We are committed to providing safe, quality homes and delivering services that meet the needs of our customers. That’s why we’re inviting you to take part in our Tenant Satisfaction Measures (TSM) survey.
We encourage you to complete the survey and share your honest views. Your feedback helps us understand what’s working well, where we need to improve, and how we can deliver better services for everyone.
What are Tenant Satisfaction Measures (TSMs)?
Tenant Satisfaction Measures (TSMs) are a set of standards introduced by the Regulator of Social Housing to help assess how well social housing landlords are performing.
The measures focus on the issues that matter most to tenants, including:
- Overall satisfaction with your landlord
- Repairs and maintenance services
- Building safety
- Respectful and helpful customer service
- Effective communication
- Complaints handling
- Neighbourhood management
- How well landlords listen to and act on tenant feedback
All registered social housing providers are required to collect and report TSM results, helping to ensure greater transparency and accountability across the sector.
Why should I take part?
Your experience matters.
The survey provides an opportunity for you to tell us about the services you receive and whether they meet your expectations. The more feedback we receive, the better we can understand what our tenants value and where improvements are needed.
By completing the survey, you can help us:
- Improve the services we provide
- Identify areas where we need to do better
- Shape future priorities and investment decisions
- Ensure tenant voices influence our plans and decision-making
- Measure our performance against national standards
Every response helps us build a more accurate picture of the experiences of our tenants.
When is the survey live?
You should have received a text or email with a link to the survey. There are 12 questions, but it honestly doesn’t take any longer than 15 minutes to complete. The survey will be open from now until the end October.
What happens to my feedback?
All responses are treated confidentially and used to help us assess and improve our services.
The results are reviewed alongside other performance information to identify trends, understand tenant priorities, and develop action plans where improvements are needed.
We will also share key findings and explain how we are responding to the feedback we receive because listening is only the first step; acting on what tenants tell us is what really matters.
Thank you for helping us improve and for taking the time to share your views. Together, we can continue to build better homes, stronger communities, and services that reflect what matters most to our tenants.
