Thank you for your honest feedback

In April 2023, it became law for landlords to report ‘tenant satisfaction measures’ (TSMs) to the Regulator of Social Housing.

TSMs are a series of surveys that assess how well social housing landlords across England are doing at providing good-quality homes and services.

We would like to say thank you to the 1,260 residents who gave their honest feedback to Pexel across the two rounds of the survey. Your collated feedback will allow you to see more clearly how we are performing and the areas we need to improve – holding us to account.

We are pleased to have seen an increase in satisfaction in terms of complaint-handling and repairs, but we know there is a lot more work to be done.

The results will be shared with your resident representatives on the Gateway Membership Team and Customer Experience Committee, and sent to the Regulator of Social Housing in April.

As part of this year’s Big Door Knock event in June we will be sharing an action plan of the improvements we will make – so keep an eye out for our next edition of Voice!