Housing 21’s increases resident satisfaction and joins PlaceShapers

Overall resident satisfaction at Housing 21 has increased to an impressive 91 per cent. The results were reported in the Tenant Satisfaction Measures (TSM) Survey completed in Autumn 2025.  

Resident satisfaction has risen from 89 per cent, reflecting the continued hard work and commitment of teams across the organisation. This improvement demonstrates the ongoing focus on delivering high-quality homes and services for older people, ensuring residents feel safe, supported and able to live well with independence and dignity. 

We are finalising the overall Housing 21 summary report, and the individual scheme level satisfaction reports, which will be shared in the coming weeks.

A key strength of Housing 21’s service continues to be the local manager model. Having managers available on site plays a significant role in resident satisfaction, ensuring support feels personal, timely and rooted in the local community. This commitment to local, community-based service is also one of the reasons Housing 21 have chosen to join PlaceShapers, a network of like minded organisations passionate about serving communities well.

Housing 21 recently joined PlaceShapers, a national network of more than 100 community focused housing associations. 

Being part of PlaceShapers will allow the housing provider to work alongside similar organisations that share the values and commitment to making a positive impact on people and communities. As a collective, the network provides a stronger, more influential voice for the sector, helping to champion the importance of high-quality, affordable homes for older people. 

Bruce Moore, Chief Executive at Housing 21 said: “I would like to thank each resident who took the time to share their experiences through our Tenant Satisfaction Survey. The rise in satisfaction is a testament to the commitment of our teams and the constructive feedback we receive from residents, which continues to guide our improvements.

Becoming a member of PlaceShapers further strengthens our collective voice. It gives us the opportunity to work closely with other housing organisations and champion the needs and aspirations of older people.

By joining a network that shares our values and commitment to social purpose, we can work together to influence national conversations and ensure that older people’s experiences are understood and prioritised."

Find out more about PlaceShapers on the website: You can find out more at

 www.placeshapers.org.