At Freebridge Community Housing, we are committed to listening to your feedback and continuously improving our services. Here, you can find out how we're performing based on what you've said about our services and what we're doing to make improvements.
In 2020, the government released the Social Housing White Paper, which set out ways for landlords in England to improve their services and make sure tenants’ voices are heard.
As a result, Tenant Satisfaction Measures (TSMs) were introduced. These are a set of standards that help assess how well landlords are doing. Since April 2023, it has been a legal requirement for landlords to report their TSMs to the Regulator of Social Housing.
We are measured against these standards to ensure we are open and transparent about our performance.
TSMs include 22 key measures, split into two groups:
This page shows the results from our 2024/25 survey, along with how our team is working to improve the areas you highlighted.
By sharing your honest feedback anonymously, you help us focus on what matters most to you—like keeping homes in good condition, treating you with respect, and taking care of your community, your input is essential in helping us improve our services for everyone.
Thank you to the 653 tenants who gave us feedback.
This year's results can be seen down the right-hand side of the page.
You can take a look at last year's results (2023 - 2024) here.
How do we collect feedback from tenants?
We work with an independent company called TLF to make sure all feedback is collected fairly. Everyone has an equal chance to take part—we don’t target specific groups or leave anyone out.
To keep things transparent, our approach to Tenant Satisfaction Measures (TSMs) has been checked by an independent audit, which gave it a ‘substantial assurance’ rating.
Click here to see all the questions TLF asked our tenants.
How many Freebridge customers did we speak to?
A total of 653 surveys were completed, split across two rounds in August 2024 and February 2025.
We made sure to hear from a diverse range of tenants so that the feedback truly reflects the experiences of all our customers.
Click here to see the full breakdown of who TLF spoke to.
What are we comparing our results to?
This is our third year of tracking Tenant Satisfaction Measures (TSMs). 2023/24 was the first time we officially reported TSM data, while in 2022/23 we ran an initial survey in using the 12 customer perception questions to see how we measured up.
By comparing this year’s (2024/25) results to last year’s, we can see where we’re improving and identify the areas that need more focus.
How are we performing?
Overall satisfaction increased by 6.1 percentage points, from 59.8% in 2023/24 to 66.0% in 2024/25:
Where do we need to make improvements?
Satisfaction with the landlord’s approach to complaints handling decreased slightly. The percentage of tenants who were satisfied with the complaints handling dropped from 31.9% in 2023/24 to 28.5% in 2024/25.
Satisfaction with the landlord’s approach to handling anti-social behaviour saw a small decrease. The satisfaction rate went from 59.1% in 2023/24 to 58.0% in 2024/25.
Satisfaction with the time taken to complete repairs also saw a decrease. The satisfaction rate dropped from 65.9% in 2023/24 to 63.9% in 2024/25.
We’re working to improve across all the areas measured by TSMs, but we are particularly focusing on those where we saw a decrease in the scores we recorded in 2022/23.
The main areas we’re looking to improve are:
Repairs Service and Response Times: Repairs are a major driver of dissatisfaction. Tenants report long wait times, lack of communication, and unfulfilled promises.
Complaint Handling: The complaint-handling score is below average compared to other providers. Residents feel complaints are not addressed effectively, and communication is lacking.
Communication & Engagement: Tenants want clearer updates on repairs, complaints, and general housing services. Poor communication is a recurring issue, especially regarding updates on reported issues.
Neighbourhood Management and ASB Response: Dissatisfaction with how anti-social behaviour (ASB) cases are handled. Communal area maintenance needs improvement.
Listening and Acting on Tenant Feedback: There is a strong link between overall satisfaction and whether tenants feel their concerns are taken seriously. The perception that Freebridge does not always follow through on promises.
How do Freebridge compare to other landlords?
Every landlord should be publishing their results on their website.
If you are thinking of moving to another landlord, including through a mutual exchange, you should be able to request information about how they carried out their surveys, their results and their plans to improve.
This will be the first year that all landlords have provided their results, and everyone is collecting their surveys differently.
We take customer feedback very seriously and are always looking to make things better. By reporting when things haven't gone as expected, you've helped us make improvements to our services.
We conduct regular surveys to gather your feedback and use this information to shape our services. You can read the results of our latest surveys and assessments on our website.
As part of the Housing Ombudsman's complaint handling code, all housing associations and councils are expected to complete regular assessments of their current complaints policy and procedure. We are committed to improving our complaint handling processes and ensuring that your voices are heard.
You can read our reports on the findings of our assessments and our Housing Ombudsman Self-Assessment forms on our feedback page.
Our Customer Voice groups play an active role in helping to shape our services. These groups monitor our performance against the commitments outlined in our Customer Charter and key performance indicators set by the Housing Ombudsman. They also review Stage 2 complaints and provide recommendations for improvement directly to the Heads of Service.
By incorporating our customer insights and maintaining transparent feedback loops, we are able to develop our complaint handling approach in line with tenant needs and expectations.
We are committed to being transparent and accountable to our residents. Our Board regularly reviews our performance. We also provide regular updates on our performance through various communication channels, including our tenant magazine, Streets Ahead and a dedicated section of our website here.
Your thoughts and experiences are crucial in helping us enhance our services. Whether you have a compliment, suggestion, or complaint, we want to hear from you. Your input allows us to understand what we're doing well and identify areas for improvement.
Please visit our feedback page to share your views and help us continue to grow and improve.