In April 2023, the Regulator of Social Housing introduced new requirements for all social housing providers to ask a sample of their residents 12 standardised perception satisfaction questions at least once a year.

These are questions about how satisfied residents are with things like the quality of their home, how quickly we respond to complaints, and more.

As part of the requirements, we must also report some statistics related to complaints, anti-social behaviour, repairs, and maintenance – these are all called Tenant Satisfaction Measures, or TSMs (Tenancy Satisfaction Measures) for short. We report these to the Regulator each year.

How our TSM (Tenancy Satisfaction Measures) Surveys are carried out

We use MEL research to carry out our TSM survey on our behalf. They phone 150 customers each quarter. We provide information to them from our database, and they use this information to make sure that they are contacting a “representative sample” of our customers, as required by the regulator.

As with our previous customer satisfaction surveys we share the results with colleagues and customers to understand where we need to make improvements.

• Visit the page where we publish our results