Tenant Satisfaction Measures
In April 2023 the Regulator of Social Housing launched a set of Tenant Satisfaction Measures (TSMs). TSMs aim to make it clearer how well social housing landlords are performing so tenants can hold them to account.
All social housing landlords in England with more than 1,000 homes are required to publish performance information for 22 TSMs.
- 12 ‘Tenant perception’ measures, collected from surveying a sample of tenants each year
- 10 ‘Management information’ measures, based on data we collect during the day to day running of our landlord services.
We have just under 7,800 council homes, and this means we must survey 600 of our tenants each year. We use a research company called Acuity to carry out these surveys for us.
Tenants are randomly selected for the survey, and we want to thank all tenants who were contacted by Acuity and agreed to take part. Your views are very important to us and will help us improve our services.
Results from the Tenant Satisfaction Survey 2023 to 2024
What our TSM performance tells us
Overall, our tenants are satisfied with how we deliver our landlord services. Our performance against the 12 ‘tenant perception measures’ puts us in the top 25% of social housing landlords nationally.
Whilst we are pleased our tenants rated us so well, we know there is more we can do. This year, we aim to:
- Further improve how we respond to complaints
- Work with tenants to better understand their concerns about antisocial behaviour and how it affects them
- Make it easier for our tenants to engage with us and keep them informed
Tenant Satisfaction Measures performance data 2023 to 2024