Resident satisfaction Tenant Satisfaction Measures The Regulator of Social Housing (RSH) has created a new system for understanding how residents feel about how their landlord is performing, called Tenant Satisfaction Measures (TSMs). Since April 2023, every social landlord in England has asked residents a series of questions, on topics that cover such activities as handling of anti-social behaviour and how safe people feel in their homes. We sent a survey to every resident around the anniversary of their tenancy start date, and have had a very encouraging response rate of about 24%. We have collated the responses for 2023/24 and submitted these to the RSH. We will publish the results of the TSMs to residents and the Board, along with any benchmarking data the RSH makes available, when this is published.
Adam Gould, Head of Customer Service and Engagement at CCHA, said: “To us, TSMs are another way to help us understand how satisfied our customers are with the service we provide and where we can improve. “In addition to the TSMs, we will carry on conducting our usual satisfaction surveys, following residents receiving a service from us, to ensure we have as much feedback as possible about our services. Thank you to everyone who has taken the time to complete any of our surveys; they really do help.”
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