Over the last year, we’ve shared with you some of the feedback from our quarterly customer satisfaction surveys. These surveys, carried out by Acuity on our behalf, are part of the tenant satisfaction measures (‘TSMs’) introduced in 2023 by the Regulator of Social Housing.
The TSMs help assess how we are doing at providing quality homes and services and highlight where there is room for improvement. They also allow you to see how well we are doing, so as a customer you can hold us to account.
We now have our first full year of these TSM results, and we’re pleased to report that for each survey measure our results are in the top 25% of our peer group of housing associations.
You can view our full TSM results, including survey and management information measures, on the new Tenant Satisfaction Measures page of our website.
While these results indicate that we are providing good quality services to our customers, we know that there are some areas where we could improve. During 2024/25, we will continue to work hard to deliver high levels of customer satisfaction with our services.
Huge thanks to all the customers who agreed to take part in these surveys.
