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Home > About us > Our customer feedback > TSM mockup
We and many other housing associations previously measured and published performance information, but this was done in different ways.
The Regulator has introduced TSMs to make it easier for people to compare landlords on a like-for-like basis.
The TSMs are intended to:
The measures include:
Housing associations are required to report back to the Regulator on these measures annually – this will take place each summer. These results will then be collated each autumn and published on the RSH website.
The annual results for this financial year will be published in autumn 2024, enabling you to compare our performance with other social landlords across the country.
These measures are part of wider changes by the Government to increase proactive consumer regulation and ensure social housing across the country is of a decent standard, with customers having their voices heard.
They apply to all registered social housing providers in England and are part of new laws introduced by the Social Housing (Regulation) Act.
This Act provides the legal basis for many of the measures set out in the Government’s Social Housing White Paper.
We have been using independent market research company, Acuity, to carry out customer satisfaction surveys on our behalf for a number of years. When the RSH published the final questions to be included in the tenant satisfaction measures in September 2022, we duly amended our own satisfaction surveys to bring them into line with the new measures.
We publish the latest results below each quarter. To find out more about how this research is conducted, see About customer satisfaction surveys
91%
Overall satisfaction
88%
Satisfaction with repairs
84%
Satisfaction with time taken to complete most recent repair
88%
Satisfaction that the home is well-maintained
91%
Satisfaction that the home is safe
84%
Satisfaction that the landlord listens to the tenant views and acts upon them
86%
Satisfaction that the landlord keeps tenants informed about things that matter to them
93%
Agreement that the landlord treats tenants fairly and with respect
49%
Satisfaction with the landlord’s approach to handling complaints
76%
Satisfaction that the landlord keeps communal areas clean and well-maintained
79%
Satisfaction that the landlord makes a positive contribution to neighbourhoods
80%
Satisfaction with the landlord’s approach to handling anti-social behaviour
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