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Overall tenant satisfaction in England has dropped below 70% for the first time in five years. But our data shows investment to improve services will start to be reflected in scores after around 18 months.
The steady decline in overall service satisfaction is stark. From 85.1% in 2018/19, the satisfaction rate has consistently dropped, reaching 69.4% in 2023/24 – a decrease of more than 15 percentage points, as the sector starts a new era of consumer regulation.
Our year-end report includes data on all 22 TSMs and highlights how far the sector must go to move the needle in overall satisfaction and complaint handling.
Our report also highlights that tenants need to feel heard and respected for trust to be rebuilt and perception scores to improve. Key to this is proactively handling complaints and landlords are grasping the opportunity to identify trends and service issues.
For more in-depth analysis, contact us to receive our exclusive report on TSMs. Simply complete our online form and our team will be in touch.
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