In 2025, we completed our full tenant satisfaction survey where a total of 650 households (52%) took part in the survey. Overall satisfaction with the services we provide increased from 78% in 2023 to 83% in 2025.
Tenants’ feelings about the quality of their homes significantly improved to 80%, compared to 61% in the 2023 survey, and the perceived rent value for money was highly regarded with 87% of tenants satisfied. The majority of tenants (87%) are satisfied with the safety and security of their home and 83% are satisfied with the neighbourhood as a place to live.
In relation to our repairs performance 72% of tenants were satisfied with our performance overall (66% in 2023), but comments highlighted concerns about outstanding jobs and tenants asked for more information and communication on progress with repairs and maintenance.
Whilst the results have improved, and in many areas we have outperformed the Wales sector averages and our peers, we remain committed to continuous improvement. As such, we have developed an Improvement Plan for 2026/27 and we will focus on areas where tenants are less satisfied with our services and take appropriate action. We will undertake repairs and maintenance satisfaction surveys on the completion of works and ASB case closure satisfaction surveys, so that we can learn from tenant feedback and your experience with our services.
We are keen to involve more tenants in shaping our services and will hold more tenant group meetings, including topical focus group meetings, ‘Question of the Month’ and launch of digital notice boards. We will aim to contact every tenant who has expressed a dissatisfaction with our services. If you would like to be more involved in helping us improve our services, please get in touch with Bethan Thomas on 01685 352 839 or bthomas@mtha.org.uk.
