YMCA Heart of England Reports Strong Tenant Satisfaction Results for 2025/26

YMCA Heart of England is happy to report its Tenant Satisfaction Measures (TSMs) for 2025/26, highlighting strong levels of resident satisfaction and continued high performance across housing management, repairs, safety and support services.

The annual survey, which measures tenants’ experiences of their homes and the services they receive, found that 85% of residents are satisfied overall with YMCA Heart of England as their landlord. Performance remained consistently strong across all key measures, reflecting the organisation’s ongoing commitment to providing safe, well-maintained homes and responsive services. 

Commenting on the results, Tom Jackson, Director of Operations at YMCA Heart of England said:

“Our 2025/26 TSM results remained strong, with overall customer satisfaction at 85% and performance across all other measures remaining stable. The results are supported by strong property compliance performance and proactive management of repairs, ASB and complaints, giving us confidence that we continue to provide safe homes and responsive services for our residents.”

Strong Performance Across Key Services

Residents reported particularly high satisfaction with the condition and maintenance of their homes. Satisfaction that homes are well maintained reached 88%, while 87% of tenants said they were satisfied that their home is safe.

Communication and engagement with residents continued to perform well, with 85% of tenants saying the organisation listens to their views and acts upon them, and the same proportion agreeing that YMCA Heart of England keeps them informed about matters that are important to them. Additionally, most tenants felt they are treated fairly and with respect. 

The survey also highlighted positive perceptions of neighbourhood and community management. Satisfaction with the cleanliness and maintenance of communal areas stood at 86%, while 81% of residents felt YMCA Heart of England makes a positive contribution to their neighbourhoods. Satisfaction with the organisation’s approach to handling anti-social behaviour was also quite high.

High Levels of Support

As a provider committed to supporting residents beyond housing, YMCA Heart of England also measured satisfaction with support services delivered by scheme staff. This achieved one of the highest scores in the survey, with most residents satisfied with the level of support they received from YMCA staff.

Maintaining Safe and Compliant Homes

Alongside resident feedback, the TSM framework includes several measures based on landlord performance data. YMCA Heart of England achieved 100% compliance across all key building safety measures, including gas safety, fire safety, asbestos management, water safety, lift safety and electrical safety checks.

Repairs performance also remained exceptionally strong, with 100% of emergency repairs and 97% of non-emergency repairs completed within target timescales. 

The organisation also reported that most complaints were responded to within Housing Ombudsman Complaint Handling Code timescales, demonstrating its commitment to responding promptly and learning from customer feedback. 

Looking Ahead

The 2025/26 TSM results provide valuable insight into tenants’ experiences and help YMCA Heart of England identify opportunities for further improvement. While overall performance remains strong, the organisation will continue to focus on listening to residents, maintaining high standards of safety and compliance, delivering timely repairs and ensuring that residents receive the support they need.

These results demonstrate YMCA Heart of England’s ongoing commitment to providing quality housing and services, while placing residents’ voices at the centre of its work. 

To access the full report, visit our Publications & Policies Page.