Rolig Homes has reported strong performance across all Tenant Satisfaction Measures (TSM) for 2025–2026, demonstrating consistently high levels of customer satisfaction and service delivery across its supported housing portfolio.
The results show overall satisfaction of 4.13 out of 5, with the highest performing scheme achieving 4.56, reflecting a strong and positive resident experience.
Repairs continue to be a standout area, with an average satisfaction score of 4.46 out of 5 and 89.2% satisfaction in benchmarking data, placing Rolig significantly above sector averages, including both All Providers and Registered Social Housing benchmarks.
Residents also reported high levels of satisfaction with their homes, with both home safety and property condition scoring 4.39, demonstrating that residents feel safe and well supported within Rolig’s accommodation.
Customer experience measures remain strong, with:
- 4.32 for being treated fairly and with respect
- 4.23 for listening to residents and acting on feedback
- 4.19 for communication and information sharing
Complaint handling and anti-social behaviour management are particular strengths. Despite 32% of respondents having made a complaint, satisfaction with complaint handling is 4.30, equating to 86% satisfaction—over 40 percentage points above sector benchmarks.
Independent benchmarking by Acuity confirms that Rolig Homes:
- Outperforms All Providers and RSH benchmarks across all measures
- Exceeds Smaller Provider benchmarks across the majority of areas
- Delivers exceptional performance in repairs, customer engagement, ASB handling, and complaint resolution
Performance variation between schemes highlights local strengths and targeted improvement areas. Wolverhampton is currently the highest performing location, while Stoke/Leek has been identified as a priority for improvement, particularly in communal areas and neighbourhood perception.
Matt Smith, Chief Operating Officer at Rolig Homes, said:
“These results demonstrate our commitment to delivering high-quality supported housing and achieving positive outcomes for our residents. We are particularly pleased to see such strong performance in repairs, customer experience, and complaint handling. At the same time, we remain focused on continuous improvement, ensuring we deliver consistently high standards across all our schemes.”
Rolig Homes continues to work in partnership with local authorities and support providers to deliver safe, well-managed accommodation that promotes independence, wellbeing, and tenancy sustainment.
*Benchmarking data taken from Acuity Benchmarking Report 2025.
