Tenant Satisfaction Measures
New Government requirements mean that housing associations are now expected to collect and report on a number of operational measures which allows comparison of performance between social housing providers that are regulated. These are called Tenant Satisfaction Measures (TSMs).
These were developed by the Regulator Of Social Housing, following consultation with residents and housing associations. The TSMs will provide annual performance information on the following areas:
- Keeping Properties in Good Repair
- Maintaining Building Safety
- Effective Handling of Complaints
- Respectful and Helpful Engagement
- Responsible Neighbourhood Management
There are two types of measure – ‘operational’ data, which focuses mainly on safety and compliance; and ‘perception’ data, which comes directly from surveying our customers.
The TSMs perception survey was carried out on our behalf by a specialist independent agency.
We have used the regulator’s methodology to collect the operational data. Our board approved our interpretation of the methodology and it was signed off by our internal auditor, KPMG.
You can read the methodology document at the bottom of this page.
The TSMs will help provide useful comparative information, which we and our residents can use in a number of ways, including helping us identify areas that require further review and improvement.
