Tenant Satisfaction Measures 2023/24

Your feedback is really important to us. We listen to what you say to help us make improvements to our services.

To help you understand how we are performing, take a look at our Tenant Satisfaction Measures (TSMs).

These measures have been introduced by the Regulator of Social Housing for all social landlords in England.

What are the measures?

There are 22 measures in total:

12 customer perception measures: These show satisfaction with our services, for example, how well we manage repairs or resolve complaints.

10 performance measures:  These are based on our performance information, for example, how many of our homes meet the Decent Homes standard.

Our results – 2023/24

Below your can see our first set of results, covering 1 April 2023 to 31 March 2024. We’re required to publish these results annually.

View the list below for an overview or take a look at our full report (LINK) for more detailed information.

Overall satisfaction

Satisfaction with repairs

Satisfaction with time taken to complete your most recent repair

Satisfaction that your home is well maintained

Satisfaction that your home is safe

Satisfaction that we listen to tenant views and act upon them

Satisfaction that the landlord keeps tenants informed about things that matter to them

Agreement that the landlord treats tenants fairly and with respect

Satisfaction with the landlord’s approach to handling complaints

Satisfaction that the landlord keeps communal areas clean and well maintained

Satisfaction that the landlord makes a positive contribution to neighbourhoods

Satisfaction with the landlord’s approach to handling anti-social behaviour

Who we survey

The surveys are carried out with customers living in low-cost rental homes (i.e. social housing / affordable rented) and low-cost home ownership properties (i.e. shared ownership). This is in line with the requirements set by the regulator.

How we do the surveys

The surveys are carried out either via text message, email or telephone. We do this in line with customers’ communication preferences. How do we pick who to survey?

Our survey partner

In April 2024, we commissioned an external company called The Leadership Factor (TLF) to carry out the surveys on our behalf.

TLF follows the Market Research Society Code of Conduct and gathers the data in line with GDPR. Your answers are subject to normal market research rules of confidentiality.

More information

To find out more about the measures visit the Regulator of Social Housing’s