Our performance
Tenant Satisfaction Measures (TSMs)
TSMs have been introduced by the Regulator for Social Housing to assess how well social housing landlords are doing at providing good quality homes and services.
TSMs provide tenants with greater transparency about their landlord’s performance when it comes to keeping homes in good repair, maintaining building safety, ensuring respectful and helpful engagement, effective handling of complaints and responsible neighbourhood management.
To ensure we’re meeting the requirements of the TSMs we’ve gathered customer feedback on our performance through independent market research companies called Prevision Research Ltd and ARP Research Ltd who've carried out customer satisfaction surveys on our behalf.
Our TSM performance – 2023/24
We’re committed to providing clear and easy to understand information about how we’re performing, what customers are telling us and how we’re using this feedback to improve our services.
Each year, we’ll share an annual summary of our performance against the Tenancy Satisfaction Measures (TSMs), showing our results over the last 12 months.
Our TSM results summary for 2023/24
Our performance against each TSM standard
Surveying customers: our approach
A detailed explanation of the methodology used to gather our TSM results
Sample survey questions
An overview of the questions our independent market research specialists use in our customer surveys
Updated: 07 October 2024