An update on tenant satisfaction measures
Every year, housing associations are now required to carry out a survey with a sample of their tenants based on new Tenant Satisfaction Measures (TSMs). These will also be published by the Regulator of Social Housing annually.
The TSMs ask customers to share how satisfied or dissatisfied they are in lots of areas, such as repairs, grounds maintenance, complaints and resident involvement. In 2023, we carried out our first survey based on the new TSMs and spoke to around 2,500 customers. You can view the questionnaire used here.
To find out how we performed, what customers told us and what we have learnt click below to read our report. This report also gives a full breakdown of the results and how we carried out the survey.
TENANT SATISFACTION RESULTS 2023/24
Listening to your feedback
We are using the feedback from this survey, along with our other customer surveys, to continue to make improvements to our services.
We’ll also continue to work with our Customer Engagement Community using their insights and feedback to shape what we do. If you’d like to get involved click here to find out more.
Thank you to everyone that took the time to take part in the survey. Your feedback helps us to make our services better. You can find out more about some of the ways we’re doing that by reading our Customer Annual Report.