Tenant Satisfaction (TSMs)

TSMs are a set of measures used across the housing sector to assess performance in key areas, including: 

• Overall satisfaction  
• Repairs and maintenance  
• Building safety  
• Complaints handling  
• Communication and engagement  

How we collect feedback 

We collect feedback from residents in different ways: 

• Surveys (phone, online and post)  
• Customer panels and forums  
• Day-to-day interactions with residents  

For 2025-2026: 

• Low-Cost Rental Accommodation (LCRA):  703 survey responses (phone. Online and post)  

• Low-Cost Home Ownership (LCHO): 52 survey responses (post, email and phone)  

How we measure performance 

We report on: 

• 12 customer perception measures (resident satisfaction)  
• 10 Management information measures, including:

• Complaints performance   
• Repairs performance   
• Anti-social behaviour cases  
• Building safety   

The information for these measures are taken from our housing management systems

We review these results on a regular basis and use the feedback to review and improve services

• Improve our services  
• Understand resident priorities  
• Be open and accountable  Your feedback helps shape how we deliver services now and in the future.