Executive Summary

The Tenant Satisfaction Survey results for 2024-25 demonstrate significant improvements across nearly all key performance measures compared with 2023-24. Overall satisfaction with SHOUT TMO increased from 67% to 81.8%. Repairs, a historically weaker area, saw dramatic improvements, with satisfaction rising from around 50–56% in 2023-24 to 92.9% in 2024-25. Fair treatment reached a perfect 100%, showing tenants feel respected and valued.

Areas requiring continued focus include complaint handling, anti-social behaviour (ASB) management, and communal area maintenance. Although improvements were noted, satisfaction levels remain lower compared to other categories, and the small response base in these areas means results should be interpreted with caution.

The introduction of a broader mixed-method survey (postal, SMS, face-to-face, and online) in 2024-25 likely contributed to the higher response quality and improved satisfaction ratings.

Comparison Table

Conclusion

The comparison of Tenant Satisfaction Survey results between 2023-24 and 2024-25 reveals strong progress made by SHOUT TMO in addressing tenant needs, particularly in repairs, communication, and fair treatment. The positive trends highlight the organisation’s commitment to service quality and tenant wellbeing.

Moving forward, SHOUT TMO should sustain these improvements while prioritising complaint handling, ASB management, and communal area services. Continuous monitoring and engagement will be essential to maintain momentum and further strengthen tenant trust and satisfaction.