We use the performance data to identify areas where we need to improve, to help shape our services and provide good quality homes for our customers. Examples of improvements made as a result of TSM customer feedback include:

• We have continued to recruit additional Involved Customers, who contribute to our delivery of the Customer Voice strategy. This ensures that our customers are involved in the shaping and delivery of our products and services. Customers are at the centre of our decision making, and this ensures that their voice is heard.
• A Customer Voice Newsletter has been developed, and following feedback from customers and is available in multiple formats to ensure it is accessible to all. The newsletter includes information about customer voice, updates from across the business and upcoming involvement opportunities.
• A Fair Access to Services Survey has been undertaken to ask customers about their experience of using our service, and is used to gather important feedback on how we could improve our service offer to them. Feedback from the surveys have been incorporated into an action plan, and improvement actions will be implemented during 2025/26.
• We have developed an EDI Roadshow which we have hosted throughout our IL schemes. These Roadshows give customers valuable information about EDI, and promotes the importance of diversity throughout our communities.

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

More information about our performance can be found here.