Performance

Performance Reports

We are committed to the delivery of first class housing services that continually improve and meet our customers’ needs and aspirations.

We aim to provide high-quality housing in clean and safe communities, so that we can help our communities live, grow and thrive, together.

We measure performance across different areas of our business, and publish a report on these each quarter.

Tenant Satisfaction Measures

The Regulator of Social Housing (RSH) sets out their expectations of all Registered Providers (RPs) in the Regulatory Standards. The Transparency, Influence and Accountability Standard require all RPs to collect and report annually on their performance through the Tenant Satisfaction Measures (TSMs).

The TSMs enable the RSH to monitor how social housing landlords in England are performing in their duties of providing good quality homes and services, while also enabling tenants to hold their landlords to account. They provide visibility and transparency of how landlords are performing across a total of 22 measures; including 10 operational measures (management information) and 12 tenant perception measures.

Since April 2023, Salix Homes has been collecting valuable feedback from customers across key areas of our business through the TSMs. This includes overall satisfaction with the landlord, repairs, ASB, complaints and communication.

We have used this information to help improve the quality of service we offer our customers, for example, by reviewing and improving repairs response times; strengthening our approach to ASB by focusing on clear and consistent communication with customers and accurate case recording to better manage expectations throughout cases; and introducing transactional surveys across five high-rise blocks to gather real-time feedback on caretaking, cleaning, and gardening services in communal areas, enabling us to monitor performance and respond more effectively to residents’ feedback.

Summary of Approach

To collect the tenant perception measures, we conducted a total of 666 telephone surveys with a representative cross section of customers between April 2025 to March 2026. These surveys are carried out by Kwest Research on behalf of Salix Homes, following the requirements and guidance set by the Regulator.

In line with the TSM regulations, no weighting has been applied to generate our perception measures scores, and no customers were excluded due to exceptional circumstances. No incentives were offered to those taking part in the survey.

A copy of the survey questions can be accessed here.

We believe this approach has enabled us to accurately fulfil the requirements of the TSM guidance and to produce reliable perception measure results for the past three years. It also provides the opportunity to identify and respond to issues throughout the year, allowing us to take appropriate action when necessary.

All responses where customers expressed dissatisfaction were followed up on, to determine whether any outstanding actions were required in relation to the issues raised.

Summary of Representativeness

When collecting the tenant perception measures, we have used a ‘sample approach’ – where a random sample of customers are invited to participate in the survey. Our sampling method is designed to reflect the diversity of our customer base. We ensure the sample is proportionate and high-level demographic data is selected, with the sample generated to reflect the ‘representativeness’ of our customers across the following areas:

• Age
• Gender
• Ethnicity
• Disability
• Neighbourhood
• Customer Type

Our assessment of representativeness can be accessed here.

Next Steps

Our full year of TSM results have been submitted to the RSH. For 2026/27, we will continue to collect the TSMs monthly, including the new requirement to report on electrical safety through valid EICRs, and publish our results on a quarterly basis.

We will also continue working with our customer groups to review the TSMs to make sure that they are clear and accessible and that customers understand what the TSMs are telling them about the services we provide.

If you are keen to know more about the TSMs, you can find out more through the Regulator of Social Housing Guide.