Tenant Satisfaction Measures (TSM's)
Tenant Satisfaction Measures (TSM's) cover a wide range of service areas such as repairs, neighbourhood satisfaction, key safety areas, communication and complaints.
This makes sure:
- Customers can see how we are performing and can scrutinise our performance.
- We have information about how our customers feel about us and how they feel we can improve.
We provide this information to our regulator (The Regulator of Social Housing) about how we are performing against the Regulatory Consumer Standards.
In total there are 22 Tenant Satisfaction Measures, 10 of these are known as 'management information' collected and reported by us, the landlord, and 12 are measured by carrying out our tenant perception surveys. This survey is referred to as a STAR (survey of tenants and residents survey) survey. We carry our our STAR survey twice a year. We use an independent research company to gather feedback from our customers to help us understand how customers feel we are performing and we know what to focus on so we can continue to improve.
The STAR ‘tracker’ survey calls will only ever take place Monday to Friday between 9.30am and 7.45pm, and on Saturday’s between 10am and 6pm. Customers will only ever be asked to complete a tracker survey once within a 12-month period.
About the data — You may notice some small differences in our overall performance figures and those reported as TSM's here. This is because the TSM's only include specific 'tenure' (house) types for each measure, whereas other performance data may include all or different tenure types.