Tenant Satisfaction Measures (TSM) 2023/24 results

Every year, we report on how well we've performed against the 22 Tenant Satisfaction Measures introduced by the Regulator of Social Housing (RSH) in April 2023.

 

We use our customers' feedback to keep making our services better and improve the overall customer experience.

 

These measures help us improve transparency, accountability, and performance. They are part of the new consumer regulations used by the RSH to oversee housing providers.

 

As part of our business performance monitoring, we collect and monitor 12 Customer Perception Measures and 10 Management Information Measures with some having additional sub-measures of specific performance.

 

Table 1 shows our performance against 12 Customer Satisfaction Measures. These measures are calculated using telephone surveys with 650 of our customers throughout 2023-24.

 

Table 2 displays Gateway's Management Information on business performance collected across key areas of responsive repairs, neighbourhood management, and complaints.

 

The final table provides results for building safety measures and compares our performance against peers nationally and locally in terms of compliance against these important indicators of the safety and condition of our homes.

 

The tables demonstrate how well Gateway performed in the 2023-24 financial year compared to other similar housing providers in London with fewer than 10,000 homes. The results show that our performance is consistent with, or slightly above average compared to these providers.

 

 

 

 

 

At Gateway, we want to improve our services for our customers. We are always grateful for feedback from various communications, surveys, customer panels, forums, and day-to-day interactions with customers, leaseholders, and homeowners. 

If you are contacted for your opinion about anything to do with Gateway services, please try to respond with your feedback, as this is helping us to continue to meet our customers’ needs.

You can view our Quarterly TSM Perception Survey here.

You can view our TSM Perception Survey Approach here.

You can view our TSM Internal Methodology for MI Collection here.