New Tenant Satisfaction Measures

As a registered housing association, we are governed by the Regulator of Social Housing and, as such, follow set standards and processes in providing our services to you.

The Regulator of Social Housing, (RSH), is setting up a new system for assessing how well social housing landlords in England are doing at providing good quality homes and services. From 1 April 2023, all social housing providers must start collecting information which involves a set of tenant satisfaction measures, (TSMs), that social housing landlords must report on.

The TSMs are designed, by the government, to hold housing associations and local councils to account for our actions to our customers, and to provide you with the knowledge and understanding of how we perform as a business. The information must then be reported to the RSH in summer 2024, after which it will be made public.

The TSMs cover the following key areas:

  • Overall satisfaction
  • Keeping homes in good order  
  • Building safety  
  • Safety checks  
  • Respectful and helpful engagement   
  • Effective handling of complaints and anti-social behaviour   
  • Responsible neighbourhood management.

There are 22 TSMs in total, and they are split into two parts:

  • 10 performance measures that are collected and reported through our management performance information.
  • 12 customer perception survey measures that are collected through surveying customers directly.

We will be surveying our customers in September. If you are asked to take part in a survey, please do as it will help us to make sure we are providing the services you want and show us where we need to improve. The results will also allow the RSH to track how social housing providers are performing and where improvements need to be made across them all, as well as the individual associations concerned.

If you would like to know more about the TSMs please click here. Please keep a look out on our website for future updates.

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