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Update on Tenant Satisfaction Measures

In January and February, we asked what you thought of the Regulator for Social Housing’s proposed new Tenant Satisfaction Measures. This was so we could jointly write to the Regulator to shape the TSMs before housing associations, like Stonewater, have to start reporting them.  

You told us that you wanted to see Stonewater use the TSMs to be more transparent and open about our services, including letting you know how we’re performing in different parts of the country. You wanted us to make sure we use the TSM results to help us improve, so we committed to sharing an improvement plan with you when we publish our results each year. You can read more here.  

Last month, the Regulator of Social Housing printed the response to their consultation. You can read what they said here. This means that the TSMs will come into force from April 2023, and we'll have to share our first year’s results with the Regulator in summer 2024 for their publication in the autumn. 

In our consultation, you told us how important it was that Stonewater use a telephone survey to ask customers for their views, so we’ve agreed to do just that. We’re planning to run our first survey in February, and this will help us to understand your priorities and continue to improve our services.

TSM