How our residents rate us

 

Over the past year, 1 in 10 Eastlight residents took part in our survey to share how satisfied they are with their homes and services.

The survey results – known as the 12 Tenant Satisfaction Measures (TSMs) – allows us to understand what matters most to residents, like how we communicate and having a well-maintained home and neighbourhood.

After listening carefully to your feedback and taking action on what you told us last year, we’ve made great progress on every single measure! 

Residents are now more satisfied with Eastlight’s overall service, rising to 75.5% (from 72.7%).

How we listened to you 

Neighbourhoods & Communal Areas

Many of you feel we’re making greater contributions to your neighbourhoods (67.3%) and communal areas (66.6%), which both increased by 7.7 points. 

In the year, we invested almost £2.4 million into your communal spaces – as well as launching Your Eastlight Team, so you now have dedicated contacts who will work with you to resolve enquires, issues and concerns about your home and local area. 

Complaints

More residents think we’re handling their complaints better, which rose 8.9 points to 41.9% in 2025/26. Despite the number of complaints rising, we’ve used your feedback to streamline complex processes, spending more time addressing root causes and resolving issues earlier.

We’re committed to ensuring the services you receive are right first time. We investigated previous complaints and feedback from the Housing Ombudsman to make sure we learn from past mistakes and don’t repeat them.

Repairs 

Overall repairs reached a high of 80.0%, while satisfaction with the time taken to complete your last repair rose to 77.3%. 

This year, we partnered with Travis Perkins Managed Services to speed up our repair timescales and reduce time travelling to do the works in your home. We’ve also prioritised older repairs and looked at how we can work smarter through technology.

Eastlight listens to me 

You also said that Eastlight is listening and truly acting on your views (now at 69.1%).

Last September, we introduced our Resident Members Charter giving you even more ways to stay connected, influence our services and shape our organisation for the better. Plus, the introduction of Your Eastlight Team allows us to handle multiple issues in your area at once, reducing the number of staff you need to contact to resolve an issue. 

Thank you to everyone who shared their experiences, raised concerns and told us where we need to focus. While we’re pleased with the progress made, we are just as determined to keep listening, learning and improving in the year ahead.

You can see all the results here.

How you can influence our TSMs 

Independent research company, Acuity Research & Practice, contacts a random sample of Eastlight residents every month to ask them about their satisfaction with their home and the services Eastlight provides.

If you’re included, Acuity will contact by phone you on 01376 435016 or by email. The survey takes around 10 minutes to complete and taking part is completely optional.

You can choose to remain anonymous or decline follow-up contact after completing the survey. But if you do agree to a follow-up, Eastlight or Acuity may get in touch. Doing so will really help us to understand your feedback and further develop your services.

Shared owners share views

Shared owner satisfaction is progressing steadily, with overall satisfaction increasing to 49.3%, from 47.4% in 2024/25.

Shared owners said we are handling complaints better (rising to 34.2% from 23.0%), showing meaningful steps forward. More residents also said they felt their home is safe, up 2.5 points to 76.9%.

While these results reflect clear progress, we’re committed to working more closely with shared owners over the next year to better understand what they need from us to feel happier in their homes.

If you’re a shared owner, we’ll soon be sharing more opportunities for you to get involved and have your say. Watch this space!