The more we know, the more we can do to improve.
There are many ways for you to tell us how you feel about our services, and all of them help us understand what we’re doing well and what we need to improve.
TSM survey
From 2023, you’re invited to complete a new Tenant Satisfaction Measures (TSM) survey in autumn, each year.
The survey is a requirement set by the Regulator of Social Housing so that tenants can see how we’re performing. The TSMs also inform the regulator whether we’re meeting consumer standards, including providing tenants with quality homes, choice and protection and making sure you’re able to hold us to account.
Our staff carry out the survey, rather than an external company.
While the regulator requires us to survey only tenants and receive one response per household, we are:
- Sending TSM surveys to tenants, leaseholders and shared owners because we want to hear from everyone who receives our services
- Giving every resident a chance to complete the survey, so that more than one adult per household has the option to give their views.
The TSM survey takes about 10 minutes to complete. It’s made available online and links to it are sent by email and text message.
We also:
- Send hard copies of the TSM survey by post to those who may not be online
- Carry out telephone surveys
- Give everyone the option to carry out the survey with us, by phone.
The regulator decides how many survey responses are required, to make sure the results are representative of our tenants.
The survey covers five main themes:
- Repairs
- Building safety
- Respectful and helpful engagement
- Effective complaints handling
- Responsible neighbourhood management.
We’ll publish the TSM survey results here, on our website, so everyone can see how we’re doing and what action we’re taking to improve, based on what you’ve told us.
More on TSMs