Tenant Satisfaction Measures Survey

At Community Gateway, your experience as a tenant is important to us. One of the most important ways for us to understand how we are performing is by listening to your feedback. That is why we carry out our Tenant Satisfaction Measures (TSMs) survey.

Why Your Feedback Matters
The TSMs survey gives you the opportunity to tell us what we are doing well, where we can improve and how satisfied you are with your home and the services we provide.

Your feedback helps shape and improve our services and allows us to measure our performance against the standards set by the Regulator of Social Housing.

Survey Details

• How it works: The survey is carried out independently on our behalf by Service Insights Ltd, working in partnership with Housemark and should take no more than 5-10 minutes to complete.

• Who will receive it: Tenants are selected at random and those chosen will be contacted by phone or receive survey in the post.
  
  
• How to respond: If you receive a paper survey, please complete and return it using the prepaid envelope provided within two weeks of receiving it. If contacted by telephone, you can complete the survey during the call.
  
  
• Follow-up process: If we do not receive a response to a postal survey, Service Insights Ltd may contact you by telephone to offer you the opportunity to complete the survey over the phone.

What to Expect
The survey covers a range of topics relating to your home, community and the services we provide. Surveys are completed monthly, so we can regularly review your responses and act on the feedback we receive.

Sharing the Results
Once the responses have been gathered and analysed, we will share the key findings and let you know about any changes or improvements we plan to make as a result of your feedback.

Didn’t Receive a Survey? Your feedback still matters
If you are not selected for this survey, your views are still very important to us. You can share your feedback at any time by:

• Submitting your feedback online
• Calling us on 0800 953 0213 (option 6) and ask for the Service Improvement Team

If you have any questions about the TSMs survey or would like more information, please contact our Service Improvement Team:

• Email: feedback@communitygateway.co.uk
• Call: 0800 953 0213 (Option 6)

If you need assistance completing the survey, please contact Service Insights Ltd, on 0800 193 1174 or email info@serviceinsights.co.uk