Tenant Satisfaction Measures – tell us your views

From Summer 2024, housing associations like us will be required to publish regular updates about how we’re performing and where we need to improve to support you, our customers.

The updates are the new Tenant Satisfaction Measures (TSMs) that are being introduced by the Regulator for Social Housing (RSH) and will give customers a clearer picture about how we’re supporting you, as well as giving you more opportunities to tell us how we can keep improving what we do.

Capturing your feedback

Over the last 12 months we have conducted two practice surveys with customers to help us better understand what matters most and to check that our existing improvement plans address the issues highlighted.

These consultations with customers have helped us understand how best to collect customer feedback for the TSMs and has led us to commissioning an external organisation called TLF Research to carry out our surveys for us.

The TSMs have been designed to help you understand how we’re doing in your area and what we can do to improve for our customers. We can’t do this without you and your feedback so if you receive contact from TLF Research, we’d really appreciate your time and honest experiences.

These surveys will be carried out over the phone or online with the option of using a translator, paper copy or easy read version if preferred.

What happens next?

• Surveys will begin on Monday 17 April and continue throughout the year to ensure that our respondents are representative of all customers across the country
• In Summer 2024 we’ll send the results to the Regulator of Social Housing and publish for our customers to see
• In Autumn 2024 the RSH will publish the first year’s data from the Tenant Satisfaction Measures for all Social Housing Landlords

The full list of TSM KPIs and more information can be found here: Tenant Satisfaction Measures - Summary of RSH requirements (accessible) - GOV.UK (www.gov.uk)