We are pleased to share our Tenant Satisfaction Measures (TSMs) for 2025/26. These measures were introduced by the Regulator of Social Housing and include 22 ways to assess the quality of services we provide to residents.
The TSMs help Plymouth Community Homes (PCH) to:
- Understand residents and their experiences
- See where we are doing well
- Identify where we need to improve
We use these results alongside performance data to decide where change is needed, take action, and track our progress. The Customer Focus Committee reviews this regularly to ensure improvements continue and remain focused on what matters most to residents.
How does the survey work?
Telephone surveys were conducted with over 1,000 participants from various demographics between 7 June 2026 and 3 March 2026. To ensure the survey was representative of all tenants, we:
- Completed representative checks
- Worked with Acuity Research & Practice Ltd, an accredited organisation providing research services in the social housing sector
So, how did we perform?
Overall satisfaction remains high. 82% of residents said they are satisfied with the service provided by their landlord. Below are some of the areas where we performed well.
Tenant Satisfaction
- 85% are satisfied that PCH keeps them informed about things that matter
Compliance
- 100% of Fire Risk Assessments completed
- 100% of Lift Safety Checks completed
- 99.97% of Asbestos Management surveys completed
- 99.91% of Gas Safety Checks completed
- 99.85% of Legionella Risk Assessments completed
Complaints
- 99% of Stage 1 complaints were responded to on time
- 92% of Stage 2 complaints were responded to on time
Neighbourhoods
- 80% are satisfied that PCH makes a positive contribution to the neighbourhood
- 86.7% agree that their landlord treats them fairly and with respect
- 75% are satisfied that their landlord keeps communal areas clean and maintained
- A 12% reduction in anti-social behaviour cases compared to last year
In summary
In summary, service delivery is strong, with strong compliance across safety checks and high levels of on-time complaint handling. PCH is positively viewed across neighbourhoods, and communication is a key strength. Overall satisfaction remains high, placing us at a strong benchmark.
Areas for improvement
We have identified the following areas as priorities. Improving these is a key focus for PCH.
Repairs
We are improving our repairs service by using data to plan work more effectively and ensure operatives are fully prepared before visits. In response, we are:
- Managing appointments more reliably
- Focusing on fixing issues right the first time
This will mean faster repairs, fewer repeat visits, more appointments kept as scheduled, and clearer communication if anything changes.
Complaints
Residents said that when things go wrong, they want to feel listened to have clear communication, and know who is handling their complaint. In response, we are:
- Making complaints easier to raise
- Assigning a named contact
This will mean clearer updates, a single point of contact where possible, and visible service improvements.
Anti-social behaviour
Residents want confidence that anti-social behaviour concerns are taken seriously, with clear information on what will happen and a consistent approach. In response, we are:
- Improving reporting
- Standardising responses
- Strengthening communication
- Working closely with communities and partners
This will mean clearer expectations, more consistent responses, and earlier intervention.
Read the full report
We publish our TSMs quarterly on our website so residents can hold us to account.To read the full Tenant Satisfaction Measures report, click here.
