A first look at our ‘tenant satisfaction measures’ results

In April 2023, it became law for landlords to report ‘tenant satisfaction measures’ (TSMs) to the Regulator of Social Housing. The TSMs are a variety of questions we asked residents over the last year to assess how well we are doing at providing good-quality homes and services, and where to improve so we can get it right for every one of our customers. 

Using a trusted independent survey provider called Pexel, we surveyed 1,261 residents. Thank you to everyone who took the time to give their feedback. 

Compared to our initial surveys in 2022/23, we saw improvements in 9 out of the 12 TSMs, showing that we are moving in the right direction. 

The three areas where we saw the most improvement were: 

• How we handle your complaints – +6.8%
• Listening to your views – +5.6%
• Repairs satisfaction – +5.5%

The full breakdown of the results, and how we plan to improve low-scoring areas, can be found here.

We will begin our next round of surveys in June, so please keep an eye out for a call from Pexel from their dedicated phone number – 020 4538 9096.