Tenant satisfaction measures

The TSMs are a new process set up by the government intended to make it easier for social housing residents to hold their landlord to account.

From 1 April 2023, we as social housing landlords, must begin collecting data on how we are performing in areas such as repairs, safety checks, and complaints. Twelve of the twenty-two measures on how we are performing must be asked directly to tenants as part of a tenant satisfaction survey.

We are working with Acuity, a market research company that specialises in social housing, to help us meet these new customer satisfaction measures.

We plan to start the surveys in September 2023.