We believe our customers should be able to see clearly how we are performing, where we are doing well, and where we still need to improve. This page brings together key information about our services, tenant satisfaction, complaints, and repairs, so you can understand how we are doing and how we are holding ourselves to account.

We use a mix of customer feedback, operational data, and independent regulation to measure our performance. Our Board reviews this information regularly and uses it to set priorities and drive improvement across our services.

Our performance is measured against the things that matter most to customers: safe and well‑maintained homes, reliable repairs services, fair rents, respectful communication, and the way we handle complaints. We also track how well we listen, learn, and act on feedback.

Tenant Satisfaction Measures (TSMs) play a key role in this. These are set by the Regulator of Social Housing and allow customers to compare landlords on a consistent basis. Our latest TSM results are published here and are reviewed by our Board alongside other performance data.

Tenant Satisfaction Measures (TSMs) are a set of standards that help assess how well landlords are doing. Since April 2023, it has been a legal requirement for landlords to report their TSMs to the Regulator of Social Housing. 

We are measured against these standards to ensure we are open and transparent about our performance. 

TSMs include 22 key measures, split into two groups: 

This page shows the results from our 2025/26 survey, along with how our team is working to improve the areas you highlighted. 

By sharing your honest feedback anonymously, you help us focus on what matters most to you - like keeping homes in good condition, treating you with respect, and taking care of your community, your input is essential in helping us improve our services for everyone. 

This year's results can be seen below.

To view our assurance of approach and methodology, please click here.

Past results

2024/25 results here

2023/2024 results here.

As per The Government, regulatory judgements are a published view of how well a landlord is delivering the outcomes of regulatory standards. Each landlord’s page contains their current judgement.

The Government set regulatory standards that define the outcomes that landlords must deliver using their powers under the Housing and Regeneration Act 2008.

They expect all landlords to deliver the outcomes of the standards that apply to them. These include both the required outcomes and specific expectations they set within each standard.

You can see Freebridge's latest regulatory judgement here.

You can find our previous performance for Q1 - Q3 for 2025-2026 here.

You can find our performance for Q1 - Q4 for 2024-2025 here.

Performance is not static. We are committed to continuous improvement and to being open about our progress. Where results fall short, we set clear actions, timescales, and accountability to put things right.

By sharing this information openly, we aim to build trust, support informed conversations with customers, and demonstrate how we are delivering safe, good‑quality homes and services.

As part of the Housing Ombudsman's complaint handling code, all housing associations and councils are expected to complete regular assessments of their current complaints policy and procedure. We are committed to improving our complaint handling processes and ensuring that your voices are heard.  

You can read our reports on the findings of our assessments and our Housing Ombudsman Self-Assessment forms on our feedback page.

Our Customer Voice groups play an active role in helping to shape our services. These groups monitor our performance against the commitments outlined in our Customer Charter and key performance indicators set by the Housing Ombudsman.

Through scrutiny groups, surveys, consultations and engagement activities, our customers help us test whether our services are working in practice, not just on paper.

Feedback from customers also directly influences our priorities and improvement plans. We publish the outcomes of customer scrutiny and explain how it has influenced decisions and service changes.

We are regulated by the Regulator of Social Housing, which sets standards for safety, quality, transparency and value for money. We publish information in line with these requirements and are open about how we’re performing - including where we know we need to improve.

If you’d like to find out more, you can view our Annual Report, Tenant Satisfaction Measures on this page and complaints performance reports on the Performance and Reports section of this website and in our quarterly tenant magazine, Streets Ahead

Your thoughts and experiences are crucial in helping us enhance our services. Whether you have a compliment, suggestion, or complaint, we want to hear from you. Your input allows us to understand what we're doing well and identify areas for improvement. 

Please visit our feedback page to share your views and help us continue to grow and improve.