Resident satisfaction Tenant satisfaction measures The Regulator of Social Housing requires every social housing landlord with over 1,000 homes to conduct a survey of how residents feel about how their landlord is performing. The results of this survey are called Tenant Satisfaction Measures (TSMs). TSMs mean far more to us than just collecting numbers; your feedback is important to us. One of our key aims is ‘placing the residents voice at the heart of all we do.’ Other resident satisfaction surveys Between April and September 2025, we asked our Residents’ Feedback Group (RFG) for their views on the following: • Resident Expenses Policy – we are pleased to report that residents found it to be fit for purpose and fair • Our use of social media – their feedback was valuable and will be used to inform the type of content published • Tenancy Policy – the group felt it was easy to read, fit for purpose and fair • Extra information we added to the quarterly rent statements – they felt the information was useful to residents
We aim to be inclusive, ensuring that every resident of a rented home receives a survey to give their feedback and express their views. If you haven’t received a call or email for your view yet, we will be carrying them out until the end of March 2026. Your TSM feedback, together with complaints data, transactions satisfaction, service feedback, and compliments, is used to inform quarterly service improvement workshops with our teams.
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