Tenant Satisfaction Measures 2023/2024

Tenant Satisfaction Measures’ (TSM) are a way for tenants to understand how we perform against key service areas.

The Tenant Satisfaction Measures were introduced by the Regulator of Social Housing in April 2023 and are aimed at helping improve standards for people living in social housing.

The measures form part of a new system for enabling tenants to see how well their landlord performs and hold them accountable.

There are 22 measures covering areas like repairs, safety and complaints.

Performance Measures

These measures are based on our performance, for example, how many fire risk assessments we have carried out and how many cases of anti-social behaviour have been reported to us.

Customer Perception Measures

These show satisfaction with our services, for example, how well we’ve managed repairs or resolved complaints.

  • 86.1%

    of Residents were satisfied with their overall service

  • 88.6%

    of Residents were satisfied with repairs

  • 88.6%

    of Residents were satisfied with the time taken to complete their most recent repair

  • 85.8%

    of Residents were satisfied that their home is well maintained

  • 86.3%

    of Residents were satisfied that their home is safe

  • 72.1%

    of Residents were satisfied that we listen to residents views and acted upon them

  • 82.4%

    of Residents were satisfied that we keep them informed about things what matter to them

  • 85.2%

    of Residents were in agreement that we treat them fairly and with respect

  • 52.8%

    of Residents were satisfied with our approach to handling complaints

  • 73.4%

    of Residents were satisfied that we keep communal areas clean and well maintained

  • 73.2%

    of Residents were satisfied that we make a positive contribution to neighbourhoods

  • 58.7%

    of Residents were satisfied with our approach on handling anti-social behaviour

  • 85%

    of Residents were satisfied that we are easy to deal with

  • 82%

    of Residents say their rent is value for money

  • 64%

    of Residents say their charges were value for money

Sample size

Over the year, we surveyed 309 out of a possible 1396. Using a wide range of methods from telephone, internet, postal and SMS.

Residents were informed that if they completed a survey they would be entered into a prize draw with the chance of winning £100 shopping voucher.

We asked a company called Target Applications Ltd, to send and collate survey responses using CX Feedback which is the UK’s leading tenant engagement platform.

Surveys were sent to all residents in our rented accommodation, this is called a census approach. Each quarter in the financial year between April 2023 and March 2024.

When surveying customers we considered what their preferred method of contact was and in each quarter tenants were sent either a link to complete an online survey by SMS or Email, a paper copy of the form, or they received phone call.

SMS and email messages were sent out by Target Applications with the response going directly back into the CX Feedback platform. Telephone surveys were completed by Pexel on behalf of Target Applications Ltd. Paper surveys were sent out and input into the CX Feedback platform by Cornerstone Housing.

Target Applications collated all of our data from all collection methods to work out the final year-end results.

We did not weight any of our data, meaning every response is equal.

Page last updated: 19th November 2025