Our Tenant Satisfaction Measures (TSMs) 23-24
We’re committed to listening to our tenants and making changes to improve your experience. In April 2023, Tenant Satisfaction Measures (TSMs) were introduced by the Regulator of Social Housing, giving a greater focus on how satisfied our tenants are with our services. These TSM results enable you to see how we’re doing and scrutinise our performance, as well as giving us insight about what we’re doing well and where we can improve.
The results are gathered from surveys carried out by a leading housing research company, Acuity, who contacted over 1,000 tenants at random to complete a perception survey.
The survey has 16-questions and takes place over the phone. Tenants are asked how satisfied they are with things like repairs, our response to anti-social behaviour, and complaints handling.
This feedback enables us to measure how well we are doing at providing good quality homes and services.
We are pleased to share that our results for 2023-24 are now available.
The results show you how our tenants feel we have been performing over the last 12 months.
As well as the results of the surveys, we must report management information to the Regulator and our tenants. This is data that we collect on various things including the volume of complaints, ASB reports and safety checks.