Tenant Satisfaction Measures (TSMs)
We’re dedicated to delivering quality homes and services that truly make a difference. The Tenant Satisfaction Measures (TSMs), set by the Regulator of Social Housing, help us understand how well we’re meeting your needs and where we can do better.
There are 22 TSMs in total. Twelve are based on your feedback from our customer surveys, while ten are drawn from the service records we hold. These measures help us keep raising standards, ensuring we’re open and accountable for the homes and services we provide.
What do the TSMs focus on?
- Keeping our homes in good repair
- Maintaining building safety
- Respectful and helpful engagement
- Effective handling of complaints
- Responsible neighbourhood management
What do our results tell us?
We’ve been keeping track of similar performance measures for several years, helping us understand what matters most to our customers and guiding our improvement plans. Now that TSMs are a regulatory requirement for all social landlords, we’ll be able to compare our performance with others across the sector.
As we move into the second year of TSMs, we’ll also share more about how our performance is changing over time. You can find our latest results here, along with a summary of our key improvement priorities.
As we move into the second year of TSMs, we’ll also share more about how our performance is changing over time. You can find our latest results here, along with a summary of our key improvement priorities.
Our ongoing survey
We run an ongoing perception survey every month to understand what you think about the services we deliver. This survey includes questions on the Tenant Satisfaction Measures, as well as some extra topics we believe are important.
Even before TSMs were introduced, we regularly asked for your feedback to help us improve. The first year of formal TSMs data collection began on 1st April 2023, and our latest published results cover the full year from April 2023 to March 2024.
We use a system called CX Feedback to gather your responses by phone, text, and email—customers are chosen at random to take part. Your feedback shapes our improvement plans, supports decision making, and lets you keep track of how we’re doing.
Your opinions matter to us. We take time to review your comments, understand how you feel, and make changes where needed. If you tell us you’re dissatisfied, we’ll always try to follow up directly and put things right.
Our approach to collecting feedback for our TSM performance
Even before TSMs were introduced, we regularly asked for your feedback to help us improve. The first year of formal TSMs data collection began on 1st April 2023, and our latest published results cover the full year from April 2023 to March 2024.
We use a system called CX Feedback to gather your responses by phone, text, and email—customers are chosen at random to take part. Your feedback shapes our improvement plans, supports decision making, and lets you keep track of how we’re doing.
Your opinions matter to us. We take time to review your comments, understand how you feel, and make changes where needed. If you tell us you’re dissatisfied, we’ll always try to follow up directly and put things right.
Our approach to collecting feedback for our TSM performance
View our survey questions
How we’re performing on TSMs
We’re committed to being open about how we’re doing. The results below show our Tenant Satisfaction Measures (TSMs) performance for the 2024/25 financial year.
All the figures you’ll see relate to our Low Cost Rental Accommodation (LCRA). This covers all of our social housing, supported housing, and retirement living properties—so you know exactly which homes are included in these results.
0%
TP01
Overall satisfaction with the service provided by us
Keeping our homes in good repair
80.3%
Satisfied with overall repairs service in the last 12 months
TP02
72.4%
Satisfied with the time taken to complete most recent repair
TP03
75%
Satisfied the home we provide is well maintained
TP04
0.3%
of homes don't meet the Decent Homes Standard
RP01
96.5%
of emergency repairs completed within target timescales
RP02
59.4%
of non-emergency repairs completed within target timescales
RP02
Target timescales for repairs
Maximum target timescale: 64 working days
We have four target timescales for routine repair works, depending on the type of job:
- 5 days – Priority for damp and mould 5-day jobs.
- 15 days – Used for damp and mould 15-day jobs.
- 28 days – For all routine repairs logged by customers over the phone, and 28-day damp and mould jobs.
- 90 days – For portal repairs (self-booked by customers via our portal), major repairs, HHSRS severe, HHSTS moderate, and Improvement OSC jobs (including repairs to lifting equipment). The 90-day target allows customers to choose from a wider range of appointment times.
Maximum target timescale: 24 hours
We have two target timescales for emergency repairs:
- 4 hours – For emergency call-outs where there is significant risk.
- 24 hours – For all other in-hours (emergency) and out-of-hours (EMME) jobs.
Maintaining building safety
80.6%
Satisfied your home is safe
TP05
100%
Gas safety checks – up-to-date
BS01
100%
Fire safety checks – up-to-date
BS02
100%
Asbestos safety checks – up-to-date
BS03
100%
Water safety checks – up-to-date
BS04
100%
Lift safety checks – up-to-date
BS05
Respectful and helpful engagement
68.3%
Satisfied that the landlord listens to tenant views and acts upon them
TP06
73.5%
Satisfied that the landlord keeps tenants informed about things that matter to them
TP07
80.6%
Agreement that the landlord treats tenants fairly and with respect
TP08
Effective handling of complaints
50.4%
Satisfied with the landlord’s approach to handling complaints
TP09
69.9
Number of complaints received relative to the size of us as a Landlord* – Stage one
CH01
7.0
Number of complaints received relative to the size of us as a Landlord* – Stage two
CH01
94.6%
Complaints responded to within Complaints handling code timescales - Stage one
CH02
93.5%
Complaints responded to within Complaints handling code timescales - Stage two
CH02
*calculated as the number of complaints per 1,000 homes.
Responsible neighbourhood management
68.3%
Satisfied that the landlord keeps communal areas clean and well maintained
TP10
67.2%
Satisfied that the landlord makes a positive contribution to neighbourhoods
TP11
60%
Satisfied with the landlord’s approach to handling anti-social behaviour (ASB)
TP12
49.3
Number of ASB cases relative to size of our company*
NM01
1.3
Number of ASB cases that involve hate incidents*
NM01
*calculated as the number of ASB cases per 1,000 homes.
Improving our scores
We’re always looking at ways we can improve our performance.
So, as well as publishing our performance information and Tenant Satisfaction Measure (TSM) scores, we also have a plan for how we’ll improve them. You can read a summary of that plan, which sets out the measures we’re taking to increase our scores in each TSM category below.
So, as well as publishing our performance information and Tenant Satisfaction Measure (TSM) scores, we also have a plan for how we’ll improve them. You can read a summary of that plan, which sets out the measures we’re taking to increase our scores in each TSM category below.