All News

Tenant Satisfaction Measures: The results are in


We asked you to tell us how you feel about our services as part of a new resident satisfaction survey, also known as the Tenant Satisfaction Measures (TSM) survey, this autumn.

899 of you took part in the survey and here’s what you told us.

Results of our TSM survey

  • 84% of you who completed the survey said you’re satisfied with our services
  • 86% of tenants are satisfied with our services
  • 80% of our leaseholders and shared owners are satisfied with our services

What the TSMs cover

The TSMs cover 5 main themes:

  • Repairs
  • Building safety
  • Respectful and helpful engagement
  • Effective complaints handling
  • Responsible neighbourhood management

Next steps

Our TSM survey results show that while many of you are satisfied with our services, there are areas where we must do better.  We’re now looking closely at what you’ve said and are putting together a plan of action so we do more of what we do well and make sure improvements are made.

We’ll share more details about the surveys and our plans to improve throughout 2024.

There’ll continue to be plenty more opportunities to feedback what you think about our services in 2024, including the TSM survey, every autumn.

For more, click the Resident Satisfaction button on this page.

Charity donation and prize draw

We pledged to donate £1 for every response we had to the survey. Because so many of you came out in force,  we’ve decided to donate £500 each to three local charities: Neighbours in Poplar, First Love Foundation, and the Felix Project.

We also held a prize draw of £100 vouchers for ten lucky residents who completed the survey. We’re distributing the vouchers to the winners ahead of the festive break.


Resident satisfactionTSM surveys