We always want to improve the services we provide. To help us do that, we review our performance regularly and appreciate the feedback we receive, which helps us to do this.
Tenant Satisfaction Measures (TSM’s) were introduced as part of the Social Housing Regulation Act. The Regulator of Social Housing uses the measures to make sure that all social landlords are looking after homes and neighbourhoods, keeping people safe, effectively handling complaints, and treating customers with fairness and respect.
We have followed the Regulator of Social Housing’s requirements about how we survey customers for the TSM’s. Between April 2023 and March 2024, 2,003 rented customers and 557 shared owners took part in our survey. These customers were randomly selected throughout the year using a computer generated sample. We made sure that we had a representative sample based on a number of characteristics including the customers age and where they live. We also applied weighting to our shared owner results to make sure they were representative. The surveys were carried out by our Research and Insight team in line with Market Research Society (MRS) guidelines. You can find more detail about how we completed the survey for customers renting a home, and homeowners.
The results are very important to us. We use them to decide which services need to improve, and we work with our customer group InFocus about how to do this. We are analysing this year’s results to see how different customer groups and locations compare. We will also show how we compare to other landlords later in the year when this information is available.
You can learn more about how to get involved, how we have used customer feedback, and see the latest report from InFocus on our getting involved webpage.
The results for 2023-2024 are below.
