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Shared Ownership Tenant Satisfaction Measures
Explore our Shared Ownership Tenant Satisfaction Measures (TSMs), including feedback, satisfaction scores and the actions we're taking to improve customer experience.
What are Tenant Satisfaction Measures for Shared Ownership?
Tenant Satisfaction Measures (TSMs) are the system the Regulator of Social Housing uses to assess how well all social housing landlords in England are doing at providing good quality homes and services. As a provider of Shared Ownership homes, 20 of these measures apply to McCarthy & Stone.
The measures let our Shared Ownership homeowners see how well we are performing and allow them to hold us to account if there’s an issue. We welcome the chance to hear feedback and make changes if necessary.
The TSMs cover five themes:
- Keeping properties in good repair
- Maintaining building safety
- Being respectful and helpful
- Effective complaints handling
- Responsible neighbourhood management.
The measures that apply to McCarthy & Stone’s Shared Ownership homes are:
- TSM Management Measures: these are measured through information we hold on our systems (e.g. how many properties have had their required checks for things like gas safety or fire risk.)
- TSM Perception Measures: these measure feedback from our Shared Ownership customers who were all offered the chance to take part in a survey carried out in November 2024. We received 148 responses.
Find out more about the TSMs on the Regulator of Social Housing’s website.
Our tenant satisfaction measures
Customer satisfaction
Building safety, repairs and compliance
Complaints and antisocial behaviour
See a PDF version of Our Tenant Satisfaction Measures (PDF, 295KB)
What is Shared Ownership?
Available on selected homes, with Shared Ownership you could enjoy all the benefits of life in our welcoming communities – without paying the full price.
Learn more about Shared Ownership
Explore other options for affordable retirement living
At McCarthy & Stone, we’ve made it simpler than ever for more people to enjoy our lifestyle, with our flexible range of occupancy options. In addition to Shared Ownership. you can choose – our most popular option – buying outright or the ease and speed of renting – there really is a home for everyone.
Speak to our friendly team
Got a question or need more information? Our friendly sales team is happy to help. Call us on 0800 201 4811 or get in touch online.
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