Our annual report, value for money summary and full audited financial statements for 2023-24 are now published. Find out more and give your feedback online

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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:

  • Enable tenants to scrutinise their landlord and hold them to account;
  • Give landlords insights on where they might look to improve their services; and
  • Allow the RSH to see whether landlords are meeting required regulatory standards. 

The measures include:

  • 12 perception questions for landlords to ask tenants as part of customer surveys; and
  • 10 measures for landlords to report directly to the Regulator, known as Management Information (MI).

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.

TSMs are part of wider sector changes

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.

Quarterly customer satisfaction surveys

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

Latest survey results: July - September 2023

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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