Our second Tenant Satisfaction Measures (TSM) survey launches in January 2025

From Tuesday 7 January, customers will be invited to take part in our second Tenant Satisfaction Measures (TSM) perception survey.

The survey is part of the Government’s Tenant Satisfaction Measures standard which came into effect in April 2023. It aims to give social housing residents the opportunity to share their views and provide greater insight into their landlord's performance.

For our second TSM survey we are partnering with specialist external company, Social Engine, to contact a number of our customers to complete the survey over the phone.

We’ll also be adding a question to the survey allowing our customers to provide additional feedback on the services they receive. This will help us gather more detailed insights and identify trends in customer sentiment towards our services.

We are offering a prize draw for customers who complete our 2025 TSM and choose to enter. Three prizes are available: £250, £150, and £100 worth of shopping vouchers.

We are committed to using the TSM survey results together with all the feedback we receive, to help us to keep shaping and improving our services. 

Here’s some FAQs about the survey and what’s involved.  

Which customers will receive the Tenant Satisfaction Measures Survey (TSMs)?

This year we will be contacting a large sample of customers (over 10,000) to complete this survey. If you are part of this sample, here’s how it will work:

• Most customers will be contacted by phone by a company called Social Engine, who are helping us with this survey.
• If we don’t have your phone number or email, we’ll visit you in person to complete the survey.
• If English isn’t your first language, we’ll send the survey to you in your preferred language.

We’re also ensuring we use different versions of the survey to meet our customers needs including language, braille or easy read. If you would like to take part but need some extra help, please contact 0300 111 7000.

Why are we asking customers to complete the survey?

As a social housing landlord, we are required to report and submit our data to the Regulator of Social Housing against the 22 TSM’s set out by the Government.

This is the second time we will be collating this data, and as a provider of more than 1,000 homes, we must complete this annually. 

Ten of these measures are collated and reported on by landlords directly from management information, and cover areas such as building safety measures and the volume of complaints.

The other 12 measures are required to be tested using this customer perception survey.

What will customers be asked?

Customers will be asked to rate how satisfied or dissatisfied they are across key areas such as:

• Our repairs service, including time taken to complete last repair
• How their home is maintained, including communal areas
• Whether they feel they are kept informed, listened to, treated fairly and with respect
• Our approach to handling anti-social behaviour and complaints.

We’ll also be adding a question to the survey allowing our customers to provide additional feedback on the services they receive. This will help us gather more detailed insights and identify trends in customer sentiment towards our services.

What happens with the results?

Results from both the customer perception survey and the management information measures will be submitted to the Regulator of Social Housing by the end of June 2025. We are also required to publish our results, which we will do, on our website.

You can view the full results from our TSM 2024 Perception Survey on our website including what we’ve since put in place to improve our services.

If you have any questions about the survey, please contact us.