TENANT SATISFACTION MEASURES
Check out how our satisfied our customers are with our services.
SO, WHAT ARE THE TSMS?
From April 2024, the Regulator of Social Housing introduced a new requirement for all social housing landlords to report annually on a set of standards. These standards measure how well we’re doing at providing safe, good-quality homes and services and how well we are meeting customers’ needs.
These are called the Tenant Satisfaction Measures (TSMs)
The key areas covered by the TSMs are:
- Property Repairs
- Building Safety
- Complaints Handling
- Tenant engagement
- Neighbourhood management
There are 22 measures in total:
- 12 come from customer surveys, carried out each year
- 10 come from landlord records, which cover property management and safety
To better understand survey responses, we include a comments box after each question, allowing participants to explain their answers in more detail. This feedback helps us build targeted action plans for improvement.
WHY DO THE THEY MATTER?
These measures help us to understand how happy customers are with different parts of our service, and highlight areas we may need to improve. They also ensure we remain open and accountable so our customers can hold us to account and compare our performance with other landlords.
HOW AND WHEN ARE THE RESULTS SHARED?
We are passionate about being transparent and accountable to our customers. Our TSM results will be published annually on this page, allowing you to see our performance, how we’re listening to customer feedback, and the steps we are taking to improve year on year.
The TSMs are also shared:
- In a special edition of the Brighter Buzz (Summer)
- At the Customer Experience Committee (a sub-committee of board members, the leadership team and engagement colleagues)
HOW IS THE INFORMATION PRESENTED?
We are passionate about being transparent and accountable to our customers. Our TSM results will be published annually on this page, allowing you to see our performance, how we’re listening to customer feedback, and the steps we are taking to improve year on year.
The TSMs are also shared:
- In a special edition of the Brighter Buzz (Summer)
- At the Customer Experience Committee (a sub-committee of board members, the leadership team and engagement colleagues)
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