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Tenant Satisfaction Measures

From 1st April 2023, the Regulator of Social Housing introduced a new set of Tenant Satisfaction Measures (TSM’s), to assess how well social housing landlords are doing at providing good quality homes and services.

The measures are aimed at helping improve standards for people living in social housing, by:

  • Providing visibility, letting tenants see how well their landlord is doing and enabling tenants to hold their landlords to account.
  • Giving the Regulator insight into which landlords might need to improve things for their tenants.

As a registered provider who owns more than 1000 units of housing stock, we are required to submit information relating to our performance against the TSM’s to the Regulator of Social Housing on an annual basis.

There are 22 tenant satisfactions measures, covering five themes.

Ten of the TSM’s are measured by monitoring performance against a set of key standards, and 12 will be measured by carrying out tenant satisfaction perception surveys to understand what our customers think about the services we offer.

Between 1st April 2023 and 31st March 2024, we carried out 1,169 TSM surveys with a diverse range of our customers, across various locations, property types and age ranges to gather a broad understanding of our tenant views. These surveys were carried out via telephone by our in-house survey team.

Below are the results of our Tenant Satisfaction Measures for the 2023/2024 financial year.

The measures focus on five key themes:

Theme 1

Keeping properties in a good state of repair.

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Theme 2

Maintaining building safety.

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Theme 3

Respectful and helpful engagement.

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Theme 4

Effective handling of complaints.

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Theme 5

Responsible neighbourhood management.

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We will continue to collate the TSM data and share it with customers on a regular basis to demonstrate that we are transparent about our performance, and to provide customers with confidence in the services we deliver.

If you would like more information on anything above, or you would like to be part of the 2024/2025 TSM survey please contact us.

If you would like to become an involved customer and help shape our services, there are many ways in which you can do so, please visit the Get Involved section on our website for more information.

More information about our performance can be found here.

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This page was last updated on 12/06/2024