).
Back row, left to right: Helen Johnson (Livin Futures Manager), Iain Campbell (Joiner), Chris Moore (Maintenance Technician), Elisha Ornsby (Customer Voice Adviser), Ellie Redhead (Building Surveyor Apprentice), Alan Boddy (Chief Executive), Connor Blackett (Senior Repairs and Maintenance Surveyor), Mark Appleby (Livin Tenant and InsightXchange Member), Keith Lloyd (Livin Household Member and InsightXchange Member), David Roberts (Stock Condition Surveyor), David Forrest (Housing Adviser), Louise Greaves (Money Support Adviser), Penny Denoon (Repairs and Maintenance Surveyor).