Resident satisfaction Tenant Satisfaction Measures – a new way to provide feedback
From 1st April 2023, all social housing tenants are being 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 conducted a series of consultations between December 2021 to March 2022 to develop the TSMs, and we’re pleased to report that members of our Resident Scrutiny Panel were involved in these consultations. Starting from the beginning of April 2023, like every social landlord in England, we began sending out TSM surveys to people that rent homes from us, usually on • Let residents see how well their landlord is doing • Give the Regulator of Social Housing an idea of which landlords might need to improve things. The survey has 12 questions for residents to answer, and starting from Autumn 2024, the results will be published annually, to show residents how their landlord compares to others. Adam Gould, CCHA’s Head of Customer Service and Engagement, said: “As a housing association, we see TSMs as really important for us and our residents, as a vital way to make sure we’re listening to your views, to find out how we’re performing and to learn where we could improve. We’re urging as many residents as possible to complete the survey when they receive it.” the anniversary of their tenancy. The main aims of the TSMs are to:
Colleagues in the Customer Experience Team started piloting the TSMs with a small number of residents from January 2023 and are happy that the system is working as it should in readiness for the launch on 1st April 2023. The TSMs have been developed as a result of the 2020 Social Housing White Paper: Charter for Social Housing Residents, which you can find out more about by following the link. You can also find out more about the new TSMs and why they have been introduced here: Introduction of tenant satisfaction measures – GOV.UK (www.gov.uk) Alongside the TSMs, we’ll continue to carry on sending you our service satisfaction surveys. These are sent to residents each time a service is received from us. The only exception to this is grounds maintenance and communal cleaning, where we will invite all residents who receive this service to provide satisfaction feedback once a year, due to the number of visits carried out. Adam continued: “Our service satisfaction surveys and other feedback mechanisms, like complaints and compliments, are still really important to us, as they help us to quickly identify issues and make service improvements.”
13
Made with FlippingBook - professional solution for displaying marketing and sales documents online