Tenant Satisfaction Measures (TSM)
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 customer feedback to improve our services and enhance overall experience.
To ensure we align with new consumer regulations introduced by the (RSH) our insights support transparency, accountability and performance.
As part of our business performance monitoring, we track:
- 12 Customer Perception Measures and
- 10 (some with additional sub measures)
We collect data across both Low-Cost Rental Accommodation (LCRA) and Low-Cost Home Ownership (LCHO):
Section 1: Customer perception measures:
Table 1 and table 2 shows our performance against 12 Customer Satisfaction Measures.
- LCRA results are based on 700 survey responses from 2024-2025, including 604 phone interviews and 94 online surveys, using a sample-based approach.
- LCHO results are gathered via a census-style approach: 42 surveys sent by post or email, with 8 follow-up phone interviews (total:50 responses). Note: LCHO customers are not asked about repairs.
Section 2: Management Information Measures
We monitor key areas of service delivery through Management Information Measures
Table 3 shows Gateways complaints performance, separated by LCRA and LCHO.
Table 4 presents our repairs response performance for LCRA only.
Table 5 The number of ASB cases opened over a two-year period across LCRA andLCHO
Table 6 highlights building safety performance across both LCRA and LCHO
At Gateway, we’re committed to continually improving our services. We value feedback from all channels – surveys, customer panels, forums and day -to-day conversations with leaseholders and homeowners.
From time to time, we may reach out to ask for your feedback. Your input helps us to better understand your needs and continuously improve our services. We would greatly appreciate you taking a moment to share your thoughts.
