Tenant Satisfaction Measures
The Regulator of Social Housing has introduced a new system for assessing how well all social housing landlords in England are doing at providing good quality homes and services which landlords like us, must report on. These are called Tenant Satisfaction Measures (TSMs).
The measures should let tenants see how well we are performing and allow tenants to hold us to account if we’re not performing as we should. We are committed to asking our customers what they think about our services, so that we can continue to improve.
There are 20 measures which apply to us as a provider of Shared Ownership homes, including:
- 10 management information measures – these are measured directly by us through information we hold on our systems internally
- 10 tenant perception measures – these are measured through feedback surveys also known as tenant perception surveys.
The TSMs cover five themes:
- Keeping properties in good repair
- Maintaining building safety
- Respectful and helpful engagement
- Effective handling of complaints
- Responsible neighbourhood management
We took a census approach to the survey offering all our Low-Cost Shared Ownership customers the opportunity to take part, no customers were excluded. We received 148 responses. The survey was carried out during November 2024 and using a paper format. Our results were aligned with our stock and tenant profile, so no weighting was necessary to produce the final results.
Find out more about the TSMs on the Regulator of Social Housing’s website.