Sustain UK has achieved a 92% overall resident satisfaction score in the latest Tenant Satisfaction Measures published by the Regulator of Social Housing.
The result builds on our strong record of resident satisfaction, following last year’s sector-leading score of 97.5% – the highest achieved by any social housing provider in the country.
We also recorded 100% performance across several key operational measures, including full fire safety compliance and the completion of all emergency and non-emergency repairs within our six-day target.
The Tenant Satisfaction Measures are a national framework used by the Regulator of Social Housing to assess how effectively social landlords meet its Consumer Standards and deliver services to residents.
Our results are based on direct feedback from our residents, independently collected and analysed by an external consultant.
Ian MacGregor, our Chief Executive, said:
“We’re extremely pleased with this year’s Tenant Satisfaction Measures results. They demonstrate what the exempt supported accommodation model can achieve when it is designed around residents’ individual needs.
“Our ratings are based on direct feedback from residents, independently collected and analysed by an external consultant. They therefore genuinely reflect the service we deliver every day.
“Those of us working in communities across Birmingham know that standards in supported housing remain mixed across the city, so it is reassuring to see that our services and accommodation continue to be well received by residents.
“Our aim is to continue delivering a sustainable housing model that is resident-focused and financially viable for the local authorities we work with and our other key partners.”
Based in central Birmingham and operating across the city and the wider West Midlands, Sustain UK is a not-for-profit registered provider of supported accommodation for vulnerable adults and people experiencing homelessness or at risk of becoming homeless.
Working alongside our managing agents and property owners through a lease-based housing model, we regularly inspect homes, monitor service standards and respond to residents’ feedback.
Tom Barwell, Operations Manager at Sustain UK, said:
“These results demonstrate our commitment to listening to residents, responding quickly when issues arise and maintaining standards through regular property inspections.
“We’re pleased with the feedback we have received, but we will continue listening to residents and looking at how we can improve our services further.”
To find out more about our sector-leading score from last year’s results, here:
The Regulator for Social Housing will publish the full report breakdown for the Tenant Satisfaction Measures on the 5th November 2026. Keep up to date, here.
