Tenant Satisfaction Measures
The Tenant Satisfaction Measures (TSMs) have been introduced by the Regulator of Social Housing in England to assess how well landlords are doing in providing good quality homes and services.
The measures focus on five key themes:
- Keeping properties in good repair;
- Maintaining building safety;
- Respectful and helpful engagement;
- Effective handling of complaints;
- Responsible neighbourhood management
There are 22 measures, 12 of these measures come directly from one of our customer feedback surveys, 10 come from information we hold in our systems on our operational activity.
These measures have been designed to drive up standards and improve the quality of social housing by ensuring housing providers are accountable for the services delivered to customers.
Our survey
We run a perception survey annually to understand how customers feel about the services we provide. Within this survey we capture your responses on the Tenant Satisfaction Measures.
This feedback is used to drive our improvement plans, influence decision making and enable our customers to check in on our performance.
Your opinions matter to us. We dedicate time to reviewing your comments to understand how you feel and what we need to do differently. Where customers respond with dissatisfaction we aim to follow up directly so we can put things right.
