We’re reporting on Tenant Satisfaction Measures!

We’re always looking to improve what we do, and as part of our commitment to providing you with the best possible service, we’re giving you the opportunity to share your views. On 1 April, we’ll launch our year-long Tenant Satisfaction Measures (TSMs) programme, which will help us find out how you rate our repairs, your home itself and your neighbourhood, among other things.

What are TSMs?

The topics covered within the TSMs are designed to help us understand how we’re performing as a landlord and what things we could improve on. All housing providers will be asking their tenants the same questions, and this will ensure the Regulator of Social Housing (RSH) can understand how well we’re all doing at providing good quality homes and services to our tenants.

The TSM framework was introduced following the publication of the Governments social housing white paper in 2020, which sets out a series of improvements for people living in social housing, including a new Charter.

Throughout December and January, we ran a trial of the TSM programme and contacted a selection of tenants to ask how they rated us on a series of topics. This helped us make sure our systems and communications worked well so that we could ensure we were ready for the April launch.

Sharing your feedback

You may receive a phone call from 0203 148 7717 or an email from IFF Research asking for your feedback. It will take around 10 minutes to complete the survey, and you can choose to keep your answers to the survey anonymous if you’d like.

IFF Research may check that your contact details are up to date, but they’ll never ask for personal passwords or information like your bank details. We hope you’ll share your feedback, but if you don’t want to take part in the survey, you can let them know and we’ll remove you from our TSM contact list. If you haven’t been contacted and you’d like to share your thoughts, please visit the feedback page of our website where you can share your thoughts!

Want to know more?

If you have any questions about TSMs or how your feedback will be used, please take a look at some of the FAQs below. Alternatively, please get in touch with us, and we’ll be happy to help!