Our results from the Tenant Satisfaction Measure surveys 2023/24
Last year, we started reporting against the new tenant satisfaction measures (TSMs), which were introduced by the Regulator of Social Housing to see how well landlords like us are doing at:
- Keeping properties in good repair
- Maintaining building safety
- Respectful and helpful engagement
- Effective handling of complaints
- Responsible neighbourhood management
To find out how we’re doing, we worked with an independent social and market research agency, IFF Research, to survey over 3,000 of our customers and gather your feedback. We now have the results of the 2023/2024 TSM surveys to share – here are some headlines.
7 in 10 (75%) rental customers and 6 in 10 (62.7%) shared owners told us they were satisfied with the service we provide.
Every single one of our homes meets the Decent Homes Standard.
We’re over 98% compliant with our due gas, fire and asbestos safety checks.
And the TSM surveys aren’t just a useful way of hearing how customers think we’re doing at providing services. They also give us rich insight into where we can improve and the priorities of customers in different regions, so we can continue to tailor and work on our services to best meet the needs of the local communities.
‘Whilst we’re performing well in many areas, there’s more we must do to improve. We've got some big plans for the year ahead to help us do this. We’re looking forward to completing the rollout of our large but local regional approach that will split our operating area into three regions, each with its own local governance, leadership, and customer panels. By working at a local level, we can get closer to the communities we serve and ensure we’re meeting their specific needs.’ – Ralph Facey, Executive Director - Operations
A big thank you to all customers who took part in the TSM surveys over the last year. To see the full results, take a look at our Customer Annual Report by visiting our website or clicking below.
And if you’ve got any feedback on the Customer Annual Report, let us know by completing this form.
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