Weaver Vale Housing Trust (WVHT) has secured its highest customer satisfaction levels yet, following the release of TSM data for 2025/26. Overall satisfaction with services has increased to 88%, rising from 84% in 2024/25 – marking the housing association’s strongest result to date.
A number of regulatory changes across the social housing sector has meant TSMs are particularly telling of how providers are grappling with current responsibilities. Since the implementation of Awaab’s Law, eyes have been focused on tenant satisfaction rates to understand how the sudden increase in responsibility is impacting provider services. The Law will expand once again in October 2026, and bring further hazards under the strict timeframes imposed by phase one of the law that came into effect last year.
TSMs for WVHT included a number of positive responses from residents, including:
- 91% were satisfied that WVHT treats customers fairly and with respect, up from 90% in 2024/25
- 81% were satisfied that WVHT listens to customers’ views and acts on them, rising from 77%
- 89% were satisfied with how WVHT keeps customers informed about its services, increasing from 86%
- 84% were satisfied that WVHT makes a positive contribution to neighbourhoods, significantly jumping from 74%
- 88% were satisfied that their homes were safe, continuing to rise from 86% last year
READ MORE: The “Missing Middle” in Britain’s Housing System
Wayne Gales, Chief Executive of Weaver Vale Housing Trust, said:
“We’re very pleased to have achieved our strongest TSM results to date, particularly in areas linked to customer engagement and neighbourhoods, which continue to be a key focus for the sector and the Regulator of Social Housing.
“These results reflect the hard work and commitment of colleagues across the organisation, and the progress we’ve made in strengthening how we engage with customers and communities.
“While these results are encouraging, we know there is always more to do. We’ll continue to listen, use feedback to shape and improve services, and deliver the high-quality homes our tenants expect and deserve.”
WVHT collects data relating to tenant satisfaction through a participation survey collected twice per year. They credit their strong performance to diverse modes of communication with residents, improved data-led thinking and regular walkabouts which put housing officers face to face with residents.
Housing Executive: Future Foundations will feature a number of panels discussing how providers can engage with and improve services for residents across a number of areas, including social value, Awaab’s Law and communications.
