Our performance

Tenant Satisfaction Measures for 2024/25

In April 2023, the Regulator of Social Housing introduced a new requirement for all social housing landlords, like us, to annually report on a set of measures that show how well we’re doing at providing quality homes and services. These are called Tenant Satisfaction Measures.

They measure our performance by asking for your feedback on 22 areas of our service covering the condition of your home, your repairs service, building safety, complaints, customer engagement, and neighbourhood management. Some of these measures are based on feedback from you - the rest is from data we collect as a business.

It’s important to note that we’ve changed the way we collect your feedback. In 2023/24, 90% of our TSM surveys were conducted online, with the remaining 10% carried out over the telephone.

In 2024/25, we’ve increased the proportion of telephone surveys to 75% to align with the sector, as telephone surveys are the primary method used. This change will have impacted the scores that you see below. We’ll continue to use this method of collecting your feedback in future years to make sure we can make clear and correct comparisons about our performance.

Our results for 2024-2025

From April 2024 - March 2025, we spoke to 2,681 customers, both tenants and shared owners, to get honest feedback on their experience with us. You rated our services, your home and your neighbourhood, giving a clear picture of how we’re doing to meet your expectations and where we need to take action.

Take a look at our results in this short video, or in detail below.

Click here to see a summary of our 2024-25 results

How Tenant Satisfaction Measures work

Why we've introduced Tenant Satisfaction Measures

Every year, we carry out customer surveys to understand your experience (the good and the bad) of living in a Moat home. In April 2023, we changed the questions we ask and how we ask them. We’ve made these changes due to new requirements from the Regulator of Social Housing, an organisation which sets standards for social housing providers and can take action if these aren't met.

The Regulator has introduced a set of measures to see how well social housing landlords are doing to provide quality homes and services. These are called Tenant Satisfaction Measures (TSMs). The measures tell us what questions we should be asking our customers and there are also guidelines on how we should report what we find. 

Which areas of our service we focus on

Like all housing associations, we’ll report on 22 measures across five key areas:

Keeping properties in good repair
Maintaining building safety
Effective handling of complaints
Respectful and helpful engagement
Responsible neighbourhood management

We'll carry out customer satisfaction surveys which focus on these key services and we'll also report data that we record as a business.

You can review the full TSM survey questionnaire here.

How we collect customer feedback

We want you to feel comfortable sharing your feedback, so you're able to be open and honest. That's why we don't speak to you ourselves and choose to work with a company called TLF Research.

The team at TLF Research spoke to 2,681 of our customers over the course of the year – 2,027 of these customers rent their homes from us and 654 are shared owners. 25% of these surveys were done online and 75% over the phone so you can provide your feedback in the format that suits you best.

You can read our full methodology statement here. It gives more detail on the method we used to collect feedback and to make sure that feedback truly represents our customers.

How we select the customers we survey

We spoke to 2,681 of our customers over the course of the year. These customers were randomly selected, regardless of whether they rent, own part of their home, or live in our over 55s schemes. We make sure we speak to a range of customers so that the feedback we receive truly represents all customers, no matter their age, gender, where they live, or the type of home they live in.

The Regulator of Social Housing has asked us not to include feedback from leaseholders or equity loan holders, so we gather and use feedback from these customers in other ways.

What we do with the performance information we collect

Every year, we'll submit our scores to the Regulator of Social Housing and publish our scores for all customers to see. They'll give you a clear picture of how we're performing and the steps we’re taking to provide you with a better customer experience.

The scores are important to us, too. They help us to understand what we're doing well, where we could do better and what matters most to you. We've set up a group of senior Moat members who meet regularly to look at this feedback and make sure we're taking action where it's needed.

If you haven't been contacted but would like to give feedback

We know you’re the expert when it comes to living in your home and community. That’s why your feedback is important to us. Whether you have a few minutes to spare for a quick survey or want to take on a more regular commitment, there’s something for everyone. Click here to find out how you can share your views and influence how we deliver the services you receive.

Our performance

Tenant Satisfaction Measures for 2024/25

Our results for 2024-2025

Your overall satisfaction with our service

Keeping your home in good repair

Maintaining the safety of your building

Responsible neighbourhood management

Respectful and helpful engagement with you

Effective handling of complaints