Sharing our TSM results
Today we’re publishing our latest Tenant Satisfaction Measures (TSMs).
The Regulator of Social Housing introduced TSMs in April 2023, as a new system for assessing how well social housing landlords in England are doing at providing good quality homes and services. They give social housing tenants a way to compare their landlord’s performance against others and hold them to account.
In September 2024 and March 2025 we carried out our second set of Tenant Satisfaction Measure (TSM) surveys. Thank you to everyone who took part in one of these telephone interviews. We’ve compared the results with our TSM measures from last year, and for people who rent our homes we’re really pleased to see that customer satisfaction has improved in all areas apart from one. For our home owners, we’ve recognised that we’ve got work to do to improve customer satisfaction.
View our full TSM results on our website.
The feedback we get from our TSMs is invaluable as it helps us to pinpoint where we need to do better.
This year, our results highlighted four key areas for improvement:
- Home owner satisfaction
- Listening to our customers
- Handling complaints
- Repairs service.
We’re now rolling out initiatives to address each of these areas. Take a look what we’re doing to turn your feedback into action.
This autumn we’ll be sending all customers the latest edition of our At Home magazine which will include more details on our performance in 2024/25.
Want to share your views?
If you’re interested in sharing your views with us, we’re looking for enthusiastic people to join our customer groups. We’ve got vacancies on our Homes and Neighbourhoods, Scrutiny, and Care and Support Customer Voice panels.
This rewarding opportunity allows customers to be part of something that can really make a difference in their community.
Your time is rewarded with either payment or vouchers, whichever you prefer. Typically, we pay £50 for attending a two/three-hour meeting, along with expenses for travel.
