Tenant Satisfaction Measures
Tenant Satisfaction Measures' (TSM) are a way for tenants to understand how we are performing against key service areas.
The TSM were introduced by the Regulator of Social Housing in April 2023. There are 22 measures covering areas like repairs, safety and complaints. 12 of these measures come directly from customer feedback surveys all of which we have published below.
Quarter 3 - 1st October 2023 - December 31th 2023
Our infographic below shows our results for Quarter 3 of 2023/24
87% of Residents were satisfied with their overall service
93% of Residents were satisfied with repairs
96% of Residents were satisfied with the time taken to complete their most recent repair
82% of Residents were satisfied that their home is well maintained
79% of Residents were satisfied that their home is safe
73% of Residents were satisfied that we listen to residents views and acted upon them
81% of Residents were satisfied that we keep them informed about things what matter to them
87% of Residents were in agreement that we treat them fairly and with respect
82% of Residents were satisfied with our approach to handling complaints
74% of Residents were satisfied that we keep communal areas clean and well maintained
65% of Residents were satisfied that we make a positive contribution to neighbourhoods
56% of Residents were satisfied with our approach on handling anti-social behaviour
82% of Residents were satisfied that we are easy to deal with
82% of Residents say their rent is value for money
61% of Residents say their charges were value for money
Quarter 2 - 1st July 2023 - September 30th 2023
Our infographic below shows our results for Quarter 2 of 2023/24
86% of Residents were satisfied with their overall service
93% of Residents were satisfied with repairs
90% of Residents were satisfied with the time taken to complete their most recent repair
88% of Residents were satisfied that their home is well maintained
88% of Residents were satisfied that their home is safe
67% of Residents were satisfied that we listen to residents views and acted upon them
85% of Residents were satisfied that we keep them informed about things what matter to them
85% of Residents were in agreement that we treat them fairly and with respect
48% of Residents were satisfied with our approach to handling complaints
68% of Residents were satisfied that we keep communal areas clean and well maintained
75% of Residents were satisfied that we make a positive contribution to neighbourhoods
60% of Residents were satisfied with our approach on handling anti-social behaviour
88% of Residents were satisfied that we are easy to deal with
85% of Residents say their rent is value for money
67% of Residents say their charges were value for money
Quarter 1 April 2023 - June 30th 2023
Our infographic below shows our results for Quarter 1 of 2023/24
85% of Residents were satisfied with their overall service
85% of Residents were satisfied with repairs
83% of Residents were satisfied with the time taken to complete their most recent repair
87% of Residents were satisfied that their home is well maintained
84% of Residents were satisfied that their home is safe
73% of Residents were satisfied that we listen to residents views and acted upon them
81% of Residents were satisfied that we keep them informed about things what matter to them
85% of Residents were in agreement that we treat them fairly and with respect
39% of Residents were satisfied with our approach to handling complaints
73% of Residents were satisfied that we keep communal areas clean and well maintained
73% of Residents were satisfied that we make a positive contribution to neighbourhoods
60% of Residents were satisfied with our approach on handling anti-social behaviour
84% of Residents were satisfied that we are easy to deal with
84% of Residents say their rent is value for money
59% of Residents say their charges were value for money
