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Sustain UK Maintains High Resident Satisfaction in Customer Survey
Supported housing provider achieves 92% in Regulator’s Tenant Satisfaction Measures
Wednesday 26th August 2026
Sustain UK, a Birmingham specialist supported housing provider, has received a 92% tenant satisfaction score in the latest Tenant Satisfaction Measures (TSMs) released by the Regulator of Social Housing.
The results build on Sustain UK’s outstanding recent track record of resident satisfaction, following last year's sector-leading result of 97.5%, the highest overall satisfaction score achieved by any social housing provider in the country.
Alongside high levels of resident satisfaction, Sustain UK achieved 100% performance across key operational measures, including full fire safety compliance and completion of all emergency and non-emergency repairs within its six-day target.
Based in central Birmingham and operating across the city and the wider West Midlands, Sustain UK is a not-for-profit registered provider (housing association) providing supported accommodation for vulnerable adults and people experiencing or living under the threat of homelessness.
Published in July 2026, the TSMs are a national framework used by the Regulator of Social Housing to assess how effectively social landlords meet the Regulator’s Consumer Standards and deliver services to residents, with their partner managing agents and property owners, through a lease-based housing model.
Ian Macgregor, Chief Executive at Sustain UK, said: “We’re extremely pleased with this year’s Tenant Satisfaction Measures results. They highlight the effectiveness of the exempt supported accommodation model when it’s designed around the resident's individual needs.
“Sustain UK’s ratings are formed of direct feedback from our residents, independently collected and analysed by an external consultant, meaning they are a user-generated score of the service we provide every day.
Ian continues: “Those of us working in communities across Birmingham are only too aware that standards in supported housing remain mixed across the city, so it’s always reassuring to know that our services and accommodation are being well received by our tenants.”
For more information on Sustain UK visit www.sustainuk.org
