Weaver Vale Housing Trust (WVHT) has secured its highest customer satisfaction levels yet, according to its latest Tenant Satisfaction Measures (TSMs) for 2025/26.
The results come at a time when the housing sector is adapting to tighter consumer regulation and increased scrutiny from the Regulator of Social Housing, with TSM’s playing a central role in assessing landlord performance and accountability to tenants.
Overall satisfaction with services has increased to 88%, rising from 84% in 2024/25 – marking the housing association’s strongest result to date and reflecting its continued focus on delivering quality homes, places, and services for people.
Other key highlights from the TSMs show:
- 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
Through an independent research company, WVHT collects customer feedback using tenant perception surveys that are carried out twice a year, gathering information across 22 measures.
The improvements in scores relating to listening to tenants and neighbourhood contribution reflect a wider shift as landlords across the sector face growing expectations to demonstrate meaningful tenant engagement, stronger local visibility, and clear evidence that customer feedback is shaping services.
In response to the evolving regulatory environment, WVHT has continued strengthening its approach to service delivery through investment in homes and neighbourhoods, increased use of customer insight and performance data, and more direct engagement with tenants.
Improved communication channels, including the launch of a new website, have made it easier for customers to access information and engage with services. Regular neighbourhood walkabouts also enable colleagues to hear directly from tenants and use feedback to inform local decision-making and service improvements.
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.”
For more information about how WVHT is performing against key measures and the full overview of its TSMs results for 2025/26, visit https://www.wvht.co.uk/performance.