How we are Performing

The Tenant Satisfaction Measures (TSMs) have been introduced by the Regulator of Social Housing in England to help them see how well housing providers are delivering services and making sure they are providing good quality homes. They also show our tenants how well we are performing as their landlord in the following areas: 

• Keeping properties in good repair 
• Maintaining building safety 
• Respectful and helpful engagement 
• Effective handling of complaints 
• Responsible neighbourhood management 
• Overall satisfaction with services 

The TSMs provide visibility and transparency of how we are performing across a total of 22 measures; 12 of these come from surveying tenants about their satisfaction with services and 10 come from the information we hold. This includes data in relation to building safety, anti-social behaviour and complaint handling. To find out more about the survey click here.  

To gather feedback from our tenants on their satisfaction with our services, we sent out the TSMs survey on a monthly rolling basis, between 1st October 2024 and 28th February 2025. The survey was initially sent by post and was followed up by a phone call. A copy of the survey, including the accompanying letter, can be found here. 

The survey was sent to 2,855 tenants and 700 responses were received. We worked with an external organisation called TP Tracker, to make sure the survey was delivered independently and that the responses we received were representative of our tenant population. Full details of our approach can be found here. 

Compared to the 2023-24 we have seen an improvement across all satisfaction measures. Click here to see a selection of some of the improvements we have made so far to achieve this. Our results for this year and a comparison to last year is below.  

The TSMs survey for this year has begun, to find out more click here. We will continue to keep you updated and will report on our performance each quarter and annually.