National Tenant Satisfaction Measures From 1st April 2023, all social housing tenants were provided with a new way to give valuable feedback on the services provided by their landlords. The Regulator of Social Housing has created the new system, called ‘Tenant Satisfaction Measures’ (TSMs), for assessing how well social housing landlords in England are doing at providing good quality homes and services. The Regulator of Social Housing led a series of consultations to develop the TSMs, and we’re pleased to report that our RSP members were involved in these.
In readiness, colleagues in CCHA’s Customer Experience team started piloting the TSMs with a small number of residents from January 2023 and were happy that the system was working as it should ahead of the launch. From that point, like every social landlord in England, we began sending out TSM surveys to people who rent homes from us, usually on the anniversary of their tenancy. Starting from Autumn 2024, the results will be published annually to show residents how their landlord compares to others. We will share TSMs in future reports.
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