Sustain UK has been recognised as the highest-rated registered social landlord in the country, following the publication of the Regulator for Social Housing’s 2025 Tenant Satisfaction Measure scores.
The national framework assesses how effectively registered social landlords are meeting consumer standards and fulfilling their legal obligations to tenants.
Feedback was gathered directly from our residents, who awarded us an overall satisfaction score of 97.5% – the highest of all participating social landlords.
These results reflect the strong trust we’ve built with our tenants, ensuring they feel safe, live in well-maintained homes, and know their feedback is heard and acted upon.
Published on 26th November 2025, Sustain UK was the only exempt-model supported housing provider to reach the national top 20, outperforming the average UK registered social landlord average by 22 percentage points.
We also achieved the top national satisfaction scores in key performance areas such as our approach to safety, fairness and respect, property standards, repairs and maintenance, and resident feedback.
Ian Macgregor, Chief Executive at Sustain UK, said: “These ratings, based entirely on tenant feedback, show that high-quality supported housing does exist in Birmingham and that it can have a meaningful impact on people’s wellbeing, happiness and ability to progress towards independent living.
“We listen to our residents every quarter, and their insight shapes how we continually refine our services. We also look to resolve issues quickly, often within six days, so residents know that their concerns are heard and acted upon. This is alongside a strict regime of property inspections across all our homes to ensure they remain at a high standard.
He added: “Supporting and housing vulnerable adults and can, by its very nature, be challenging, but housing providers should never add to peoples’ instability. For many of our residents, Sustain UK is be the most reliable and stable part of their lives at that time.”
Shane Egan, Transformation and Governance Director at Sustain UK, said: “Our performance is a direct reflection of how we serve our and tenants, and we’re grateful for their positive response to our survey.
“We remain committed to delivering safe, high-quality accommodation for our 1,600 residents across our 300 homes, and to demonstrate what supported housing can achieve when it is accountable, well-managed and focused on the needs of local people.”
To learn more about Sustain UK’s tenant-centric approach, read our latest blog.